Position Summary:The Coach works with Written Complaint team members in support of their day-to-day responsibilities in the resolution of written customer and executive complaints. They assist in training employees, monitoring progress, and coaching them to cultivate the knowledge and skills complete all tasks associated with the resolution of written customer and executive complaints. This role oversees and performs clerical and administrative support tasks assisting the CARES Management Team. Essential Functions:Assists management with the initial training, coaching and development of new hiresAssists management in periodic refresher/pull back training programsMonitors associate productivity and performance progression to ensure compliance with internal processes and proceduresProvides feedback to associates based on quality, productivity and attendanceProvides associates with coaching & mentoringAnswers questions and assists associates with issues regarding policies and procedures Remains current on all complaint techniques, including but not limited to monitoring Pega cases and identifying current and emerging trendsShares best practices with team Assists management with identifying associates who are not effectively utilizing their training and best practices in order to efficiently resolve Pega complaint cases accurately and timelyAssists management in the development and periodic updating of training modules through various means to include systems and platformsWorks associate and management level complaints as neededAssists with the handling of ad hoc requests of managementMay be tasked with assisting management in producing, reviewing and monitoring productivity and other exception reports/queuesEscalates concerns to management staffPerforms other duties as assigned Education and Experience:High School diploma or equivalent education requiredTwo (2) years of related customer service, financial servicing and complaint experience is required Experience with First Data (FDR), Evolve, Pega, Onbase or related platforms preferredExperience or background knowledge of 1 or more operating areas (Collections, Customer Support, Security, Fraud, Disputes) preferredSummary of Qualifications:Keyboarding proficiencyFamiliarity with Windows based computer applicationsSkilled in negotiating, including the ability to persuade and modify opinions to reach goalsEffective planning, organizational, and time management skillsAbility to work under pressure; flexibility and willingness to work at a rapid pace under strict timeframesAbility to efficiently assess, understand and effectively resolve problemsAbility to understand and carry out oral and written instructionsAbility to identify potential trends and effectively communicate this information to managementAbility to communicate with others and to assimilate and understand information, in a manner consistent with essential job functionsAbility to multi-task is essentialFlexibility to work extended hours and adjust hours as neededAbility to work in a one on one environment to disseminate best practices, broad concepts and specific triggers for complaint situations or scenariosAbility to present best practices, convey procedural requirements and client specific trend information as well as the ability to test retention of these topics in both an individual and classroom environmentWork Environment/Physical Demands:Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of timeSome stress may occurTravel is generally not required This position reports to an assigned Manager and supervises no one