Customer Service Center Training & Development Specialist

Liberty Bank-posted 2 days ago
Full-time • Mid Level
Middletown, CT
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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.

  • 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
  • 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.
  • Adheres to banks policies and procedures.
  • Score calls using the Quality Assurance Guidelines
  • Efficiently utilizes computer systems including Outlook, Microsoft, Insight, and internal intranet platform.
  • 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
  • General Office Equipment
  • Keyboard Dexterity
  • Prolonged Sitting
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