Associate I - FDCC Trainer

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:

 

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.

Schedule: Monday - Friday 8am to 5pm
Hybrid On-site Omaha- 3 days onsite
- Expected to be on-site at Omaha Tower or Wayne Contact Center for new hire training classes (5-6 weeks as needed)

About This Role:

 

Training Delivery & Execution

• 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.

Curriculum & Content Development

• 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.

Training Needs Assessment

• 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.

Performance Evaluation & Post-Training Support

• 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.

Training Records & Reporting

• 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.

Operational Engagement

• 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.

The Ideal Candidate for This Role:

 

Key Skills:

• Strong facilitation and communication skills, with the ability to engage diverse learner groups.
• Detail-oriented with strong organizational and documentation practices.
• Proactive and adaptable in a fast-paced, changing environment.
• Passionate about coaching, development, and continuous learning.
• Ability to effectively prioritize tasks and manage multiple initiatives simultaneously.
• Capable of gathering, analyzing, and clearly presenting information to individuals unfamiliar with the subject matter.
• Proficient in Microsoft Excel, PowerPoint, and SharePoint for content creation, data tracking, and resource management.

Required:

• 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.

Desired:

• 2+ years of training or coaching.

Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation:

 

Compensation range (base pay): $47,613.00-$78,560.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment:

It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience