Customer Experience & Support (1)

About Us
Capital Bank N.A. is headquartered in Maryland and has been serving our communities since 1999. We stand as a publicly traded company (NASDAQ: CBNK) with over $3 billion in assets. We offer commercial and consumer banking services to clients primarily in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands; Capital Bank Home Loans and OpenSky, a credit card division that offers and services credit cards across all states. Our personalized approach to banking, paired with cutting-edge technology solutions and a comprehensive suite of products and services, fuels our growth, and enables us to support our customers at every stage in their financial journey.

Come join a bank where our employees thrive and are engaged in meaningful work. For the last 6 out of 7 years, Capital Bank was named one of the "Best Banks to Work For" in the U.S. by American Banker.

Position Purpose

The Digital Training & Adoption Specialist plays a critical role in ensuring the successful implementation and utilization of new digital solutions within the Bank. This position is dedicated to change management, empowering end-users, and providing ongoing support to optimize the impact of digital transformation initiatives. The Specialist is responsible for designing comprehensive training programs, developing user-friendly documentation, and collaborating closely with business units to facilitate understanding, acceptance, and effective usage of new tools and processes.

Position Responsibilities

Training & Adoption
- Develop and deliver various training programs, including classroom sessions, virtual workshops, and self-paced modules, to support the rollout of new digital tools and processes.
- Create a range of end-user materials such as documentation, quick reference guides, and job aids to assist employees in adopting new systems.
- Partner with Learning & Development team to create resources within enterprise-wide training systems and integrate them into employee onboarding and ongoing education programs.
- Serve as a “super user” and provide first-line support to staff as they transition to new digital platforms.
- Monitor user adoption rates, identify obstacles to successful uptake, and implement targeted actions to address and overcome these barriers.
Change Management
- Collaborate with the Digital Transformation Lead to develop effective communication and adoption strategies for new digital initiatives.
- Contribute to change management processes by fostering awareness, minimizing resistance, and encouraging engagement at all levels of the organization.
- Gather feedback from users during rollout phases and use these insights to recommend and facilitate improvements to systems and processes.
Collaboration & Support
- Work in partnership with Product Owners, End User Managers, and Operations Managers to ensure that training aligns with evolving business needs.
- Support User Acceptance Testing (UAT) by organizing pilot groups and documenting the outcomes of these tests.
- Maintain a regular schedule for refresher training sessions and onboarding programs for new hires, focusing on digital platforms and tools.
- Field day-to-day user support needs, solving common user issues and filtering higher-level troubleshooting to the Product Owners as needed.
Continuous Improvement
- Track usage metrics and assist in defining key performance indicators (KPIs) to measure the success of adoption efforts.
- Recommend enhancements to training programs and digital workflows based on feedback collected from end-users.
- Keep abreast of industry best practices to continually improve digital adoption and training delivery methods.

Minimum Education & Experience

Bachelor’s degree in Business, Communications, Information Systems, or a related field is preferred.
Three to five years of experience in training, change management, or digital adoption, ideally within the commercial banking or financial services sector.
Proven ability to design and deliver training programs for technology rollouts.
Experience with leading change management efforts within a commercial setting

Technical Knowledge and Skills

Knowledge of learning management systems (LMS), collaboration platforms, and digital adoption tools.
Familiarity with Prosci/ADKAR or other change management methodologies is advantageous
Experience with creating and leading presentations to executive-level management
Experience with Salesforce FSC in a commercial bank setting strongly preferred
Experience with commercial loan origination system(s) such as Abrigo is preferred

Qualifications and Skills

Strong understanding of commercial banking products and operations
Proven ability to translate business needs into technical requirements
Ability to translate complex technical concepts into accessible and user-friendly language
Strong communication and presentation capabilities.
Excellent organizational skills and meticulous attention to detail.
Empathy and patience when assisting users with varying levels of technical proficiency
High aptitude for problem solving
Self-driven and detail-oriented approach
Ability to solve or escalate issues with sound judgment
Ability to work in cross-functional teams and build strong relationships

Compensation

Base Salary Range: $75,000 - $115,000 annually. Final determination of where you are at in the salary range is based on numerous factors such as geographical location, relevant experience, skill set, education, and ability to meet qualifications within the job description.
Additional Compensation: This role will include a yearly annual target bonus based on individual performance.

Working Arrangements

This is a hybrid role. This person will ideally sit out of our Rockville, MD headquarters location.

Why Join Us?

Join a growing company with a culture that fosters an entrepreneurial spirit
Comprehensive benefits package including Medical, Dental, Vision, Company Paid Life Insurance, Disability Insurance, and more?
Company Contributions to your 401k - Regardless of your contribution
Employee Perks: Paid Parental Leave, Employee Recognition Program, Leadership Program, Tuition Reimbursement Program, Employee Bank Checking Account, and much more!
Generous Paid Time Off and Paid Holidays - Including Paid Charity Hours to support volunteer opportunities

Supporting Businesses. Helping People. Strengthening Communities.
Capital Bank, N.A. is an E-Verify, Affirmative Action and Equal Opportunity Employer.

Digital Training & Adoption Specialist

Capital Bank

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