Customer Experience Trainer

2 days ago

Wichita, Kansas, United States Fidelity Bank Full time
Job Overview:

You'd make an excellent Customer Experience Trainer 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 Customer Service 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 banking professional, let's talk.

Key Responsibilities:
  • Provide engaging and impactful one-on-one on-the-job training to assist Customer Service employees with application of concepts and skills learned during facilitator-led courses.
  • Review previously learned topics to ensure retention, demonstrate superior customer service skills, and provide on-the-spot coaching and feedback to the trainee.
  • Conduct side-by-sides, role-playing, and conducting practice exercises.
  • Answer questions as they arise, and communicate with leadership on the trainee's performance.
  • Provide superior customer service while fulfilling customer requests in the Customer Service area, 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.
  • Deepen 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.
  • Ensure internal customer inquiries are addressed in a timely and professional manner.
  • Assist the Retail Learning & Development team with various tasks by priority assigned, such as responding to customer inquiries, answering calls to the Retail Training support line, intranet updates, and collaboration with the Retail Training Facilitators.
Requirements for the Position:
  • 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:
  • 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.

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