Performance Coach

Stellantis Financial Services • Dallas, TX

12h • Onsite

About The Position

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Requirements

• Two (2) years of classroom training, curriculum and performance development related experience.
• Three (3) years call center training experience.
• 3-5 years of customer service call center experience.
• High School diploma or GED required.
• Intermediate knowledge of Microsoft Office products, such as PowerPoint, Word, and Excel.
• Excellent written and verbal communication, and interpersonal skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Strong critical thinking capabilities when analyzing information to make appropriate decisions.
• Effective problem-solving skills.
• Ability to collaborate cross-functionally.
• Must be organized to manage multiple projects at one time.
• Ability to prioritize competing demands given by management.
• Display flexibility in adapting to rapidly changing conditions.
• Must be reliable and follow through on commitments and meet deadlines.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX
• An applicant must be authorized to work in the United States to be eligible for this position.
• Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

Nice To Haves

• ATD Certification is a plus!
• Knowledge of federal regulatory guidelines such as ECOA, Fair Lending, CRA, FCRA, etc. is highly preferred!
• Experience working in a captive finance company and/or vehicle leasing environment is preferred.

Responsibilities

• Assess the skill level of employees to create and deliver effective training materials and programs effectively in a one-to-one in-person or virtual, and group setting.
• Create a motivating environment for employees by using various communication and learning styles, tools, and techniques.
• Develop and facilitate training presentations clearly and persuasively in positive and negative situations.
• Anticipate and identify the learning needs of Customer Care Representatives, and provide training, support and coaching for in-house and offshore teams.
• Review and monitor employees process and KPI evaluation results to identify gaps and trending issues that are causing deviations and make any necessary recommendations for improvement.
• Identify department training opportunities based on audit/quality trends, changes in policies or procedures or other business initiatives.
• Maintain current, comprehensive integrated understanding of department specific expertise (and related departments) policies and procedures.
• Coach employees when deficiencies in performance and behaviors are identified, and/or escalate to management when needed.
• Collaborate with the company's Quality Audit team to ensure guidelines, information, and technology are consistently updated and aligned with current standards.
• Other duties as assigned.

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation.
• It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status.
• Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED