Learning Specialist, Corporate Trainer (Finance/Call Center)

Location: Lake Mary, FL
Date Posted: 02-01-2018
The Customer Support Center Learning Specialist is responsible for identifying the training needs of Customer Support Center (CSC) associates and managing applicable training programs. Provides necessary procedural, system, relationship deepening and soft skills training to new and existing associates. Offers continued support and guidance in role-specific knowledge. Develops, implements and facilitates learning solutions to support associate roles as it relates to business as usual, M&A, new technology and change initiatives. Administers record keeping, tracking, and reporting of training activities through the LMS. Supports mergers and acquisitions. Provides continued one-on- one support in the Customer Support Center. Primary focus of role is on day–to–day
operational execution, although role will also include contributing to strategic planning within area of expertise.  The Customer Support Center Learning Specialist is accountable for building strong partnership with line of business leaders that focus on improving performance. Participates in needs analysis studies to determine training needs within the organization. Recommends and develops learning solutions through discussions with key stakeholders, in support of their strategic initiatives. Will partner with CSC leadership in subject matter expertise specific to CSC policies and procedures including legal, regulatory and compliance matters.


QUALIFICATIONS:


 High School Diploma or equivalent required.
 College degree in related fields, Human Resources, etc. or equivalent from college or university;
or equivalent combination of education and experience.
 5+ years prior training experience in financial services and /or call center environment.
 4+ years in customer service, financial services, or call center experience required.
 Demonstrate excellent communication (written and verbal) and interpersonal skills.
 PC Proficiency in Desktop, Laptop, Tablet, and Smartphone devices as well as Microsoft Office
Suite software.


ESSENTIAL JOB FUNCTIONS:


 Responsible for CSC training curriculum for new hire, ongoing training and specialized LOB
training (new and ongoing)
 Remain current with policy and procedure changes; ensure curriculum and learning solutions
reflect and support adherence to policies and procedures
 Facilitate new hire orientation and training sessions to new and existing associates on a variety
of learning topics.
 Collaborate with line of business leaders and HR managers across the bank to ensure all new
hires are onboarded and scheduled for applicable new hire courses, from Day One training
through Training Bay/nesting transition.
 Promote a relationship deepening culture through needs based identification and quality
customer experience. Maintain contact with new hires to assess needs and evaluate their
progress. Spend time with new hires to coach and mentor when appropriate.
 Report on progress of associates during training periods. Test and assess trainees to measure
progress and to evaluate effectiveness of training, and make recommendations to LOB leaders.
Summarize and report on class feedback and effectiveness.
 Responsible for developing and implementing servicing and relationship deepening training
programs to support the business needs; liaise with external instructional designers and
suppliers to develop/revise and implement training courses that will enhance associates job
functions
 Coordinate and assist in training delivery with various SME's to ensure proper training methods
are being followed. Formulate facilitation outline and determine appropriate delivery
methodology to ensure consistency in training delivery across the enterprise
 Lead needs analysis to determine training needs within the organization. Recommend and
develop formal training programs through discussions with key stakeholders, in support of
strategic initiatives.
 Test and assess trainees to measure progress and to evaluate effectiveness of training.
Summarize and report on class feedback and effectiveness.
 Prepare and administer class schedules, materials, and physical location of training utilizing the
LMS. Conduct classes in various locations to support our footprint.
 Partner with CSC leadership in policy and procedure subject matter expertise; make
recommendations based on observations, industry trends and regulatory requirements
 Partner with CSC leadership and Operations business partners on development of procedures
repository; consult to design, functionality and maintenance
 Maintain strong technical knowledge of all digital and other bank products.

Critical Success Measures
• Facilitation
• Viewed as one of the procedural SMEs for CSC
• Performance consulting
• Needs analysis
• Establish credibility as key business partner
 
 
 
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