Client Engagement Center Training Specialist
Banner Bank
full-time
Posted on:
Location Type: Hybrid
Location: Spokane • Washington • United States
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Salary
💰 $27 - $37 per hour
About the role
- Develop and facilitate training that mitigates risk and strengthens employee understanding of systems, procedures, and client service strategies through a blend of virtual and in-person training.
- Ensure long-term knowledge retention and practical application through new hire training and refresher training by using strategies such as skills training, knowledge assessments, quality assurance, and side-by-side observation and listening.
- Develop success criteria and implement processes to measure and improve as needed.
- Partner with Client Engagement Center leadership to align training initiatives with operational goals and client satisfaction metrics.
- Maintain and update training materials and assessments to ensure accuracy, clarity, and relevance to current business processes, products and services.
- Maintain subject matter expertise by providing live support in all channels at least one day a week and participate in call quality activities as needed.
- Assist in cross-functional projects that enhance operational efficiency and the overall client experience.
Requirements
- Associate's degree (Required)
- 2 or more years of work in a contact center or customer service environment (Required)
- 1-2 years of experience leading a project, process or team (Preferred)
- Experience with adult learning principles, scenario-based training and skills-based training.
- Strong facilitation and coaching skills.
- Proven client service, interpersonal, and relationship building skills. Possess effective verbal and written communication skills, including proper phone and email etiquette.
- Knowledge of federal and state laws and regulations relating to deposit accounts and operations.
- Knowledge of financial services and contact center platforms.
Benefits
- Annual incentive potential
- Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life
- Paid vacation time, sick time and 11 company paid holidays
- 401k (with up to 4% match)
- Tuition reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
adult learning principlesscenario-based trainingskills-based trainingquality assuranceknowledge assessmentstraining material developmentprocess measurementclient service strategiesoperational efficiency
Soft Skills
facilitation skillscoaching skillsclient service skillsinterpersonal skillsrelationship building skillsverbal communication skillswritten communication skillsphone etiquetteemail etiquette
Certifications
Associate's degree