Client Services Quality Assurance Trainer - City National Bank
Los Angeles, CA
About the Job
*CLIENT SERVICES QUALITY ASSURANCE TRAINER*
WHAT IS THE OPPORTUNITY?
Responsible for working with internal teams to obtain an in depth understanding of all Treasury products and document detailed process guides for Client Services ensuring they are always up to date. Develop and deliver training to Client Services team on Treasury products. Gather, track and deliver client feedback to designated product managers. Create, review and refine quality measurements for Client calls and update team performance documents to ensure team is given timely and accurate feedback. Design and train all product updates to client service team and ensure all documented procedures match client experience.
What you will do
* Create tutorials to help end-users use a variety of applications
* Execute training sessions to raise product awareness, enhance colleague knowledge and support business objectives
* Establish and institute effective training methods, techniques and tools to support learning objectives
* Establish effective working relationships with line of business colleagues, product managers and subject matter experts
* Identify procedures and scenarios for the quality control of products and services
* Process product reviews and inform the development team of defects and errors
* Monitor efforts to resolve product issues and track progress
* Spot areas for improvement to enhance the product's efficiency
* Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements
* Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience
* Create tutorials to help end-users use a variety of applications
* Create, review and refine user experience documents
* Assure the reliability and consistency of production by checking processes and final output
* Report all malfunctions to production executives to ensure immediate action.
* Training, motivating, coaching, and correcting employees to ensure that standards are met.
* Create project schedules identifying all tasks required for small, medium and large testing events.
* Creates and modifies procedures to solve business problems. Defines problems and identifies solutions for project requirements.
* Good knowledge of project management techniques is required.
* Strong technical knowledge, with hands-on experience with industry-standard tools and languages
* Ability to lead projects in establishing and supporting project goals, tasks and priorities or regularly coach other project personnel to ensure forms are developed in a way that complies with architectural standards and established methodologies and practices.
* Contribute to implementation and ongoing improvement of department's deployment process and offer opinions on readiness of projects to move on to the next stages.
* Devises or modifies procedures to solve problems considering computer equipment capacity and limitations, operating time and form of desired results.
* Maintains contact with vendors, industry peers, and professional associations to keep informed of existing and evolving industry standards and technologies.
*Must-Have
* Minimum 2 years Banking or Financial Customer service
* Minimum 3 years' experience in banking or financial services industry required
* Minimum 5 years Microsoft Office experience required
*Skills and Knowledge*
*Compensation*
Starting base salary: $31.39 - $50.14 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
To be considered for this position you must meet at least these basic qualifications*
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
*Benefits and Perks*
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our [ Benefits and Perks](https://image.emails.cnb.com/lib/fe5e15707c640c78771c/m/10/cbedd856-c2fc-491b-a625-3ab7a0fd9a65.pdf).
*INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT*
City National Bank is an equal opportunity employer committed to diversity and inclusion. 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 basis protected by law.'
ABOUT CITY NATIONAL
We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies.
#CA-DH
WHAT IS THE OPPORTUNITY?
Responsible for working with internal teams to obtain an in depth understanding of all Treasury products and document detailed process guides for Client Services ensuring they are always up to date. Develop and deliver training to Client Services team on Treasury products. Gather, track and deliver client feedback to designated product managers. Create, review and refine quality measurements for Client calls and update team performance documents to ensure team is given timely and accurate feedback. Design and train all product updates to client service team and ensure all documented procedures match client experience.
What you will do
* Create tutorials to help end-users use a variety of applications
* Execute training sessions to raise product awareness, enhance colleague knowledge and support business objectives
* Establish and institute effective training methods, techniques and tools to support learning objectives
* Establish effective working relationships with line of business colleagues, product managers and subject matter experts
* Identify procedures and scenarios for the quality control of products and services
* Process product reviews and inform the development team of defects and errors
* Monitor efforts to resolve product issues and track progress
* Spot areas for improvement to enhance the product's efficiency
* Work with internal teams to obtain an in-depth understanding of the product and the documentation requirements
* Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience
* Create tutorials to help end-users use a variety of applications
* Create, review and refine user experience documents
* Assure the reliability and consistency of production by checking processes and final output
* Report all malfunctions to production executives to ensure immediate action.
* Training, motivating, coaching, and correcting employees to ensure that standards are met.
* Create project schedules identifying all tasks required for small, medium and large testing events.
* Creates and modifies procedures to solve business problems. Defines problems and identifies solutions for project requirements.
* Good knowledge of project management techniques is required.
* Strong technical knowledge, with hands-on experience with industry-standard tools and languages
* Ability to lead projects in establishing and supporting project goals, tasks and priorities or regularly coach other project personnel to ensure forms are developed in a way that complies with architectural standards and established methodologies and practices.
* Contribute to implementation and ongoing improvement of department's deployment process and offer opinions on readiness of projects to move on to the next stages.
* Devises or modifies procedures to solve problems considering computer equipment capacity and limitations, operating time and form of desired results.
* Maintains contact with vendors, industry peers, and professional associations to keep informed of existing and evolving industry standards and technologies.
*Must-Have
* Minimum 2 years Banking or Financial Customer service
* Minimum 3 years' experience in banking or financial services industry required
* Minimum 5 years Microsoft Office experience required
*Skills and Knowledge*
*Compensation*
Starting base salary: $31.39 - $50.14 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
To be considered for this position you must meet at least these basic qualifications*
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
*Benefits and Perks*
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our [ Benefits and Perks](https://image.emails.cnb.com/lib/fe5e15707c640c78771c/m/10/cbedd856-c2fc-491b-a625-3ab7a0fd9a65.pdf).
*INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT*
City National Bank is an equal opportunity employer committed to diversity and inclusion. 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 basis protected by law.'
ABOUT CITY NATIONAL
We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies.
#CA-DH
Source : City National Bank