Technical Trainer

Who we are

ActionLabs is composed of IT experts committed to providing end-to-end IT services and solutions. We stand at the intersection of technology and partnership, helping enterprises navigate complex IT landscapes with confidence.

With more than a decade of experience, trusted technology partners, nationwide presence, and a team of competent industry professionals, we aim to deliver managed services anytime, anywhere, to help businesses excel in their respective fields with improved internal and external operations.

Job Description:

Designs, delivers, and facilitates initial and ongoing training programs for Treasury Management Technical Support Associates (Tier 1 and Tier 2).

Provides in-depth product, system, and process training for Treasury Management services via classroom, virtual, and on-the-job training methods.

Translates complex technical and operational procedures into easy-to-understand training content and job aids.

Coaches associates on handling complex customer scenarios, escalations, and non-standard issue resolution.

Ensures training aligns with business requirements, customer experience standards, compliance, and risk mitigation practices.

Maintains up-to-date training materials by partnering with product, operations, and risk teams on changes to systems, policies, and procedures.

Evaluates training effectiveness through assessments, call observations, feedback, and performance metrics, and recommends improvements.

Supports first call resolution goals by reinforcing best practices, troubleshooting techniques, and customer communication skills.

Provides guidance on risk mitigation activities including activation/deactivation of high-risk product services (i.e., teller positive pay, etc.) and identifying potential fraud or suspicious activity.

Acts as a subject matter expert (SME) for Treasury Management products and provides floor support as needed.