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Training Associate, Customer Care en Eqbank

Eqbank · Toronto, Canadá · Hybrid

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Join a Challenger

Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.

How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity.

Our company continues to grow, and today we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. 

Purpose of the Job

The Training Associate plays a key role in supporting the delivery, design and coordination of training programs for new and existing Customer Care team members. This includes onboarding sessions, upskilling sessions, and new system and/or process training. The training associate’s role will be assessing learner progress as well as maintaining accurate and engaging training materials. The training associate will ensure learners are supported throughout their training journey and they will contribute to a positive and well-managed learning experience.


Purpose of the JobThe Training Associate plays a key role in supporting the delivery, design and coordination of training programs for new and existing Customer Care team members. This includes onboarding sessions, upskilling sessions, and new system and/or process training. The training associate’s role will be assessing learner progress as well as maintaining accurate and engaging training materials. The training associate will ensure learners are supported throughout their training journey and they will contribute to a positive and well-managed learning experience.

Let's talk about the role!
  • Assist in delivering new hire, upskill, and systems training sessions, both virtually and in person as needed.
  • Apply adult learning principles to facilitate effective training in remote environments with large classroom sizes.
  • Maintain class control and engagement throughout sessions.
  • Tracks learner’s progress to set learning objectives
  • Help maintain and update training materials to reflect current processes and policies.
  • Create and format training content such as PowerPoint presentations, guides, and job aids.
  • Support virtual classroom facilitation and help address basic performance or engagement issues.
  • Track quiz scores and feedback and help identify learning gaps.
  • Share observations and trends with the Learning & Content Manager for follow-up.
  • Conduct post-training surveys and assist in evaluating training effectiveness.
  • Coordinate logistics such as scheduling sessions, booking rooms, and preparing materials.
  • Communicate training updates and reminders to staff.
  • Collaborate with subject-matter experts to ensure training content is accurate and relevant.


    • Let's talk about you!
  • 1–2 years of experience supporting or delivering training to adult learners, preferably in remote or customer care settings.
  • Demonstrated ability to manage large virtual classrooms and maintain learner engagement.
  • Experience providing feedback and coaching in a supportive environment.
  • Familiarity with instructional tools and basic content creation.
  • Working knowledge of DBCC SOPs, systems, policies, and promotions.
  • Proficiency in Microsoft Suite Programs, such as Word, PowerPoint, and Excel.
  • Strong organizational and communication skills.
  • Ability to manage multiple tasks and adapt to different learning styles.
  • Team-oriented mindset with a focus on supporting performance and identifying gaps.
  • Strong interest in pursuing, or currently working toward, a certification in Adult Education or Adult Learning & Development.
  • Flexibility to work various shifts as needed.


    • What we offer [For full-time permanent roles]
     
    💰 Competitive discretionary bonus 
    ✨ Market leading RRSP match program
    🩺  Medical, dental, vision, life, and disability benefits
    📝  Employee Share Purchase Plan
    👶🏽 Maternity/Parental top-up while you care for your little one
    🏝 Generous vacation policy and personal days
    🖥  Virtual events to connect with your fellow colleagues
    🎓  Annual professional development allowance and a comprehensive Career Development program
    💛  A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

    Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. 

    We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
     
    We can’t wait to get to know you! 
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