Member Service Training Specialist

Location US-NY-Long Island City
Category
Customer Service

Overview

For MDS Applicants: Must be a current MSR II Specialist or higher for consideration.

 

Ensures that Call Centre staff are trained and kept up-to-date on operational processes, products, services, sales promotions and system enhancements to ensure that a consistent level of quality service is provided to staff and members.

Responsibilities

  • Provide training to new Call Centre staff on processes, products and services, sales promotions and systems to enable sales and service success within a reasonable time after hire.
  • Keep staff up-to-date on new policies/procedures, operational changes, system enhancements and new products and services.
  • Partner with the Call Centre Supervisor – Training & Quality Assurance and/or the Member Service Quality Assurance Specialist to create training plans and training materials to ensure proper planning and execution of training efforts.
  • Prepare and deliver timely performance feedback, including 3-month evaluations if applicable, and offer feedback/coaching to ensure the delivery of service and sales excellence.
  • Keep all training materials organized and up-to-date, and maintain record of staff training.
  • Keep staff motivated via ongoing feedback and development.
  • Work with Call Centre management to determine and schedule ongoing training needs of staff.
  • Partner with the Member Service Quality Assurance Specialist to identify training needs as a result of quality reviews of member requests from all interaction channels.
  • Help to ensure department processes and operational procedures are up-to-date in the Document Library.
  • Ensure compliance of federal regulations and UNFCU policies, procedures, and standards.

Qualifications

TYPE & AMOUNT OF EXPERIENCE:

  • Associate’s degree (or some college coursework completed) and 3-5 years in a call center environment, preferably within the banking/financial services industry
  • Previous responsibility for coaching/mentoring/training others required
  • Thorough knowledge of department policies and procedures

 

TECHNICAL COMPETENCIES:

  • Intermediate to advanced computer aptitude and Microsoft Office skills
  • Knowledge of Contact Center Management systems and reports preferred

 

BEHAVIORAL COMPETENCIES:

  • Strong analytical and problem solving skills
  • Ability to evaluate with confidence while using a non-judgmental approach
  • Ability to organize work and set priorities in a fast paced environment
  • Ability to manage relationships at all levels throughout the organization
  • Excellent oral and written communication skills
  • Must be dependable and self-motivated

 

WORK ENVIRONMENT/CONDITIONS:

  • Standard office conditions
  • Willingness to work flexible shifts and extended hours, including weekends, when necessary to meet department needs

 

In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.

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