Customer Care Trainer - McAllen, TX

Position Summary

The Customer Care Trainer delivers training programs for customer care representatives, team leaders, and supervisors. Provides updates and details on new products, features, and service offerings. Leads skill development training and role-playing exercises to develop service delivery, issue resolution, and interpersonal communication skills. Instructs staff on service level standards, system tools, and policies and procedures. Assists the Manager in ensuring customer care and switchboard agents provide timely and accurate customer service support.

Principal Duties and Responsibilities

• Develop and conduct new training and educational programs for staff.
• Responsible for systems training, including facilitator guides, participant workbooks, presentations, and job aids.
• Train staff on essential soft skills, such as communication, teamwork, leadership, problem-solving, and time-management, to enhance employee effectiveness and productivity.
• Perform product and service training.
• Evaluate and design training manuals and related materials, training classes, and training procedures.
• Track the progress of trainees through routine tests, observation, and feedback from supervisors.
• Afford feedback, assessments, metrics, and make necessary improvements to ensure continuous improvement of training programs.
• Assist the Manager to ensure customer care and switchboard agents are providing timely and accurate customer service support such as processing service requests and account updates, resolving or escalating complaints and providing information regarding banking products, policies, online services, debit cards and customer accounts.
• Acting manager when the Customer Care Manager is out of the office.
• Maintain current working knowledge of the Bank’s policies, procedures, products and services.
• Ability to learn and adapt to new information and technology platforms.
• Ability to exercise discretion and handle sensitive and confidential issues.

Other Responsibilities

• Support and promote the Bank vision, mission and core values, organizational structure and policies and procedures.
• Must have excellent analysis, observation and decision-making skills.
• Excellent interpersonal and communication skills are necessary for maintaining effective relationships with board members, officers, employees, and members of the business and civic community.
• Individual should be able to work in high-pressure situations and a stressful atmosphere while remaining composed.
• Provide strong, compassionate, and visible leadership to foster positive attitudes and trust among employees, customers, and prospects.
• Comply with federal and state regulations as well as all established Bank policies and procedures.

Education and Experience Requirements

• A self-starting individual who possesses a High School Diploma or equivalent and at least 5 years of customer service experience in a financial institution or call center environment.
• At least one year in leadership, coaching, mentoring, or supervisory experience.
• Previous training experience preferred but not required.
• Strong problem solving and analytical abilities.
• Ability to work with all levels of management.
• Basic keyboarding, typing 40-50 wpm and knowledge of office equipment.
• Must have working knowledge of Microsoft Office and 10-key.
• Must have good verbal and written communication skills to provide quality customer service.
• Mental concentration is required to perform concurrent tasks and meet deadlines while tolerating frequent interruptions.
• Must be available to work a 40-hour work week with flexible work schedule, Monday through Friday, 8:00 am – 6:00 pm and Saturday rotation 8:00 am – 12 noon, as needed.
• Bilingual in English and Spanish preferred but not required.
• Must be able to be physically present in the Bank to perform job duties.
• Texas Regional Bank is an Equal Opportunity Employer.