Associate, Education

What You’ll Contribute

The Associate, Education will be responsible for designing, delivering and evaluating educational programs and training initiatives for newly hired and tenured employees. This role is critical in ensuring that front-line employees are fully equipped with the skills, knowledge, and mindset to deliver exceptional customer service, maintain compliance, and meet operational performance targets. The ideal candidate will design, deliver, and continuously improve training programs aligned with regulatory requirements, contact center KPIs, and customer experience standards.

• Design and develop comprehensive training curricula tailored to operational and business needs, including onboarding, compliance, product knowledge, systems usage, soft skills, and customer service excellence.
• Deliver engaging and interactive training using a variety of instructional methods, including in-person facilitation, virtual classrooms, e-learning modules, microlearning, and simulations.
• Develop training for core banking systems, CRM platform, and other customer service technologies to ensure system proficiency among agents.

• Align training programs with key contact center metrics such as Initial Call Resolution (ICR), Average Handle Time (AHT), Net Promoter Score (NPS), and Quality Assurance scores.
• Monitor post-training performance and identify areas requiring refresher training or coaching support to drive continuous improvement.

• Implement post-training reinforcement strategies including floor coaching, on-the-job training (OJT), knowledge assessments, and job aids to support skill application and retention.
• Provide ongoing mentoring and performance coaching to support frontline staff in applying skills effectively.

• Partner with department heads, QA teams, compliance, and customer experience teams to identify performance gaps and training needs.
• Leverage quality monitoring insights and customer feedback to inform and refine training programs.
• Support training components of change management initiatives, including new product rollouts, process changes, and regulatory updates.

• Promote a customer-first culture by embedding customer experience principles into all training programs.
• Deliver training on emotional intelligence, empathy, de-escalation techniques, and effective communication to enhance customer interactions.

• Ensure all training content meets current banking regulations, compliance standards, and internal policies.
• Update and revise training materials in response to changes in laws, products, and industry best practices.

• Utilize and manage the organization’s Learning Management System (LMS) for course administration, tracking, and reporting.
• Maintain accurate records of training participation, completion rates, assessment results, and feedback.
• Generate reports on training effectiveness and provide recommendations for improvements based on data analysis.

• Collaborate with a team of training professionals, fostering a culture of continuous learning and excellence.
• Provide regular peer-to-peer feedback, mentorship, and growth opportunities to team members.

• Strong organizational skills and attention to detail to manage program logistics and administrative tasks efficiently.
• Excellent written and verbal communication skills to effectively interact with participants, team members, and stakeholders.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software applications.
• Proven knowledge of contact center operations and performance metrics.
• Experience with adult learning principles, instructional design, and learning technologies.
• Strong communication, facilitation, and coaching skills.
• Ability to analyze data, measure training effectiveness, and adjust content accordingly.

• Bachelor’s degree in education, Business Administration, or a related field. Relevant experience will be considered in lieu of a degree.
• 1+ years of…