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Contact Center Training Specialist
Meritrust Credit Union - Wichita, KS
posted about 2 months ago
About the position
The Contact Center Training Specialist at Meritrust Credit Union is responsible for onboarding and training new Member Support Associates, ensuring they are equipped with the necessary skills and knowledge to provide exceptional service and achieve sales goals. This role involves facilitating training sessions, modeling expected behaviors, and providing ongoing support and feedback to new hires, while also performing the duties of a Member Support Associate.
Responsibilities
- Facilitate onboarding of new hires and provide Contact Center training.
- Perform the function of a Member Support Associate to model expected behaviors.
- Provide opportunities for new hires to practice knowledge and skills learned in training.
- Demonstrate and coach exceptional member service using effective sales skills.
- Execute Contact Center operational tasks and provide on-the-job training for new hires.
- Diagnose knowledge or performance gaps and adapt training programs accordingly.
- Use role play scenarios and other training techniques to develop new hires' knowledge.
- Identify challenging situations new hires may face and support them in resolving these.
- Share knowledge of products, procedures, and policies in the financial services industry.
- Support compliance and regulatory training applicable to the position.
- Provide coaching and feedback to new hire Member Support Associates.
- Deliver weekly progress reports for new hires to Contact Center leadership.
- Monitor new hires' progress and provide assessments to management.
Requirements
- 3 to 5 years of Contact Center experience.
- Strong communication skills for instructional information delivery.
- Ability to analyze performance and recognize knowledge/skill gaps.
- Proven ability to perform all Contact Center operational procedures.
- Strong product knowledge and expertise in translating product/service benefits.
- Strong teaching abilities and mentoring skills.
- Good communication, interpersonal, and conflict resolution skills.
- Ability to provide leadership in a fast-paced environment.
- Ability to memorize and teach phone scripts.
Nice-to-haves
- Experience in designing and developing training programs.
- Familiarity with innovative training techniques and tools.
Benefits
- Competitive salary ranging from $18.02 to $27.02 per hour.
- Full-time employment with potential for career advancement.
