New Hire Trainer-Member Services

Trainer







SUMMARY


This position is directly responsible for the training for all new hires as well as assisting with the continual education of the current representatives.





RESPONSIBILITIES


New hire training for Member Services

Maintain current and accurate information in training manuals and supplemental documents (handouts, tests, etc.)

Responsible for tracking new hire productivity utilizing feedback from the Quality Assurance Auditors and Member Services Department

Conduct daily/weekly progress reports and appropriate knowledge assessments as required during new hire training period

Responsible for using the recording system in conjunction with the CSI report to make recommendations and implement strategies for improved customer service skills in new hire classes

Responsible for assisting representatives with questions concerning accounts when out in the call center

Serves as a departmental liaison for both internal and external customers and as a leader for the departmental staff

Communicates with supporting departments to ensure consistency of processes/procedures

Responsible for identifying training needs and scheduling appropriate training for continued rep advancement with the necessary members of management

Evaluate new hire performance and communicate with representative and training department management for performance initiatives

Contribute to the continued development of company standards and ideas regarding the Training Department

Remain current on policies and procedures of other departments and how they may apply to other departments through appropriate channels

Must be able to retain and understand company policies as they apply to handling customer accounts

Miscellaneous duties as assigned by Director





SUPERVISORY RESPONSIBILITIES OF TRAINER POSITION


Responsible for tracking and communication of attendance, progress and performance concerns of all new hire call center representatives

Responsible for communication and follow up of departmental standards in respect to both quality and productivity in each new hire class

Responsible for attending management meetings and presenting training department topics as required

Responsible for partnering with HR as appropriate for screening and selection of applicants





QUALIFICATION


- Ability to type at least 40 WPM


- Bilingual skills a plus


- Experience with Microsoft Word, Excel, Power Point,


- Previous Technical Support and/or Financial Services Support preferred.


- Must demonstrate ability to effectively communicate new hire performance progress and/or any concerns with appropriate departmental staff members both verbally and in writing


- Ability to coach and train employees to handle various customer call types


- Ability to multi-task in a fast-paced environment


- Candidate must be extremely detail oriented and able to make sound decisions


- Candidate must be able to evaluate employee's performance and communicate the information to the employee


- Leadership qualities or previous supervisory responsibilities


- Exchange routine and non-routine information using tact and persuasion as appropriate requiring good oral and written communication skills


- Perform presentations to various audiences


- Ability to handle multiple priorities and to work effectively under pressure


- Willingness to comply with policies and practices





To apply you may attach a resume or go to www.abcfinancial.com and complete an online application.