Customer Support Training Specialist - Bank Operations

About the position

The main purpose of this job is to assist different lines of business by performing various job functions on an as needed basis. The role involves delivering training programs using a variety of methods, such as classroom instruction, webinars, and on-the-job coaching. The candidate will lead training and education needs for multiple lines of business within the Commercial Customer Support and Bankcard Security teams, assist with mapping of the new hire journey, and build and maintain relationships with business partners, product, and other teams to assist when constructing lesson plans. Additionally, the candidate will partner with business partners to complete call monitoring to identify knowledge gaps and opportunities for future training needs, provide Commerce culture and other organizational educational training, and perform other duties as assigned.

Responsibilities

• Deliver training programs using a variety of methods, such as classroom instruction, webinars, and on-the-job coaching
• Lead training and education needs for multiple lines of business within the Commercial Customer Support and Bankcard Security teams
• Assist with mapping of the new hire journey
• Build and maintain relationships with business partners, product, and other teams to assist when constructing lesson plans
• Partner with business partners to complete call monitoring to identify knowledge gaps and opportunities for future training needs
• Provide Commerce culture and other organizational educational training
• Perform other duties as assigned

Requirements

• Basic knowledge of the financial services and banking industry
• Intermediate presentation and facilitation skills
• Ability to remain agile and provide ongoing training deliverables
• Ability to deliver learning solutions around various initiatives
• Proven ability to research complex scenarios and provide practical learning solutions
• Ability to role model, teach, and coach empathy and active listening skills to promote a healthy, productive, and measurable learning experience
• Proven ability to learn new processes quickly and develop content within required time parameters/deadlines
• Motivated and organized self-starter with strong attention to detail
• Inquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skills
• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
• Basic level of proficiency with Microsoft Word, Excel and Outlook

Nice-to-haves

• 1+ year training related experience preferred

Benefits

• Employer sponsored health, dental, and vision insurance
• 401(k)
• Life insurance
• Paid vacation
• Paid personal time
• Career development
• Education assistance
• Voluntary supplemental benefits