5 days old

Member Service Training Specialist

UNFCU
Long Island City, NY 11101
  • Job Code
    118019440

US-NY-Long Island City

Category: Customer Service

Overview

For MDS Applicants: Must be a current MSR II Specialist or higher for consideration.



Ensures that Call Centre staff are trained and kept up-to-date on operational processes, products, services, sales promotions and system enhancements to ensure that a consistent level of quality service is provided to staff and members.

Responsibilities

  • Provide training to new Call Centre staff on processes, products and services, sales promotions and systems to enable sales and service success within a reasonable time after hire.
  • Keep staff up-to-date on new policies/procedures, operational changes, system enhancements and new products and services.
  • Partner with the Call Centre Supervisor - Training & Quality Assurance and/or the Member Service Quality Assurance Specialist to create training plans and training materials to ensure proper planning and execution of training efforts.
  • Prepare and deliver timely performance feedback, including 3-month evaluations if applicable, and offer feedback/coaching to ensure the delivery of service and sales excellence.
  • Keep all training materials organized and up-to-date, and maintain record of staff training.
  • Keep staff motivated via ongoing feedback and development.
  • Work with Call Centre management to determine and schedule ongoing training needs of staff.
  • Partner with the Member Service Quality Assurance Specialist to identify training needs as a result of quality reviews of member requests from all interaction channels.
  • Help to ensure department processes and operational procedures are up-to-date in the Document Library.
  • Ensure compliance of federal regulations and UNFCU policies, procedures, and standards.


Qualifications

TYPE & AMOUNT OF EXPERIENCE:
  • Associate's degree (or some college coursework completed) and 3-5 years in a call center environment, preferably within the banking/financial services industry
  • Previous responsibility for coaching/mentoring/training others required
  • Thorough knowledge of department policies and procedures


TECHNICAL COMPETENCIES:
  • Intermediate to advanced computer aptitude and Microsoft Office skills
  • Knowledge of Contact Center Management systems and reports preferred


BEHAVIORAL COMPETENCIES:
  • Strong analytical and problem solving skills
  • Ability to evaluate with confidence while using a non-judgmental approach
  • Ability to organize work and set priorities in a fast paced environment
  • Ability to manage relationships at all levels throughout the organization
  • Excellent oral and written communication skills
  • Must be dependable and self-motivated


WORK ENVIRONMENT/CONDITIONS:
  • Standard office conditions
  • Willingness to work flexible shifts and extended hours, including weekends, when necessary to meet department needs


In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.

PI118019440

<br/>US-NY-Long Island City<br/><br/><b>Category:</b> Customer Service<br/></br><b>Overview</b><br><br><strong>For MDS Applicants: Must be a current MSR II Specialist or higher for consideration.</strong><br><br><strong> </strong><br><br>Ensures that Call Centre staff are trained and kept up-to-date on operational processes, products, services, sales promotions and system enhancements to ensure that a consistent level of quality service is provided to staff and members.<br><br><b>Responsibilities</b><br><br><ul><li>Provide training to new Call Centre staff on processes, products and services, sales promotions and systems to enable sales and service success within a reasonable time after hire.</li><li>Keep staff up-to-date on new policies/procedures, operational changes, system enhancements and new products and services. </li><li>Partner with the Call Centre Supervisor - Training & Quality Assurance and/or the Member Service Quality Assurance Specialist to create training plans and training materials to ensure proper planning and execution of training efforts.</li><li>Prepare and deliver timely performance feedback, including 3-month evaluations if applicable, and offer feedback/coaching to ensure the delivery of service and sales excellence. </li><li>Keep all training materials organized and up-to-date, and maintain record of staff training.</li><li>Keep staff motivated via ongoing feedback and development.</li><li>Work with Call Centre management to determine and schedule ongoing training needs of staff. </li><li>Partner with the Member Service Quality Assurance Specialist to identify training needs as a result of quality reviews of member requests from all interaction channels. </li><li>Help to ensure department processes and operational procedures are up-to-date in the Document Library.</li><li>Ensure compliance of federal regulations and UNFCU policies, procedures, and standards. </li></ul> <br><br><b>Qualifications</b><br><br><strong>TYPE & AMOUNT OF EXPERIENCE:</strong><br><ul><li>Associate's degree (or some college coursework completed) and 3-5 years in a call center environment, preferably within the banking/financial services industry </li><li>Previous responsibility for coaching/mentoring/training others required</li><li>Thorough knowledge of department policies and procedures </li></ul><br><br><strong>TECHNICAL COMPETENCIES:</strong><br><ul><li>Intermediate to advanced computer aptitude and Microsoft Office skills</li><li>Knowledge of Contact Center Management systems and reports preferred </li></ul><br><br><strong>BEHAVIORAL COMPETENCIES:</strong><br><ul><li>Strong analytical and problem solving skills </li><li>Ability to evaluate with confidence while using a non-judgmental approach</li><li>Ability to organize work and set priorities in a fast paced environment</li><li>Ability to manage relationships at all levels throughout the organization</li><li>Excellent oral and written communication skills</li><li>Must be dependable and self-motivated</li></ul><br><br><strong>WORK ENVIRONMENT/CONDITIONS:</strong><br><ul><li>Standard office conditions</li><li>Willingness to work flexible shifts and extended hours, including weekends, when necessary to meet department needs</li></ul><br><br>In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.<br/><br/> <img src="https://analytics.click2apply.net/v/KMWlWRsL4nnlfpG7iXEDN"> <p>PI118019440</p>

Categories

Posted: 2020-02-13 Expires: 2020-03-15

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Member Service Training Specialist

UNFCU
Long Island City, NY 11101

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