Contact Center Training & Development Specialist

About the Role

SWBC is seeking a talented individual to be responsible for the direct training, instruction, and mentoring of contact center new hires in the Collections, Customer Service Inbound, and Loss Drafts departments. The main purpose of this position is to properly prepare new hires for their specific role within the Financial Institution Group. This role requires cross-training in all three main areas: Collections, Customer Service Inbound, and Loss Drafts.

This role will allow you to engage and challenge new learners to strengthen their skills and abilities, leading them toward success. You will have a direct impact on new hires and their ability to successfully transition into their new roles within the organization.

Responsibilities

• Delivers in-person and virtual training to new hire contact center and document processing representatives.
• Develops and updates curriculum and training materials using various types of computer software.
• Manages the overall onboarding process, ensuring a smooth transition for new employees.
• Performs training administration and logistical tasks.
• Provides instruction and mentoring to new hires.
• Assesses new hire performance and participation and tracks attendance and other metrics.
• Carries out and assists with special projects.
• Performs all other duties as assigned.

Requirements

• Associate’s Degree in Training, Business Administration, Human Resources, Education, Communications, or related field.
• Minimum two (2) years of contact center experience preferred.
• Minimum two (2) years of training and development experience preferred.
• Certified Professional in Talent Development (CPTD) preferred.
• Associate Professional in Talent Development (APTD) preferred.
• Proficient knowledge of business processes.
• Knowledge of Articulate Storyline preferred.
• Advanced knowledge of Training Systems.
• Advanced Microsoft Office Suite skills.
• Expert verbal and written communication skills.
• Advanced organizational and planning skills.
• Advanced multi-tasking skills.
• Advanced problem-solving skills.
• Developing negotiation skills.
• Advanced ability to manage deadlines and priorities.
• Expert ability to communicate and interact effectively.
• Expert ability to work collaboratively and build relationships.
• Advanced ability to analyze, organize, and prioritize work.
• Advanced adaptability.
• Developing ability to collect and analyze data.
• Ability to sit for long periods of time performing sedentary activities.

Benefits

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Leadership Academy and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program

Based upon employee eligibility.