Designs, develops and implements Chargebacks, Disputes and Fraud learning programs aligned with business priorities and needs.
Works with key operational and leadership teams to continually improve Standard Operation Procedure (SOP) and optimize their operational environment.
Drives day to day activities to ensure operational SOP's are effectively managed and maintained from a governance and on-going operations perspective.
Acts as the primary point-of-contact for all SOP processes by collaborating closely with our global teams to develop and deliver globally consistent trainings and efficient processes.
Oversees the maintenance and enhancement of a SharePoint-based procedure repository.
Tracks all SOP's from creation to implementation, including managing SOPs requiring review or about to expire.
Delivers engaging and interactive training programs to onboarding new hires and Chargeback and Dispute Analysts.
Proficient in the usage of wide variety of training channels to achieve training and business objectives; including digital/online modules, live trainings, manager coaching, rep coaching, and full-bodied training curriculum.
Able to create upbeat, engaging, and positive classroom and virtual training environments for the learners.
Performs periodic reviews, analysis and revisions of training materials to determine effectiveness of training and adherence to SOPs.
Builds and maintains a strong knowledge of the business, including internal and external trends, and keeps up to date with i2c Inc. business, payments industry and regional nuances.
Creates an inclusive environment for all learners as well as being able to lead to success a dynamic group by communicating clear guidelines and instructions.
We are looking for:
Minimum Education: Required: Bachelor’s degree (B.A.) from 4year College or university or equivalent
Required Experience: Minimum 2years related experience and/or training or equivalent.
Proven track record in creating, organizing and developing standardized SOPs and content creation specific to banking industry regulations (Reg E/Z, SAR, FCRA, MasterCard, Visa) while also combining with internal processes and tools.
Required Experience: Minimum 1-2 years in payments industry working disputes/chargebacks or fraud.
Passion for creating, teaching and providing the best learning experiences for adult learners.
Strong writing and content creation skills.
Ability to assess effectiveness of SOPs through internal auditing processes.
Experience in delivering formal or informal learning programs using single channel or blended approaches, including virtual and classroom-based instructor-led training (ILT), peer-to-peer learning, on-the-job learning and eLearning.
Ability to facilitate workshops while increasing participant’s learning experience.
Ability to comprehend and translate complex technical concepts into terms that are easy to understand for non-industry audiences in an influential and persuasive manner.
Strong communication (written and verbal) and consulting skills.
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Microsoft Office: Outlook, Word, PowerPoint and Excel.
Knowledge of Microsoft Teams, Skype, Zoom, and other online training/meeting platforms.