Call Center Trainer

Empower Federal Credit Union offers excellent benefits including:
Medical and Dental Insurance, 401K with Employer Match, Holiday Pay, Paid Time Off and more!
Please note: All candidates will be subject to a credit check to determine employment eligibility.
Role: Responsible for assessing needs, developing, designing and delivering training with a primary focus on new employee orientation and for Call Center Representatives. Will also support training for existing Call Center staff.
Goal: Serve management and employees in a manner that enhances our culture of exceptional member service.
Essential Functions & Responsibilities:
55% New Call Center Employee Orientation - this includes introduction to the Call Center, core processing training, teaching technologies, policy and procedure training, and revisiting with new hires to assess progress, recommending additional training if applicable. In addition, any other Call Center Training needed as determined by Management.
20% Evaluate existing training sessions & programs to make improvements regarding delivery methods, visual aids, flow of content, handout materials, including test your knowledge, relating content to the specific job, member service impact, etc.
Analyze training needs by tracking training and working with management.
10% Support or enhance our culture of exceptional member service with respect to new initiatives such as system upgrades, Subject Matter Experts, Call Center Team Leaders, new technologies, project support, etc.
10% Proficiency with Credit Union products, technologies, policies, and regulations, including personal development.
5% All other duties as assigned.
Performance Measurements:
1. See Dayforce (HRIS) for performance goals upon hire.
Knowledge and Skills:
Experience: Minimum of 1 year experience in Training, Call Center or similar related experience.
Education: A two-year college degree or completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training or apprenticeship program.
Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information that may require some discussion. Work may involve motivating or influencing others.
Physical Requirements
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for long periods at a time, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 35 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
Empower Federal Credit Union (EFCU) and its affiliated companies know employees are our greatest asset. We take pride in our commitment to member service, teamwork, and excellence. We offer employees a work environment designed to encourage personal and professional development.
Empower Federal Credit Union is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic including race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, sexual or other reproductive health decisions, marital status, ancestry, citizenship status, physical or mental disability, genetic information/ predisposition or carrier status, status in the uniformed services of the United States (including veteran status) or any other basis protected by applicable national, federal, state, provincial or local law. Our equal employment opportunity policy statement, the EEO is the Law Poster and Supplement, and Pay Transparency Nondiscrimination Provision reaffirm our commitment.
Empower Federal Credit Union is committed to equal opportunity to qualified persons without regard to basis of race, religion, ethnicity, color, national or ethnic origin, age, sex, sexual orientation, gender identity or expressions, transgender status, sexual or other reproductive health decisions, marital status, ancestry, citizenship status, physical or mental disability, genetic information/ predisposition or carrier status, status in the uniformed services of the United States (including veteran status) or any other basis protected by applicable national, federal, state, provincial or local law. Empower Federal Credit Union will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us through one of the methods listed below:
a) Fax: 315-455-5423
b) US Mail: 1 Member Way Syracuse, NY 13212
c) Phone: 800-462-5000
Other details

• Job Function Back Office Bonus- Staff
• Pay Type Hourly