Senior Member Service Center Representative

California Coast Credit•San Diego, CA

2d•$29 - $36•Onsite

About The Position

This role is responsible for providing comprehensive training and support to all levels of the Member Service Center team. This includes but is not limited to designing, developing, and delivering training programs for employees within the call-center, assessing training needs, creating curriculum materials, facilitating learning sessions, maintaining resources and evaluating the effectiveness of training programs to ensure employees possess the necessary skills and knowledge to perform their jobs efficiently; often collaborating with various departments and Member Service Center Leadership to identify and address training gaps.

Requirements

The experience as acquired from a high school diploma or equivalent plus three (3) years of experience in a financial institution performing the full range of new account, loan and operation functions. Call center experience preferred.
Experience in facilitating training or presenting to a group.
Ability to work under pressure in a fast-paced environment. Ability to handle multiple assignments simultaneously and analyze and resolve problems independently.
Requires demonstrated leadership and the ability to effectively train, develop and motivate others. Acts as a role model for co-workers, always displaying a professional and positive attitude.
Ability to effectively communicate with others verbally and in writing.
Ability to provide on-the-job feedback to others on how to identify and evaluate member needs to achieve and maintain the established referral goals for products and services.
Ability to work independently, display initiative and motivate learners.
Ability to prioritize work and demonstrate organizational skills and follow through.
Must be innovative and stay current with relevant technology.
Must process strong oral and written communication skills and knowledge of proper grammar and punctuation.
Ability to clearly present information, engage trainees, and facilitate discussions
Understanding of adult learning principles and effective training design techniques
Ability to plan, organize, and execute training programs within timelines and budget constraints
Familiarity with e-learning platforms, learning management systems, and other training tools
Ability to analyze training data to measure impact and identify areas for improvement
Excellent ability to communicate, both verbally and in writing; ability to tolerate periods of continuous sitting.

Responsibilities

Conducting training needs assessments through surveys, interviews, and consultations with managers to identify skill gaps and training priorities.
Designs and develops comprehensive training materials, including course outlines, presentations, handouts, and online modules, aligned with identified training needs for all levels of staff in MSC. Maintains training resources and is the point of contact for the MSC’s share point page and Knowledge Assistant Technology (KAT).
Facilitates training sessions using various delivery methods like classroom instruction, e-learning platforms, simulations, and hands-on exercises.
Assess the effectiveness of training programs through post-training evaluations, knowledge checks, and performance monitoring to identify areas for improvement.
Coordinates training logistics like scheduling classes, managing participant registration, and tracking training completion.
Partners with different departments within the organization to understand their specific training requirements and ensure alignment with business goals. Represents the MSC in credit union projects and committees, acting as a call center resource expert.
Keeps abreast of the latest credit union processes and procedures and utilizes training methodologies, technologies, and industry best practices to enhance training effectiveness.
Mentor employees to achieve individual, department and credit union goals. Acts as an informational resource and provides guidance, motivation, training and direction to other employees. Provides feedback to staff on procedures, policies and training issues as appropriate, and provides feedback to management on employee performance appraisals.
Monitors queues to ensure prompt service to members, and to ensure department Average Speed of Answer goals are met.
Performs one-on-one phone observations and provides feedback to staff and management.
May open/close department as required.
Elevated authority level to assist with overrides and transaction approval.
Backs up answering member calls as required.
Recommend departmental and credit union efficiencies.
Exercise discretion, good judgement and independent decision-making.
Adhere to credit union policies and procedures.
Perform other relevant and related duties as required.
Participate in activities to ensure teamwork and good department morale.