What are the responsibilities and job description for the GTS Senior Training Specialist position at East West Bank?
Overview
East West Bank is seeking a GTS Senior Training Specialist. This is an experienced level Treasury Management Services position. In addition to supervising non-exempt associates, the supervisor will be responsible for the timely coordination and completion of customer trainings, via phone, webinar or onsite, along with reviewing set-up accuracy. The supervisor must have a thorough knowledge of Treasury Management Products, including backend system set-up and customer functionality. The supervisor will be familiar with the latest security controls offered by the Bank's application and be able to clearly communicate the benefits to customers. Job functions may vary and other duties assigned based on business need.
Responsibilities
- Supervise a team of non-exempt employees and ensure compliance with Bank policies, including schedule adherence. Oversee the team’s performance to meet or exceed established SLAs by leveraging technology, automation, and revised process efficiencies. Create employee development plans and provide coaching on best practices, while holding individuals accountable for their performance. Act as the backup to department manager and support him / her by developing and analyzing production reports. Follow up on complex research requests and problems and independently resolve customer escalations.
- Develop and maintain customer facing training material, including : online video tutorials, instructor led webinars, product guides, customer communications, etc. Develop and maintain training material internal to the bank. Document, recommend, and implements training best practices to ensure consistency between Customer Training Specialists. Monitor client feedback and escalate trends relative to Treasury Management products and services
- Associate must have a thorough knowledge of TMS products including : related worksheets, backend system set-up, and customer functionality. Provide timely communication (email and phone) to follow-up with customers to schedule training sessions. Coordinate final on-boarding steps and successfully conduct professional level customer trainings through various channels (. phone, group webinar, onsite, , while meeting service level metrics. Participate on internal customer calls and provide support for special / complex customer requests. Perform quality reviews to ensure accuracy of work being produced.
- Demonstrates knowledge of and is sensitive to the current regulatory environment; adheres to the Bank’s Risk Vision, and risk management policies and programs; recognizes and proactively addresses risk (including but not limited to those associated with Bank Secrecy Act, anti-money laundering, consumer compliance, fair lending, fiduciary responsibilities, and privacy); identifies and appropriately manages risk. Must complete all Bank and Departmental certifications timely.
Qualifications
Compensation
The base pay range for this position is USD $80,000.00 / Yr. - USD $95,000.00 / Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.
East West Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. Reasonable accommodations for disability are provided to applicants and employees in accordance with applicable law.
Salary : $80,000 - $95,000
