Cash and Trade Processing Representative

The Cash and Trade Processing Representative (in-house trainer) is responsible for delivering effective training programs that drive employee performance, quality, and productivity within the Public Sector Lockbox environment. This role supports onboarding, cross-functional education, and continuous development, ensuring employees meet operational and compliance standards in a highly regulated, high-security setting. The trainer also serves as a subject matter expert (SME), mentor, and quality advocate.

Work schedule Monday - Friday 3:00pm - 11:30pm

Key Responsibilities

Training & Development

• Utilize effective training methods to facilitate new hire onboarding and cross-functional education.
• Deliver structured and engaging training sessions aligned with operational requirements.
• Actively participate in all training initiatives and contribute to continuous improvement of training programs.
• Apply strong empathy and understanding of adult learning principles to support diverse learning styles.
• Stay current with evolving training techniques and implement best practices in instruction.

Performance & Coaching

• Accountable for increasing new hire performance to meet established productivity and quality standards.
• Monitor trainee progress and provide timely coaching, guidance, and constructive feedback.
• Accept and provide feedback in a professional and constructive manner.
• Escalate observed issues with new hires appropriately and in a timely manner.
• Provide feedback and guidance to staff (as requested by leadership/AVP) regarding quality and productivity.

Quality & Operational Excellence

• Accountable for maintaining quality and productivity efficiency across trainees.
• Perform quality control checks, including spot checks and batch reviews.
• Complete and maintain Error Tracking Spreadsheets to identify trends and improvement opportunities.
• Demonstrate a high level of focus and attention to detail to minimize errors and rework.
• Ensure all work aligns with departmental standards and performance metrics.

Subject Matter Expertise  (SME)

• Maintain extensive knowledge of Public Sector Lockbox core functions, including:
  • Mail room       
  • Batching
  • Scanning
  • Dispatch  
  • Shipping Room
• Demonstrate strong proficiency across all operational functions.
• Maintain a working knowledge of data entry systems and processes.

Collaboration & Team Engagement

• Professionally interact and collaborate with team members, peers, and managers across shifts and sites.
• Actively participate in cross-site and cross-shift committees and initiatives.
• Contribute to a positive team environment and foster a collaborative culture.
• Support and promote consistency in training practices across locations.

Compliance & Risk Management

• Operate within a highly regulated, high-security environment at all times.
• Adhere strictly to departmental policies, corporate procedures, dress code, client requirements, and compliance guidelines.
• Ensure all training reinforces compliance expectations and audit readiness.

Change Management & Business Support

• Embrace organizational change and support evolving business directives.
• Participate in self-development and company-sponsored training programs (including Citi development training).
• Support higher-level or specialized operational tasks as needed, including assisting with sensitive processes (e.g., terminations support) 
• Demonstrate flexibility in supporting business needs across functions and teams.

Additional Duties

• Perform additional responsibilities and duties as assigned by leadership.

Qualifications

Required

• Strong proficiency in Public Sector Lockbox operations.
• Experience in training, coaching, mentoring, or knowledge transfer.
• Working knowledge of data entry functions.
• Strong understanding of quality control and productivity standards.
• Excellent attention to detail and organizational skills.
• Ability to deliver feedback effectively and professionally.
• Strong interpersonal, communication, and collaboration skills.
• Ability to work in a fast-paced, high-security, and compliance-driven environment.

Preferred

• Experience in a regulated or financial services environment.
• Familiarity with adult learning methodologies and training delivery techniques.
• Experience working acr