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SalarySummary/Objective
The Call Center Trainer is responsible for improving the productivity of employees through effective development, coordination and presentation of training and development programs throughout BSI Financial Services and will create all training materials, including content development and delivery method to ensure brand consistency for the Call Center.
What you will do:
- Evaluate, coach, motivate and develop training for customer facing employees to achieve performance objectives and organizational goals.
- Deliver group and individual training covering a range of technical, operational, and/or regulatory/compliance areas.
- Deliver training with the intent to engage and stimulate existing and newly hired employees in a manner that promotes transfer of knowledge and application of skills.
- Promote retention through effective use of questioning, presentation, and facilitation skills.
- Provide feedback and coaching that enhances performance.
- Manage an environment that fosters trust, learning and performance.
- Evaluate effectiveness of training and development programs and utilize relevant evaluation data to revise or recommend changes.
- Provide recommendations for agents when quality or proficiency standards are not met.
- Work with the compliance and business teams to keep updated on any/all regulatory changes.
- Be a training and expertise resource for production and operations teams related to systems, guidelines, and product updates.
- Monitor Call Center agents’ in-bound/out-bound calls and perform other job process audits.
- Score and evaluate calls based on agent adherence to quality processes and service standards.
- Ability to handle incoming calls and resolve customer issues.
- Work with IT on any encompass system enhancements.
- Must be flexible and able to work unscheduled hours based on business needs.
- Perform monthly one-on-ones with staff and provide call-handling training and coaching.
- Identify and utilize external resources to continually improve training needs.
- Schedule new and on-going training sessions.
- Assist with on-going projects as identified by L&D leadership.
- Maintain trainee personnel records.
What we are looking for:
- Two +years’ experience delivering training for voice programs in a Call Center environment.
- Proven leadership, facilitation, and creative problem-solving skills are preferred.
- Strong interpersonal and communication skills and the ability to work effectively with a wide range of staff and clients in a diverse environment.
- Solid presentation experience using flexible delivery methods (lecture, computer-based/assisted, performance, facilitation, cooperative learning) and tools/technology is preferred.
- Proficient in providing constructive feedback to learners in a supportive and constructive manner.
- Awareness of or some experience in design, development, implementation, and evaluation of training plans, curricula, and methodology is preferred.
- Ability to handle multiple tasks and work with shifting priorities is required.
- Proficiency with Microsoft Office products is required.
Preferred:
- At least one year in mortgage servicing
- Saget experience
EEO Statement
- We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
What’s in it for you?
- Competitive compensation and full benefits package include medical, dental, and vision.
- 100% company-paid life insurance and disability coverage!
- 401K with company matching!
- 17 days PTO (increases with tenure) and 9 company paid holidays!
- Professional but fun, casual work environment and great team culture!
About BSI Financial
Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible.
BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing
companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S. companies.
EEO Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
