Training Facilitator, Consumer Operations (COO)

Location:

4224 Ridge Lea Road, Amherst New York

Position Overview

The Consumer Operations (COO) Training Facilitatoris a dynamic and integral role within our financial institution, responsible for developing, implementing, and facilitating comprehensive training programs. This position encompasses a range of responsibilities, including overseeing project tasks, administrative duties, and cross-departmental training facilitation. This training facilitator will work in a collaborative and fast-paced environment. The role requires flexibility, creativity, and the ability to manage multiple tasks simultaneously. There will be opportunities for professional growth and development, as well as interaction with diverse teams and departments within the institution.

Essential Job Functions

Project Tasks

• Training Program Development: Design and develop training materials, including manuals, e-learning modules, workshops, and seminars tailored to Loan, Payment, and Operational Services.

• Project Management: Oversee training projects from start to finish, ensuring that milestones are achieved within the established timeline and budget.

• Needs Assessment: Conduct regular assessments to identify training needs and gaps across departments and create targeted training solutions.

• Evaluation and Reporting: Measure the effectiveness of training programs through evaluations and feedback and prepare detailed reports for senior management.

Administrative Tasks

• Coordination: Arrange and manage training schedules, venues, and equipment to guarantee the smooth execution of training sessions.

• Record Keeping: Maintain accurate records of training sessions, participant attendance, and feedback.

• Compliance: Ensure all training programs comply with regulatory requirements and industry standards.

• Communication: Consult with department heads and stakeholders to communicate training objectives and updates.

• Resource Allocation: Manage training resources, including budgeting and procurement of materials and tools.

Training Facilitation

• Delivery: Facilitate engaging and effective training sessions for employees across various departments, focusing on loan, payment, and operational services.

• Interactive Learning: Utilize diverse training methods, including interactive workshops, role-playing, and simulations to enhance learning experiences.

• Mentorship: Provide one-on-one mentorship and support to employees to help them apply learned skills to their roles.

• Cross-Departmental Collaboration: Work closely with all departments to ensure training programs meet their specific needs and objectives.

• Continuous Improvement: Stay updated with industry trends and best practices to continuously improve training content and delivery methods.

Required Qualifications

• Bachelor's degree (preferred) or equivalent work experience.

• Demonstrated training or leadership background.

• Success in technical subjects and ability to explain concepts clearly.

• Adaptable approach for different learning styles and behavior recognition.

• Commitment to a learning organization and team environment.

• Business, technical, and cross-functional skills for problem-solving and timely decisions; understanding of financial and performance metrics.

• Collaborative and independent work within and beyond defined job functions.

• Strong verbal and written communication with positive influence on large audiences.

• Ability to work with Leaders and in a High-Paced environment with several initiatives.

Preferred Qualifications

• Minimum of 3+ years of experience in a training facilitator role within a financial institution.

• Experience with Consumer Operations (COO) operational systems and processes.

• Excellent project management and organizational skills.

• Proficiency in Instructional designing and creating training programs.

• Proficiency in MS Office Suite and e-learning platforms.

Competencies and Skills

• Communicates openly and effectively.

• Coaching and feedback.

• Influences and motivates others.

• Proactive and action oriented.

• Innovative thinker with a passion for continuous learning.

• Detail-oriented with a strong commitment to quality.

• Able to adapt to changing environments and priorities.

• Drive for results.

• Champion change and innovation.

• Excellent written skills.

• Presentation skills.

• Adapts quickly to a fast past environment

Equipment Used

• PC

• Microsoft Office Suite

• Instructional Design Software

• Audio/Video Equipment for Virtual Learning

Training Required

• Fundamentals of Effective Instruction.

• On the job training as necessary.

• Classes as assigned.

Core Competencies

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Work Location Category

Hybrid (2+ days)

This position has a minimum of 2+ days a week in office, however, the role will often require the teammate to be in the office more than two days due to the nature of in person facilitation and training.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $48,000.00 - $72,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 09/03/2026

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.

 

 

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