Training & Design Specialist – Commercial Onboarding & Servicing

Location

• General
  
  Location:
  
  Brooklyn, OH or Cleveland, OH required
• Hybrid Requirement:
  Selected candidate resides near the Key Bank office (non-branch location) – expected to work on-site 2 days per week.
• Hours:
  
  8‑5 pm EST
• Address: 4910 Tiedeman Road, Brooklyn, Ohio

The Training & Design Specialist – Commercial Onboarding & Servicing plays a critical, high‑impact role within the Commercial Bank, supporting both onboarding and servicing teams. This position is responsible for designing, developing, and delivering comprehensive training programs that drive operational excellence, enhance employee performance, and ensure a seamless client experience. The role blends instructional design, facilitation, and program management, while also supporting key project initiatives and administrative functions.

You’ll partner across multiple departments to ensure training solutions align with evolving business needs and strategic priorities.

• Deliver new‑hire, targeted, refresher, and soft‑skills training programs supporting the Commercial Onboarding and Servicing teams.
• Partner closely with business leaders and front‑line teams to identify training needs through ongoing engagement and routine meetings.
• Facilitate training for new hires as part of onboarding, ensuring a strong foundation in roles, systems, and processes.
• Design and develop engaging, interactive instructional materials, including reference guides, job aids, and instructional videos.
• Deliver training sessions both in person and virtually, adapting content and delivery to meet diverse learning needs.
• Support change execution by developing and delivering training that helps employees successfully adopt new processes, tools, and updates.
• Provide coaching to employees on soft skills tied to onboarding and servicing work.
• Collaborate across lines of business to ensure training solutions align with operational goals and business priorities.
• Identify gaps in knowledge or performance and recommend solutions through classroom training, virtual sessions, or self‑paced learning resources.
• Maintain a strong understanding of applicable bank regulations, compliance requirements, and internal policies related to onboarding and servicing activities.
• Manage priorities and deliver high‑quality learning solutions in a fast‑paced environment.
• Gather and incorporate feedback from participants and stakeholders to continuously improve training effectiveness.

• Bachelor’s degree in business, finance, education, or related field, or equivalent work experience.
• Minimum 3 years training, leadership or adult‑learning background.
• Success in technical subjects and ability to explain concepts clearly.
• Adaptable approach for different learning styles and behavior recognition.
• Commitment to a learning organization and team environment.
• Business, technical, and cross‑functional skills for problem‑solving and timely decisions; understanding of financial and performance metrics.
• Collaborative and independent work within and beyond defined job functions.
• Strong verbal and written communication with positive influence on large audiences.
• Ability to work with leaders and in a high‑paced environment with several initiatives.

• Minimum of 3 years of experience in a training facilitator role within a financial institution.
• Experience with in Commercial Bank onboarding and Servicing, including payment and operational services, operational systems, loan, and similar.
• Excellent project management and organizational skills.
• Proficiency in instructional design and creating training programs.
• Knowledge of Commercial Bank onboarding and Servicing, including payment and operational services, operational systems, loan, and similar.
• Proficiency in MS Office Suite and e‑learning platforms.

• Communicates openly and effectively.
• Coaching and feedback.
• Influences and motivates others.
• Proactive and action‑oriented.
• Innovative thinker with a passion for continuous learning.
• Detail‑oriented with a strong commitment to quality.
• Able to adapt to changing environments and priorities.
• Drive for results.
• Champion change and innovation.
• Excellent…