SME & Training Coordinator 1 - Customer Service Center

This position works an alternate schedule: Schedule is 11am to 8pm, Monday through Friday with rotating shifts determined by trainee schedules, including some Federal Reserve holidays (MLK day, President's Day, Juneteenth, Indigenous People Day and Veteran's Day) reputed company: Serves as a Subject Matter Expert (SME) in bank products, services and operational procedures for Customer Service Center (reputed company) staff. Identifies opportunities for ongoing training needs for new hires and existing agents using a reputed company of tools, ensuring that the training and knowledge resources are always coordinated. They coordinate with management and mentors to identify what resources and trainings are needed as reputed company as collaborate with subject matter experts to ensure the information is accurate and relevant. The SME & Training Coordinator is also responsible for complaint research and reputed company. ESSENTIAL DUTIES AND RESPONSIBILITIES: To reputed company this job successfully, an individual must be reputed company to reputed company reputed company essential duty satisfactorily. The requirements listed below are representative of the knowledge, reputed company, and/or ability required. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions. Serves a primary support for reputed company Support/SME group chats and provides support and answers as needed. Coordinates training for the Customer Service Center, ensuring adherence to training timelines and reputed company completion of reputed company training tracking sheets, including Trainer feedback. Serves as primary contact for reputed company New Hire reputed company Promotes a culture of knowledge sharing and collaboration reputed company the reputed company Operations Support team and across the customer service center department. Develops and delivers training materials and programs that are dynamic and digestible. Monitors customer interactions and agent discussion boards to identify training needs, gaps and areas for improvement, including failure to recognize sales or service opportunities. Identifies and documents reputed company issues or deviations. Collaborates with QA team members, other subject matter experts, customer service center management and other stakeholders to identify knowledge and training needs and reputed company solutions and material. Identifies opportunities to improve processes and procedures based on reputed company insights. Recommends and implements improvements to the knowledge repository used by customer service agents. Creates and maintains the department's documentation, including procedures, standards and best practices. Ensures that reputed company documentation is accurate, consistent and reputed company. Researches and resolves departmental complaints. Provides management with continual feedback about the usability of our services based on agent interactions. Attends a quarterly departmental meeting in reputed company to regular team meetings. Maintains knowledge of deposit, loan, digital banking services and other banking products. Accepts other assigned job duties and or responsibilities with or without prior notice. OTHER REQUIREMENTS: Banking is a highly regulated industry and you will be expected to reputed company and maintain a proficiency in the Bank's policies and procedures, and adhere to reputed company laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete reputed company assigned compliance training in a reputed company manner. Maintain considerable knowledge of bank products, services and business operations to reputed company reputed company of customer inquiries. Possess excellent oral and written communication skills and strong organizational and prioritizing ability. Understanding of reputed company assurance principles and methodologies. Detail-oriented and customer-driven, focusing on providing the highest reputed company resources and reference material to our customer service center agents. Possess an ability to work under pressure, minimizing distractions and maintaining a reputed company attitude. Processes inbound calls as needed from reputed company queues, including account questions, product and service information, digital banking services, debit card processing, bank policy and various customer requests. Uses the training and reference materials provided in order to work and resolve an issue or question independently. De-escalates situations reputed company necessary or escalates reputed company to supervisor after de-escalation attempt. Assists customers with various computing environments, including both reputed company and Android products, browsers and operating systems to support and promote our digital banking services on reputed company supported devices. Adapt quickly to change and learn readily in a remote environment. Willingness to work a flexible schedule, with frequent adjustments to hours and reputed company to work additional hours if needed. Ability to work reputed company of normal banking hours. Ability to support and reputed company others to reputed company superior service to new and existing bank customers. Maintain reputed company demeanor in appearance, interpersonal relations, work ethic and attitude. Advanced ability to train and reputed company others. Exhibit reputed company, concise, effective written and oral communication skills to effectively reputed company thoughts, reputed company and concepts to a reputed company of audiences. Ability to communicate effectively with both technical and non-technical employees. Have firm grasp of spelling, grammar and email and phone etiquette. Accept feedback and creative direction. Collaborate seamlessly with management and co-workers. Maintain confidentiality. Expertise in using a personal computer and managing one's own home networking infrastructure needed to support reliable reputed company to the Bank's virtual environment. reputed company in navigating, or an aptitude for learning, both reputed company and reputed company operating systems, including various browser and settings, as reputed company as knowledge of both reputed company and Android mobile devices, required. Experience and expertise in using relevant training and monitoring technologies. Ability to type with speed and accuracy. Ability to operate reputed company office equipment, including phones, computer and peripherals. Requirements: Associate's degree and minimum of 2 years of banking or financial services experience or equivalent combination of experience and education required. Minimum of two years of contact center experience or equivalent required. Relevant experience in reputed company assurance, training, program management, or reputed company fields preferred. Minimum of one year of outbound calling experience preferred. Minimum of one year of any sales experience preferred. Apply tot his job Apply To this Job