Customer Service Center Training & Development Specialist

At Liberty, we strive to maximize our impact and exceed goals by investing in our teammates to deepen our relationships in the workplace and communities we serve. We take pride in promoting a socially responsible and sustainable future through initiatives and investment.



SUMMARY OF THE JOB:

The CSC Training & Development Specialist will assist in the delivery of all new hire and ongoing training for the Customer Service Center. In addition, the CSC Training & Development Specialist will be responsible for quality assurance and reviewing and scoring recorded interactions to provide feedback to the leadership team.

ESSENTIAL FUNCTIONS:

• Responsible for assisting the Training and Development Manager with designing, coordinating, and presenting new hire and ongoing training in the Customer Service Center.
• Training programs include but are not limited to: Customer Service Center New Hire Training, Secured Message/Chat Training, Smart Solutions Training, CSC Support Training, Mentor Training, new product or special offers training, and complaint training.
• Conducts training classes to support employee development, and enhance employee performance/productivity
• Responsible for reviewing recorded interactions on a weekly basis and providing feedback to improve the customer experience and ensure bank’s policy and procedures are followed.
• Analyzes the trends of the Quality Assurance results to recommend improvements to the training program
• Participates on bank wide special projects to identify and plan for any project related training needs that the Call Center will need to support
• Assists in the development and ongoing maintenance of a knowledge management system
• Assist with Workforce Management within the Call Center Technology
• Other duties as assigned by the Training and Development Manager
  
  

principal accountabilities:

Customer Service:

Provides courteous, efficient, personalized service and satisfactory problem resolution to each customer in accordance with customer service standards. Ability to handle complex situations and demonstrate de-escalating skills when dealing with irate or emotional customers.

Compliance:

Adheres to banks policies and procedures.

Score calls using the Quality Assurance Guidelines

Technical:

Efficiently utilizes computer systems including Outlook, Microsoft, Insight, and internal intranet platform.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Business or Education preferred or equivalent work experience
• Minimum 5 years of banking experience with call center training background
• Proficient in Microsoft word, excel, power point
  
  

PHYSICAL REQUIREMENTS:

• General Office Equipment
• Keyboard Dexterity
• Prolonged Sitting
  
  

COMPLIANCE:

Acts affirmatively in all activities under his/her control in conformance with the Bank’s Affirmative Action, Equal Employment Opportunity, and Fair Lending Programs to achieve the Bank’s goals and objectives. The bank shall provide equal employment opportunity to all qualified persons, and continue to recruit, hire, train and evaluate persons in all jobs without regard to race, color, religion, sex, national origin or veteran status.

Liberty Bank is an Equal Opportunity employer. It is the policy of Liberty Bank to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.