Job Information
Fidelity Bank Contact Center Training Specialist in Wichita, Kansas
Description
CONTACT CENTER TRAINING SPECIALIST
Job Overview: You’d make an excellent Contact Center Training Specialist if you have excellent interpersonal skills, are comfortable in fast-paced environments, and have a passion for investing in the growth and development of others. You’ll have the opportunity to deliver memorable learning experiences to Contact Center team members in the moment through professional, fun, and interactive on-the-job training engagements. If you’re looking for an opportunity where you can help others maximize their potential in their current role and grow their career as a banker, let’s talk.
The candidate for this position will be responsible for:
Providing engaging and impactful one-on-one on-the-job training to assist Contact Center employees with application of concepts and skills learned during facilitator led courses
Reviewing previously learned topics to ensure retention, demonstrating superior customer service skills and providing on-the-spot coaching and feedback to the trainee
Conducting side-by-sides, role playing and conducting practice exercises
Answering questions as they arise, and communicating with leadership on the trainee’s performance
Providing superior customer service while fulfilling customer requests in the Contact Center such as responding to general account inquiries, transaction processing through an IBM, assisting customers via chat, and troubleshooting of digital banking services
Timely communication with external customers and elevating customer needs to leadership when appropriate
Deepening relationships through value-add recommendations to existing customers and prospective customers such as identifying financial needs, responding to customer cues, making needs-based recommendations, completing outbound calls, and referring to business partners as appropriate
Ensuring internal customer inquiries are addressed in a timely and professional manner
Assisting the Retail Learning & Development team with various tasks by priority assigned, such as responding to email inquiries, answering calls to the Retail Training support line, intranet updates, and collaboration with the Retail Training Facilitators
Requirements for the position include:
A high school diploma (or equivalent)
2+ years of Retail banking experience
1+ years of customer service experience
Ability to multitask between action and facilitation
Attention to detail and ability to use judgment and discretion regarding customer transaction and confidential information
Strong sales, service and computer skills including Microsoft Office
Must be organized with good time management skills, self-motivated and team oriented with a positive attitude and an ability to remain poised in the face of stress
The ability to work flexible and/or late hours as well as the potential for occasional travel
Preferred qualifications for this position include:
Associate's degree in training or related field
Professional certifications related to training
1+ years on-the-job training experience
Experience with both teller and new accounts
EO/AA Employer: Title VII/Protected Veterans/Disability Status
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)