Servicing Training Specialist - KYC

Job Description

The Servicing Training Specialist role facilitates key learning and development initiatives that support business objectives and fosters employee growth. They are responsible for conducting onboarding sessions for new hires and support continuous learning initiatives, conducting refreshers and facilitating upskilling opportunities. The Servicing Training Specialist must guarantee that all training materials are up-to-date, meticulously maintained and version-controlled as well as supporting the planning & logistics of training sessions.

Training facilitation

• Delivers engaging and informative training sessions; facilitator led trainings to be held in person (where possible)

• Facilitates learning sessions according to the Facilitators' Guide and Train the Trainer sessions

• Acts as a Subject Matter Expert (SME) in the designated areas

• Conducts all facilitator-led training sessions live and on-site, unless exceptions are approved by a direct lead

• Conducts refresher trainings based on learning needs analysis

Training planning and logistics

• Ensures timely scheduling of all participants for training sessions working in conjunction with Recruitment, Workforce Management and Operational teams

• Works with the Office team, UT and other teams to have the right rooms with the right equipment available for all training sessions, as well as having all accesses sorted for each trainee prior the sessions

• Supports training participants’ enrollment, tracks and reports on attendance

Support continuous improvement projects

• Gathers and analyses training feedback, assessments, and observations to identify trends and areas for improvement

• Provides insights and suggestions based on data collected from training sessions to senior specialists or the Training Lead for further review and opportunity scoping

• Regularly reviews and updates training materials to ensure alignment with current policies, procedures, and regulatory requirements

Assess learning outcomes

• Evaluates Wisers’ understanding of key concepts and procedures through knowledge quizzes, assessment and/or practical exercises

• Provides insights and feedback to the Operational Leads, Senior Specialist and Training Lead, based on the new hires' performance results within and post-onboarding

Collaborate with stakeholders

• Engages in cross-functional collaboration by working with various stakeholders to align training efforts with compliance objectives

• Shares training insights by regularly providing feedback and reporting on training sessions to stakeholders

• Provides new hire scorecards by distributing scorecards to Operational Leads to track new hires' performance and progress

Continuous learning

• Maintains operational knowledge by participating in case handling and operational activities according to the monthly expectations to maintain up-to-date product and process knowledge

• Reviews updates and internal knowledge bases regularly to stay informed about standard operating procedures, best practices, and challenges of operational agents

• Incorporates these insights into training improvements where applicable

Qualifications

Certified facilitator:

• Successful completion of internal certification programs or mechanisms established by the organization to qualify for facilitating training sessions

• Demonstrated ability to adhere to and implement the organization's training standards and protocols

Facilitation Experience:

• Demonstrated experience in facilitating training sessions & workshops for diverse audiences

• Expertise in using various facilitation techniques to engage participants and enhance learning outcomes

Communication and Presentation Skills:

• Exceptional presentation and public speaking skills, with the ability to convey complex information in a clear and engaging manner

• Strong ability to create an interactive and inclusive learning environment

Adaptability and Responsiveness:

• Ability to adapt facilitation style and methods to meet the needs of different learning styles and participant backgrounds

• Quick and effective responsiveness to participant feedback and questions during sessions.

Experience required

• Experience in training delivery preferred, but not a must

Additional Information

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

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