Associate I - FDCC Trainer

First National Bank of Omaha•Omaha, NE

9d•Hybrid

About The Position

The Fraud & Dispute Trainer will be responsible for completing Fraud & Disputes Contact Center new-hire, ongoing training, while assisting in and developing new training items and materials. In addition, this role will document and update training, process, and procedural related items within the department.

Requirements

1+ years of fraud and/or dispute knowledge
High School Diploma or GED.
Intermediate in Microsoft Suite.
Demonstrated effective time management skills
Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties.
Complete compliance training and adhere to internal procedures and controls, as required.
Unrestricted work authorization and not require future sponsorship.

Nice To Haves

2+ years of training or coaching.

Responsibilities

Lead and facilitate all new hire training classes with consistency, professionalism, and alignment to departmental standards.
Deliver monthly and ad hoc ongoing training sessions focused on skill development, policy changes, system updates, and process improvements.
Adapt training schedules as needed to accommodate new priorities or evolving business needs.
Create and maintain comprehensive training materials including manuals, assessments, and presentation resources.
Ensure content accuracy by regularly updating materials to reflect changes in systems, procedures, and compliance requirements.
Partner with department leadership to assess individual and team-level training needs based on performance metrics, QA results, and operational trends.
Use data from feedback surveys, assessments, and business partner input to identify knowledge gaps and inform content updates.
Support new hires post-training by conducting call monitoring, reviewing key performance indicators, and identifying early performance concerns.
Collaborate with supervisors to provide timely coaching recommendations and address potential graduation risks.
Maintain accurate documentation of training activities including attendance, assessment results, QA outcomes, and retraining plans.
Produce and present an annual training report outlining program effectiveness, key insights, challenges, and improvement opportunities.
Maintain a strong understanding of FDCC operations by periodically handling inbound calls and alerts.
Participate in team huddles, department meetings, and cross-functional initiatives to ensure training remains aligned with frontline realities.