Internal Deadline: 11/26/2025

POSITION SUMMARY: Provides ongoing support and training for implementation of new products and procedures for the Call Center while adhering to Call Center quality controls and Bank, regulatory and legal compliance requirements.

ESSENTIAL FUNCTIONS:

1. Responsible for training new hires as well as current employees on new products, or procedures.
2. Tracks the progress of trainees through routine tests, observation, and feedback from supervisors; evaluates the effectiveness of the training program.
3. Must possess a clear understanding of all job functions and duties presented in training materials for the Call Center.
4. Works closely with the Call Center Manager, Supervisor, and Admin and other key individuals within the organization to understand the training needs of and challenges of the department.
5. Ability to multitask using multiple computer programs effectively.
6. Strong verbal and written communication skills to be able to interact with internal and external customers as well as management to report and resolve customers’ issues and concerns.
7. Provide support to the Call Center by troubleshooting computer hardware, network connectivity issues at the desktop level, software, printer errors and application support as required.
8. Assist customers and branches needing technical assistance with all bank related business products such as Online Banking, IVR, ITM, ACH/Cash Management, Remote Deposit.
9. Be willing to assist with testing, conversions, and upgrades when applicable.
10. Write, create and update procedures for the Call Center and maintain daily workflows when necessary.
11. Assist with questions on the floor, take calls on all levels and chats when necessary.
12. Work with staff on training and giving feedback, addressing scheduling issues and providing input to manager on employees’ performance.
13. Ability to independently identify problems and provide solutions.
14. Effectively communicate with staff any changes in procedures or policies.
15. Navigate a computerized system of tracking, information gathering and/or troubleshooting while analyzing problems quickly, leading conversations toward logical conclusions and clearly defining solutions for customers.
16. Assist Call Center Manager with departmental tasks, projects, and initiatives as needed.

EXPERIENCE REQUIRED:

Two (2) years of Call Center or Customer Service Experience.

EDUCATION, CERTIFICATIONS & TRAINING:

High School diploma or GED required.

Bachelor's degree preferred or equivalent experience.

JOB-SPECIFIC SKILLS & KNOWLEDGE:

• Customer focused with ability to learn and retain both technical and policy information in a fast changing, team environment and to communicate this knowledge clearly and accurately to callers and/or Call Center Specialists.
• Strong organizational and analytical skills to solve problems and fulfill requests from callers throughout the bank, external customers and the Call Center Specialists with the ability to offer responses that clearly exhibit knowledge, professionalism and sense of urgency.
• Excellent interpersonal skills and the ability to build trust and credibility within the team.
• Superior written and verbal communication skills with all levels of the bank.
• Proficient in applicable computer systems, such as Microsoft Word, Excel, PowerPoint, and Outlook.
• In-depth knowledge of various banking and cash management products such as ACH/Cash Management, Remote Deposit.
• Ability and knowledge to train others on all daily functions, procedures and products of the Bank and Call Center.
• Strong analytical and organizational skills with the ability to work on special projects as assigned.
• The ability to create, analyze and review reports on a daily, monthly, and yearly basis as requested. Must be able to communicate clearly and effectively the recommendations on the progress or changes needed within the department based upon the reports generated.