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    Hub Trainer - Cardiff, United Kingdom - FinTech People

    FinTech People
    FinTech People Cardiff, United Kingdom

    2 weeks ago

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    Description

    A leading and innovative banking company is seeking a new Financial Health Trainer to deliver training and provide ongoing coaching to a new and growing team supporting customers in pre-arrears or acute financial difficulty.

    This is a brand new role in a brand new team supported by a dedicated Learning & Development Team and Customer Operations Management.

    Design and delivery of the Financial Health Academy programme, ensuring the programme meets its expected customer outcomes and is delivered in line with company and regulatory expectations.

    Provide ongoing expert coaching for the Financial Health team in relation to pre arrears activities and vulnerable customers in early financial difficulty.

    Ensure skills assessments are undertaken during academy and outcomes are aligned to the Customer Operations Training and Competence framework.

    Assess the quality of learning and knowledge using creative and varied methods ensuring outcomes are aligned to the Customer Operations Training and Competence framework.

    Promote self development and self serve tools such as 'Confluence' hubs & external sources.
    Responsible for ensuring all training records are kept up to date and the skill matrix is correctly maintained.
    Up to date knowledge of FCA regulatory requirements, in particular CONC and Principle 7.
    Previous experience in supporting customers with potential or actual financial difficulties or collections.
    Experience of working in a customer facing role within a Financial Services environment.
    Proven experience of delivering coaching and facilitation of training within a regulatory environment.
    Excellent presentation and training skills, comfortable presenting in large groups and conducting role plays.
    Ability to create professional, effective training and briefing material from procedural and policy documentation.


    Hybrid working:
    Office based training and then 2 days per week in central Cardiff office.
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