Hours for this position are rotating as needed either Monday - Friday 9:00am - 5:00pm or 10:00am-6:00pm.

JOB SUMMARY

Train and develop agents at all levels to achieve high performance, exceptional member service, and problem-solving and de-escalation skills. Create and maintain on-the-job training materials for new agents and the training schedule. Work closely with the Call Center Manager to ensure proper onboarding for new agents. Monitor and assess agents by working with the Call Center Leadership team to identify training opportunities. Participate in conducting live coaching as well as conducting call quality reviews. Align training plan with CAMPUS and call center goals and expectations.

JOB FUNCTIONS

• Exemplifies the core values of CAMPUS, while supporting our strategic priorities for members, employees, and community. Maintains the highest standard of professionalism, integrity and confidentiality.
• Exemplifies the core values of CAMPUS while supporting our strategic priorities for members, employees, and community. Maintains the highest standard of professionalism, integrity and confidentiality
• Create and conduct in-depth training for new agents, including onboarding in conjunction with the Manager/Supervisor, training schedule, trainer/trainee questionnaire, training curriculum, and live monitoring and shadowing
• Works with Call Center Manager and Supervisors to support & conduct refresher training and ongoing training of existing agents in systems knowledge, call quality, product knowledge, lending, sales techniques, time management, de-escalation and problem-solving skills, processes and procedures
• Tracking employee training progress, measuring the effectiveness of training sessions, and preparing individual and team progress reporting
• Support Agents in conjunction with Call Center Manager and Supervisors with escalated calls
• Monitor, review and follow up with agents daily on post-call surveys
• Collaborate with other departments to identify areas of training and development opportunities
• Performs other duties as assigned
• Adheres to and follows all governmental policies and regulations.
• Performs other duties as assigned.
• Complies with all policies and standards.

Education

• High School Diploma

Work Experience

• 2 years minimum of Call Center and Credit Union experience

Knowledge, Skills, and Abilities

• Work involves much personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is vital at this level. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication
• Must possess excellent written and verbal communication skills
• Must be able to develop comprehensive training programs
• Must possess effective time management skills and be able to multi-task in a fast-paced environment
• Must possess excellent organizational skills, attention to detail and interpersonal and active listening skills are essential for this role.
• Ability to support and promote the process of innovation and change.
• Must be proficient in using Genesys, Workforce Management, Episys, Meridian Link, Microsoft Word, Excel, Outlook, Zoom, and other processing systems, etc.

SCOPE

• Decision Making: Minimal Direction
• Problem Solving and Complexity: Limited scope; easily resolved; 1-2 days
• Supervision Level: Under General Supervision
• Supervision Level: Prepares and arranges own work
• Contact with others: Internal only - manager/supervisor; peers