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Contact Center Training Specialist

2 months ago

Wichita, United States Fidelity Bank Full time

CONTACT CENTER TRAINING SPECIALIST

Job Overview: You’d make an excellent Contact Center Training Specialist if you have excellent interpersonal skills, are comfortable in fast-paced environments, and have a passion for investing in the growth and development of others.  You’ll have the opportunity to deliver memorable learning experiences to Contact Center team members in the moment through professional, fun, and interactive on-the-job training engagements.  If you’re looking for an opportunity where you can help others maximize their potential in their current role and grow their career as a banker, let’s talk.

The candidate for this position will be responsible for:

  • Providing engaging and impactful one-on-one on-the-job training to assist Contact Center employees with application of concepts and skills learned during facilitator led courses
  • Reviewing previously learned topics to ensure retention, demonstrating superior customer service skills and providing on-the-spot coaching and feedback to the trainee
  • Conducting side-by-sides, role playing and conducting practice exercises
  • Answering questions as they arise, and communicating with leadership on the trainee’s performance
  • Providing superior customer service while fulfilling customer requests in the Contact Center such as responding to general account inquiries, transaction processing through an IBM, assisting customers via chat, and troubleshooting of digital banking services
  • Timely communication with external customers and elevating customer needs to leadership when appropriate
  • Deepening relationships through value-add recommendations to existing customers and prospective customers such as identifying financial needs, responding to customer cues, making needs-based recommendations, completing outbound calls, and referring to business partners as appropriate
  • Ensuring internal customer inquiries are addressed in a timely and professional manner
  • Assisting the Retail Learning & Development team with various tasks by priority assigned, such as responding to email inquiries, answering calls to the Retail Training support line, intranet updates, and collaboration with the Retail Training Facilitators

Requirements for the position include:

  • A high school diploma (or equivalent)
  • 2+ years of Retail banking experience
  • 1+ years of customer service experience
  • Ability to multitask between action and facilitation
  • Attention to detail and ability to use judgment and discretion regarding customer transaction and confidential information
  • Strong sales, service and computer skills including Microsoft Office
  • Must be organized with good time management skills, self-motivated and team oriented with a positive attitude and an ability to remain poised in the face of stress
  • The ability to work flexible and/or late hours as well as the potential for occasional travel

Preferred qualifications for this position include:

  • Associate's degree in training or related field
  • Professional certifications related to training
  • 1+ years on-the-job training experience
  • Experience with both teller and new accounts

EO/AA Employer: Title VII/Protected Veterans/Disability Status