Job Title: Contact Center Training Specialist

Salary: Not Specified Employment Type: Full-time Location Type: Remote

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Company Description

Vericast is the financial institution (FI) performance partner. We help banks and credit unions drive growth, improve efficiency, increase engagement and navigate change through the power of data, technology and people. Our advanced analytics, data-driven insights and integrated solution set enable better execution with agility, precision and scale. That’s why thousands of financial institutions look to Vericast and our 150 years of financial services expertise to help them achieve more.

For more information, visit http://www.vericast.com or follow Vericast on LinkedIn.

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Position Overview

The Contact Center Training Specialist supports improved and sustained high-quality contact center Specialist performance by facilitating training required for servicing payment products and services, digital banking, and other marketing programs, as well as providing feedback on learning opportunities. The role collaborates with Training and Center Leadership to determine and evaluate training and development needs in order to create training plans.

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Responsibilities

• Conducts instructor-led activities for new and existing contact center specialists as needed to support payments, digital banking, and other marketing services programs. This includes support of trainees throughout classroom training, skills enrichment training, and the first couple of days for program launches.
• Maintains knowledge of new and current processes and procedures, client information, and company compliance by utilizing new and existing resources provided.
• Provides feedback on training modules and performance, and administers quizzes and assessments to identify gaps in learning. During skills enrichment training, this includes listening to calls to provide feedback to trainees as well as side-by-side observation to provide real-time coaching.
• Performs other duties as assigned by Training Manager, Training Supervisor, or local leadership to include participating in project teams, local activities, and attending meetings.

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Qualifications

Education:

• High School Diploma or GED (Required)
• Associate's Degree (Preferred)

Experience:

• 1 or more years of call center experience (preferred)
• 1 or more years of training experience (preferred)
• Knowledge of call center operations (preferred)
• Banking experience (preferred)
• Digital banking experience (preferred)

Knowledge/Skills/Abilities:

• Strong Communication Skills
• Excellent Interpersonal Skills
• Excellent Organizational Skills
• Strong Customer Service Skills
• Ability to read/comprehend written instructions
• Ability to follow verbal instructions
• General Clerical Skills
• Basic Computer Skills
• Requires ability to express ideas clearly both verbally and in writing.
• Ability to deliver feedback and handle conflict resolution in a positive manner.
• Dynamic presentation skills with little or no supervision.
• Flexibility to adjust to a quickly changing and fast-paced environment.
• Ability to navigate and troubleshoot through technical login errors.
• Ability to interact in a professional manner with internal customers and external clients virtually and in person.
• Ability to facilitate and coordinate virtual training.

Equipment/Software Utilized:

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint
• Microsoft SharePoint
• Internet Browsers (e.g., Chrome, IE, Firefox, Edge)

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Communication and Contacts

This position may include contact with various company personnel including local and corporate staff, Field Sales, IT, HR, Workforce, and external clients, customers, and vendors.

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Other Requirements

• Some weekends, nights, and minimal travel may be required.

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Supervisory Responsibilities

• Oversees and directs activities of employees in all training environments.

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Physical Demands / Working Conditions

• Extended Use of Computer Monitor
• General Office Environment
• Balancing
• Bending / Stooping
• Carrying
• Ability to Adjust Focus
• Sitting Continuously
• Using both hands
• Feeling
• Grasping
• Handling
• Hand-to-Eye Coordination / Motor Skills
• Hearing
• Kneeling
• Reaching
• Sitting
• Standing