Description
As the First Commonwealth Engagement Center Training Coordinator you will be responsible for onboarding new team members and delivering ongoing training to current Engagement Center Specialists in person, remotely, or combination of both for the Entire Engagement Center Team. You are innovative, and can develop and conduct effective and fun sales and product training. This expertise, combined with your systems knowledge, allows you to provide escalation support to the Engagement center or to take and triage calls as well as digital interactions. You will maintain and keep Engagement Center Policies and Procedures (OneNote) updated and send out new information and updates as needed. You will partner with Employee development to implement and roll out new features to products as well as system enhancements and work closely with other areas to test upgrades. You'll also serve as one of our ‘go to' employees when new hires need a mentor for a week.
Essential Job Responsibilities
1. Makes recommendations for policy and procedure changes based on quality monitoring feedback from supervisors and new product or services offerings.
2. Maintains and builds upon current knowledge of updated products/services, and new training procedures to improve training methods and techniques.
3. Measures observable, realistic and valid performance criteria and emphasizes positively demonstrated behaviors and skills including both basic foundational skills and soft skills.
4. Works to ensure the integrity and the veracity of quality standards by participating in Calibration sessions across internal functional teams and with partners on a scheduled and ad hoc basis.
5. Participates in extended Calibration sessions with management, training, and agents.
6. Assesses Engagement Center Specialist training needs and provides feedback to management. Provides on-going employee development & process improvement support.
7. Conducts full scope of activities required to deliver new employee orientation and on-going process and product training, including sales and customer service techniques, for Engagement Center Specialists.
8. Designs and develops training materials and curriculum for in-person and virtual training. Recommends additional learning materials as appropriate.
9. Reviews and updates Engagement Center policy and procedure manuals.
10. Coordinates and participates in system updates and testing.
11. Provides back-up/overflow coverage in all areas of the Engagement Center.
12. May serve as a mentor for new employees after training concludes.
13. Part of the Support schedule on weekends or evenings as needed.
14. Partner with EC Digital Account Opening Manager to deliver new account and loan application training to EC III specialists.
Bona Fide Occupational Qualifications
1. High school diploma or equivalent is required.
2. Four (4) years related work experience is required.
3. A proven track record of implementing and sustaining change by training with a vision, exceeding assigned goals, maintaining operational excellence, developing talent, building teams and driving performance is also necessary.
4. Exceptional customer services skills and excellent interpersonal and communication skills, and a professional manner are required. Exceptional time management, multitasking skills and attention to detail are critical, as is the ability to meet deadlines while working in a fast paced environment.
5. Proficient computer skills and ability to learn company utilized systems is required.
6. Ability to work day, evening, and weekend hours, with possible shift changes, is required.
7. Must register and maintain current registration with the National Mortgage Licensing System & Registry (NMLS).
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)
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