Client Engagement Center Training Specialist

Banner Bank • Spokane, WA

2d • $27 - $37

About The Position

The Client Engagement Training Specialist is responsible for facilitating impactful training program initiatives catered to develop and strengthen employee knowledge retention, operational effectiveness, and client resolution capabilities. This role supports the Client Engagement Center by delivering engaging learning experiences across virtual and in-person settings, ensuring employees are equipped to meet performance expectations and deliver exceptional service.

Requirements

• Associate's degree (Required)
• 2 or more years of work in a contact center or customer service environment (Required)
• Experience with adult learning principles, scenario-based training and skills-based training.
• Strong facilitation and coaching skills.
• Possess change champion mindset to support system and process changes under tight timelines. Adapt training quickly in a dynamic environment.
• Proven client service, interpersonal, and relationship building skills. Possess effective verbal and written communication skills, including proper phone and email etiquette.
• Ability handle multiple tasks simultaneously. Willingness to work in a busy team environment and handle changing priorities with a sense of urgency.
• Knowledge of federal and state laws and regulations relating to deposit accounts and operations.
• Knowledge of financial services and contact center platforms.

Nice To Haves

• 1-2 years of experience leading a project, process or team (Preferred)

Responsibilities

• Develop and facilitate training that mitigates risk and strengthens employee understanding of systems, procedures, and client service strategies through a blend of virtual and in-person training.
• Ensure long-term knowledge retention and practical application through new hire training and refresher training by using strategies such as skills training, knowledge assessments, quality assurance, and side-by-side observation and listening.
• Develop success criteria and implement processes to measure and improve as needed.
• Partner with Client Engagement Center leadership to align training initiatives with operational goals and client satisfaction metrics.
• Maintain and update training materials and assessments to ensure accuracy, clarity, and relevance to current business processes, products and services.
• Maintain subject matter expertise by providing live support in all channels at least one day a week and participate in call quality activities as needed.
• Assist in cross-functional projects that enhance operational efficiency and the overall client experience.

Benefits

• Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life
• Paid vacation time, sick time and 11 company paid holidays
• 401k (with up to 4% match)
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees