SME & Training Coordinator 1 - Customer Service Center

WesBanco Bank, Inc.•Independence, OH

20h

About The Position

Serves as a Subject Matter Expert (SME) in bank products, services and operational procedures for Customer Service Center (CSC) staff. Identifies opportunities for ongoing training needs for new hires and existing agents using a variety of tools, ensuring that the training and knowledge resources are always coordinated. They coordinate with management and mentors to identify what resources and trainings are needed as well as collaborate with subject matter experts to ensure the information is accurate and relevant. The SME & Training Coordinator is also responsible for complaint research and resolution.

Requirements

Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. This position will be responsible for maintaining and ensuring organizational compliance with the Bank Secrecy Act (BSA) regulations.
Maintain considerable knowledge of bank products, services and business operations to enable resolution of customer inquiries.
Possess excellent oral and written communication skills and strong organizational and prioritizing ability.
Understanding of quality assurance principles and methodologies.
Detail-oriented and customer-driven, focusing on providing the highest quality resources and reference material to our customer service center agents.
Possess an ability to work under pressure, minimizing distractions and maintaining a positive attitude.
Adapt quickly to change and learn readily in a remote environment.
Willingness to work a flexible schedule, with frequent adjustments to hours and able to work additional hours if needed.
Ability to work outside of normal banking hours.
Ability to support and lead others to provide superior service to new and existing bank customers.
Maintain professional demeanor in appearance, interpersonal relations, work ethic and attitude.
Advanced ability to train and coach others.
Exhibit clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to a variety of audiences.
Ability to communicate effectively with both technical and non-technical employees.
Have firm grasp of spelling, grammar and email and phone etiquette.
Accept feedback and creative direction.
Collaborate seamlessly with management and co-workers.
Maintain confidentiality.
Expertise in using a personal computer and managing one's own home networking infrastructure needed to support reliable access to the Bank's virtual environment.
Skill in navigating, or an aptitude for learning, both Windows and Apple operating systems, including various browser and settings, as well as knowledge of both Apple and Android mobile devices, required.
Experience and expertise in using relevant training and monitoring technologies.
Ability to type with speed and accuracy.
Ability to operate standard office equipment, including phones, computer and peripherals.
Associate's degree and minimum of 2 years of banking or financial services experience or equivalent combination of experience and education required.
Minimum of two years of contact center experience or equivalent required.

Nice To Haves

Relevant experience in quality assurance, training, program management, or related fields preferred.
Minimum of one year of outbound calling experience preferred.
Minimum of one year of any sales experience preferred.

Responsibilities

Serves a primary support for CSC Support/SME group chats and provides support and answers as needed.
Coordinates training for the Customer Service Center, ensuring adherence to training timelines and proper completion of all training tracking sheets, including Trainer feedback.
Serves as primary contact for all New Hire Onboarding
Promotes a culture of knowledge sharing and collaboration within the CSC Operations Support team and across the customer service center department.
Develops and delivers training materials and programs that are dynamic and digestible.
Monitors customer interactions and agent discussion boards to identify training needs, gaps and areas for improvement, including failure to recognize sales or service opportunities.
Identifies and documents quality issues or deviations.
Collaborates with QA team members, other subject matter experts, customer service center management and other stakeholders to identify knowledge and training needs and develop solutions and material.
Identifies opportunities to improve processes and procedures based on knowledge management insights.
Recommends and implements improvements to the knowledge repository used by customer service agents.
Creates and maintains the department’s documentation, including procedures, standards and best practices.
Ensures that all documentation is accurate, consistent and current.
Researches and resolves departmental complaints.
Provides management with continual feedback about the usability of our services based on agent interactions.
Attends a quarterly departmental meeting in addition to regular team meetings.
Maintains knowledge of deposit, loan, digital banking services and other banking products.
Accepts other assigned job duties and or responsibilities with or without prior notice.
Processes inbound calls as needed from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy and various customer requests. Uses the training and reference materials provided in order to work and resolve an issue or question independently. De-escalates situations when necessary or escalates call to supervisor after de-escalation attempt.
Assists customers with various computing environments, including both Apple and Android products, browsers and operating systems to support and promote our digital banking services on all supported devices.