Job details
Salary
$22.43 - $37.82 an hourJob Type
Full-time
Full Job Description
First Financial Federal Credit Union
Job Description
*
Job Title: *Member Services Trainer I, II
*
Department: *Member Services
*
Reports To: *Member Services Manager
*
Function: To develop, implement and maintain a training program to enhance the knowledge and skills of Member Services Representatives and the level of member service offered to our membership.
*
Position Requirements: *
- GENERAL:
- Great communication and interpersonal skills
- Enthusiastic, encouraging attitude
- Ability to adapt and work in a fast paced, service focused environment
- Strong knowledge of core banking system, data records, CRM, Digital Banking services
- EXPERIENCE: 3 years banking experience; 2 years training experience preferred
- EDUCATION: College degree or equivalent experience
- PHYSICAL: Long periods of sitting, general office
*
Duties: *
- Develops, organizes, conducts and evaluates individual and group training programs for the department, for the purpose of knowledge and skill-based development, as well as communication and call handling technique. Promotes skills and call handling techniques that strengthen the MSR’s ability to meet individual performance objectives, and help the department meet its service goals, as well as the Credit Union’s service and image objectives (NPS).
- Identifies and assesses training needs of MSRs. Collects and utilizes feedback from department management, members and business units with which Member Services interacts. Provides further instruction according to plan or as appropriate for the MSR’s skill level. Maintains and reviews employee-training records; monitors and documents each MSR’s progress.
- Trains new and current MSRs. Helps employees improve upon or enhance existing skills. Promotes consistent application of methods, policies and procedures. Trains branch staff supporting the department remotely on relevant procedures.
- Documents group training sessions and instructional meetings and ensures that MSRs receive make-up training for missed sessions. Ensures that MSRs complete security, compliance, and other required training as scheduled.
- Plans, organizes, and implements a range of training activities; creates teaching materials; designs tests that effectively assess the trainee’s understanding of the subject matter.
- Constructs learning and testing program modules and courses to be used to qualify lower level MSRs for advancement upon satisfactory completion.
- Tracks the progress of trainees through routine tests, observation, and feedback from supervisors; evaluates the effectiveness of current training methods, modules and materials.
- Updates training materials, courses and programs promptly to represent current practices. Ensures that department staff are promptly informed and receive adequate training if necessary.
- Assumes responsibility for monitoring, reviewing and creating written procedures that are specific to the Member Services department in the central Content/Operations Manual to ensure they remain current or are promptly updated. Collaborates with Lending and Operations trainers. Creates and maintains ready reference materials and job aids for MSRs.
- Ensures that instruction materials, training programs, documentation logs and records are readily available for review by the Department Manager.
- Assumes responsibility for development and maintenance of written procedures and reference materials for third-party support call center. Provides timely updates to third-party support call center concerning procedures, credit union operation and products, and urgent announcements.
- Requests and reviews call recording samples regularly from third party call center for quality control and adherence to procedure. Maintains pertinent records and documentation. Regularly monitors and reviews third-party call center’s service event activity and offers feedback for agent coaching.
- Conducts live call-handling training sessions with MSRs via training headset as call agent or monitor. Reports observations and feedback to the Member Services Manager along with any concerns about staff, staff needs, or training matters. Makes recommendations for service or procedural enhancements that improve members’ service experience or efficiency within the department.
- Provides technical assistance as well as guidance to staff for resolving member concerns. Provide overrides. Upholds and teaches the application of policies and procedures in the department. Promotes confidentiality, professionalism, positive demeanor, communication skills and good call handling practices among MSRs.
- Demonstrates leadership through model work habits, positive attitude, application of sound judgment and ability to encourage good performance in others. Assists with department oversight in the absence of the Call Center Supervisor, as directed.
- Handles live calls to maintain experience, and for the purpose of evaluating and enhancing training programs. Assists with routine call handling and escalations to support department operation as directed.
- Performs other related duties of similar scope and complexity.
- Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.
*
Equal Opportunity Employment*
First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.
Job Type: Full-time
CLICK HERE to Apply!