Develop and facilitate training that mitigates risk and strengthens employee understanding of systems, procedures, and client service strategies through a blend of virtual and in-person training.
Ensure long-term knowledge retention and practical application through new hire training and refresher training by using strategies such as skills training, knowledge assessments, quality assurance, and side-by-side observation and listening.
Develop success criteria and implement processes to measure and improve as needed.
Partner with Client Engagement Center leadership to align training initiatives with operational goals and client satisfaction metrics.
Maintain and update training materials and assessments to ensure accuracy, clarity, and relevance to current business processes, products and services.
Maintain subject matter expertise by providing live support in all channels at least one day a week and participate in call quality activities as needed.
Assist in cross-functional projects that enhance operational efficiency and the overall client experience.

Associate's degree (Required)
2 or more years of work in a contact center or customer service environment (Required)
1-2 years of experience leading a project, process or team (Preferred)
Experience with adult learning principles, scenario-based training and skills-based training.
Strong facilitation and coaching skills.
Proven client service, interpersonal, and relationship building skills. Possess effective verbal and written communication skills, including proper phone and email etiquette.
Knowledge of federal and state laws and regulations relating to deposit accounts and operations.
Knowledge of financial services and contact center platforms.

Annual incentive potential
Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life
Paid vacation time, sick time and 11 company paid holidays
401k (with up to 4% match)
Tuition reimbursement

Client Engagement Center Training Specialist

Key skills