Job Description

In this role, you will conduct remote call observations, listening to recorded calls and assist with department training needs. You will provide feedback to associates through Quality Observations scores and directly in one-on-one scenarios throughout training.

Functions

• Work with manager on QC data gathering and process improvements.
• Respond to questions and inquiries from associates and customers efficiently, accurately, and promptly.
• Use subject matter expertise in bank products, systems and applications used in the CRC, the bank's internal website the Insider, CRC's internal procedure manual and the bank's operations manual the EOPM.

• Demonstrate compliance with all bank regulations that apply to your position and keep up to date on regulation changes.
• Assisting with the scheduling and leading of and ongoing training.
• Partnering with the Shared Services team trainers to create curriculum and conduct new-hire training.
• Assist with maintaining policy and procedure resources
• Improves training effectiveness by developing new approaches and techniques, making support readily available
• Thorough understand of all bank and department policies and procedures
• Performs all other duties as required.

• 3-5 years banking and Call Center experience preferred.
• Ability to provide constructive feedback, suggestions for improvement and positive aspects about calls and emails that have been reviewed, to drive quality results.
• Extensive knowledge of Customer Resource Center platform operations and ability to adapt to multiple computer applications.
• Extensive knowledge of company product features and benefits.
• Strong verbal and written communication skills.
• Understanding of banking regulations and compliance training.
• Ability to perform complex troubleshooting and utilize problem solving skills in high pressure situations.
• Ability to deal with a variety of people and situations.
• Strong attention to detail.
• Ability to maintain confidentiality, use tact and diplomacy; maintains professional dress and demeanor.
• Able to take customer calls.
• Ability to handle multiple tasks and prioritize
• Completion of high school, or equivalent

• sitting
• walking
• lifting up to 25 pounds.
• occasional travel.