Cash and Trade Processing Representative Trainer

The Cash and Trade Processing Representative (in-house trainer) is responsible for delivering effective training programs that drive employee performance, quality, and productivity within the Public Sector Lockbox environment. This role supports onboarding, cross-functional education, and continuous development, ensuring employees meet operational and compliance standards in a highly regulated, high-security setting. The trainer also serves as a subject matter expert (
** SME** ), mentor, and quality advocate.

** Work schedule Monday - Friday 3:00pm - 11:30pm*
* ** Key Responsibilities*
* ** Training & Development*
* + Utilize effective training methods to facilitate new hire onboarding and cross-functional education.

+ Deliver structured and engaging training sessions aligned with operational requirements.

+ Actively participate in all training initiatives and contribute to continuous improvement of training programs.

+ Apply strong empathy and understanding of adult learning principles to support diverse learning styles.

+ Stay current with evolving training techniques and implement best practices in instruction.

** Performance & Coaching*
* + Accountable for increasing new hire performance to meet established productivity and quality standards.

+ Monitor trainee progress and provide timely coaching, guidance, and constructive feedback.

+ Accept and provide feedback in a professional and constructive manner.

+ Escalate observed issues with new hires appropriately and in a timely manner.

+ Provide feedback and guidance to staff (as requested by leadership/AVP) regarding quality and productivity.

** Quality & Operational Excellence*
* + Accountable for maintaining quality and productivity efficiency across trainees.

+ Perform quality control checks, including spot checks and batch reviews.

+ Complete and maintain Error Tracking Spreadsheets to identify trends and improvement opportunities.

+ Demonstrate a high level of focus and attention to detail to minimize errors and rework.

+ Ensure all work aligns with departmental standards and performance metrics.

** Subject Matter Expertise  (SME)*
* + Maintain extensive knowledge of Public Sector Lockbox core functions, including:

+ Mail room

+ Batching

+ Scanning

+ Dispatch

+ Shipping Room

+ Demonstrate strong proficiency across all operational functions.

+ Maintain a working knowledge of data entry systems and processes.

** Collaboration & Team Engagement*
* + Professionally interact and collaborate with team members, peers, and managers across shifts and sites.

+ Actively participate in cross-site and cross-shift committees and initiatives.

+ Contribute to a positive team environment and foster a collaborative culture.

+ Support and promote consistency in training practices across locations.

** Compliance & Risk Management*
* + Operate within a highly regulated, high-security environment at all times.

+ Adhere strictly to departmental policies, corporate procedures, dress code, client requirements, and compliance guidelines.

+ Ensure all training reinforces compliance expectations and audit readiness.

** Change Management & Business Support*
* + Embrace organizational change and support evolving business directives.

+ Participate in self-development and company-sponsored training programs (including Citi development training).

+ Support higher-level or specialized operational tasks as needed, including assisting with sensitive processes (e.g., terminations support)

+ Demonstrate flexibility in supporting business needs across functions and teams.

** Additional Duties*
* + Perform additional responsibilities and duties as assigned by leadership.

** Qualifications*
* ** Required*
* + Strong proficiency in Public Sector Lockbox operations.

+ Experience in training, coaching, mentoring, or knowledge transfer.

+ Working knowledge of data entry functions.

+ Strong understanding of quality control and productivity standards.

+ Excellent attention to detail and organizational skills.

+ Ability to deliver feedback effectively and professionally.

+ Strong interpersonal, communication, and collaboration skills.

+ Ability to work in a fast-paced, high-security, and compliance-driven environment.

** Preferred*
*…