Job Description:

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: careers@associatedbank.com

Job Summary
Under limited supervision, deliver job-specific training to new and existing Residential Lending Colleagues, Management and Vendors. Responsible for the facilitation of training related to systems, products, validation, collections, sales, soft skills, servicing & origination specific functionality along with regulatory and investor requirements and frequent updates. Provide support to Management in skill set evaluation, accountability, and quality assurance such as; quality monitoring, coaching, calibration, complaint handling, survey feedback and e-learning administration. Act as a representative of the Business Segment and a member of Management with responsibility in developing high performing colleagues and ensuring they are engaged.

Job Accountabilities

• Train new and existing Residential Lending colleagues to perform as highly skilled team members in accordance to the Brand and to learn all systems applicable to their job functionality. Monitor the trainee’s performance and coach them to reach established performance and knowledge benchmarks prior to release from the training program.


• Train specialized/advanced skills to existing staff and management including investor requirements and regulatory updates.


• Proactively identify training needs in department and develop training topics, quizzes and tips to reinforce them. Analyze effectiveness of training by creating tests/exercises to measure comprehension and proficiency utilizing computer-based testing whenever applicable. Administer testing during training, follow-up sessions or the acquisition of new skills. Develop and maintain database of all tests and results, skill set tracking, and required annual on-line training.


• Demonstrate excellent verbal and written communication skills to provide quality training in a dynamic, high volume call center environment. Communicate professionally within a diverse and possible difficult environment. Utilize exceptional time management, productivity and organizational skills to meet the training requirements and deadlines of the department.


• Maintain and revise existing training materials to reflect the changes and communicate updates to staff. Develop outlines, lesson plans, facilitator’s guides, participant handouts and visuals for all training modules.


• Coach new hires and existing staff on their performance to ensure quality and production goals are achieved while maintaining a professional and positive work environment.


• Contribute to creating a positive team atmosphere within the Department. Assist in management of staff and team performance to ensure quality and production goals are achieved.


• Resolve escalated customer complaints in a manner that provides customer satisfaction and protects the interests of the bank. Provide technical support and guidance on non-routine inquiries by colleagues and customers concerning all products, procedures and systems. Analyze and resolve complex customer issues, overriding policy when necessary to ensure customer satisfaction while still limiting exposure to company.

 

Education

• Bachelor's Degree or equivalent combination of education and experience Required

Experience

• 2-4 years Banking, servicing, financial or sales experience (originations); training, regulatory or supervisory experience. Required

 

Compliance Statement
Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR. Responsible to report ethical concerns as needed to Associated’s anonymous Ethics Hotline.

Associated Bank is committed to working diligently with any colleague who needs an accommodation perform the essential functions of the job. Please contact the Leaves & Accommodations office to request an accommodation.

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