Position Summary:

The position of Call Center Training Specialist is established to provide operational, sales, and member service training in partnership with the SDCCU training department, to ensure that employees within the call center and lending call center can perform knowledgeably and professionally in those aspects of their positions. This position provides no ongoing supervisory responsibilities; however, assumes temporary supervisory responsibility during the duration of a training class due to the trainer/trainee relationship. Maintain quality service standards set by the organization.

Essential Duties and Responsibilities

• Plan and coordinate training schedule with Workforce Management (WFM) to ensure appropriate weekly staffing and personnel training plan progression.
• Conduct and ensure onboarding activities for new hires at designated locations.
• Develop training content including technical instruction, games, quizzes, role-plays, discussions, visual aids, video or audio re-enactment or recording modifications, and other training reinforcement activities.
• Conduct new hire and job training in person or remotely via video or audio channels.
• Assist management in evaluating job performance, employee counseling and documentation. Act as a positive role model to staff and assist staff with improving performance.Promote high morale and teamwork within the department.
• Evaluate training effectiveness through post-training assessments, surveys, feedback, and direct observation of calls, Secure Messages and Live Chat transcripts, and adjust training as needed.
• Work with the training department, Quality Assurance (QA), and Call Center Management to determine training needs and create training roadmaps, facilitator guides, and onboarding checklists for all new Call Center employees.
• When conducting training, evaluate trainees’ performance during the training program; provide coaching when appropriate, document training performance, and escalate performance issues as needed.
• Identify and make recommendations to improve or update training programs.
• Interpret how policy and procedure updates apply to Call Center roles and training, and update training manuals and materials as needed.
• Coordinate bilingual certification testing with recruiting, review bilingual certification policy details with employee, and act as proctor.
• Assist staff with continuing education regarding product knowledge, selling techniques and the sales program, IRA’s, New Accounts, Lending, and other intermediate and advanced learning modules.
• Complete daily, weekly and monthly reports as assigned.
• Perform audit functions as assigned by management.
• Participate in AML/BSA compliance training as assigned.Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
• Demonstrate leadership in words and actions on a daily basis; act as role model for success and engagement. Create a positive work environment conducive to trust and transparency.
• Review and ensure accuracy of timesheets of staff in training, ensuring meal and rest breaks remain in compliance.
• Follow and reinforce all established policies and procedures, including but not limited to proper authentication and verification.
• May answer calls to the staff assistance line, and act in other capacities as an informational resource, providing guidance and training to employees.
• May assist members with problems/complaints in writing, over the phone, through Live Chat, Secure Messages, or external emails when employees are unable to resolve or when the department is understaffed or busy.

Other Duties and Responsibilities

• Perform other duties as assigned, including special projects.
• Back up to Assistant Managers and Quality Assurance personnel as needed.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear.The employee is frequently required to stand and reach with hands and arms.The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Minimum Qualifications (Education, Experience, Skills)

• Bachelor's Degree in training, education, communications, or equivalent work experience.
• Minimum of five (5) years of total experience to include: two (2) years’ prior work experience in the financial services industry, preferably banking or credit unions with demonstrated knowledge of policies and procedures in the financial industry; two (2) years’ prior work experience in training delivery and development, one (1) year of supervisory experience, preferably in a call center environment.
• Professional and effective oral, written, and public presentation and communication skills.
• Technically proficient and able to learn training development software tools.
• Demonstrated ability to create well organized, succinct technical training documentation.
• Successful completion of the Credit Union’s Real Estate Certification Training Program once hired into the position. Professional appearance and demeanor.
• Basic knowledge of personal computers. Working knowledge of Microsoft Office (Word. Outlook and Excel.
• Ability to travel to off-site training sessions.
• Demonstrated success in planning, organizing, leading and oversight of people and activities.
• Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.
• Must be eligible for, obtain, and maintain a NMLS License.