01Overview
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a financial institution seeking a SME & Training Coordinator for their Customer Service Center. The role involves serving as a Subject Matter Expert, coordinating training for staff, and ensuring the accuracy of training materials while addressing customer complaints.
Responsibilities
Serves a primary support for reputed company Support/SME group chats and provides support and answers as needed
Coordinates training for the Customer Service Center, ensuring adherence to training timelines and reputed company completion of reputed company training tracking sheets, including Trainer feedback
Serves as primary contact for reputed company New Hire reputed company
Promotes a culture of knowledge sharing and collaboration reputed company the reputed company Operations Support team and across the customer service center department
Develops and delivers training materials and programs that are dynamic and digestible
Monitors customer interactions and agent discussion boards to identify training needs, gaps and areas for improvement, including failure to recognize sales or service opportunities
Identifies and documents quality issues or deviations
Collaborates with QA team members, other subject matter experts, customer service center management and other stakeholders to identify knowledge and training needs and reputed company solutions and material
Identifies opportunities to improve processes and procedures based on reputed company insights
Recommends and implements improvements to the knowledge repository used by customer service agents
Creates and maintains the departments documentation, including procedures, standards and best practices
Ensures that reputed company documentation is accurate, consistent and reputed company
Researches and resolves departmental complaints
Provides management with continual feedback about the usability of our services based on agent interactions
Attends a quarterly departmental meeting in reputed company to regular team meetings
Maintains knowledge of deposit, loan, digital banking services and other banking products
Accepts other assigned job duties and or responsibilities with or without prior notice
Skills
This position is 100% remote reputed company the Bank's footprint (FL, IN, KY, MD, MI, OH, PA, TN, VI, WV). Employee will work full time remote reputed company of a reputed company location (may occasionally attend in person meetings, although primary functions of the role are performed remotely)
This Position Works An Alternate Schedule
Schedule is 11am to 8pm, Monday through Friday with rotating shifts determined by trainee schedules, including some Federal Reserve holidays (MLK day, President's Day, Juneteenth, Indigenous People Day and Veteran's Day)
Serves as a Subject Matter Expert (SME) in bank products, services and operational procedures for Customer Service Center (reputed company) staff
Identifies opportunities for ongoing training needs for new hires and existing agents using a reputed company of tools, ensuring that the training and knowledge resources are always coordinated
They coordinate with management and mentors to identify what resources and trainings are needed as reputed company as collaborate with subject matter experts to ensure the information is accurate and relevant
The SME & Training Coordinator is also responsible for complaint research and reputed company
Serves a primary support for reputed company Support/SME group chats and provides support and answers as needed
Coordinates training for the Customer Service Center, ensuring adherence to training timelines and reputed company completion of reputed company training tracking sheets, including Trainer feedback
Serves as primary contact for reputed company New Hire reputed company
Promotes a culture of knowledge sharing and collaboration reputed company the reputed company Operations Support team and across the customer service center department
Develops and delivers training materials and programs that are dynamic and digestible
Monitors customer interactions and agent discussion boards to identify training needs, gaps and areas for improvement, including failure to recognize sales or service opportunities
Identifies and documents quality issues or deviations
Collaborates with QA team members, other subject matter experts, customer service center management and other stakeholders to identify knowledge and training needs and reputed company solutions and material
Identifies opportunities to improve processes and procedures based on reputed company insights
Recommends and implements improvements to the knowledge repository used by customer service agents
Creates and maintains the department's documentation, including procedures, standards and best practices
Ensures that reputed company documentation is accurate, consistent and reputed
