Member Service Training Specialist

Location US-NY-Long Island City
Customer Service


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.


  • 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.



  • 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



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



  • 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



  • 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.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed