Contact Center Trainer (Credit Lending)

Company Description

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.

Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Job Description

*Must be able to work at Carrollton, TX office

Position Overview:

Primary role is to oversee the training function of Judgmental Lending which will be both inbound and outbound , The Trainers responsibilities including managing end-to-end training of staff and ensure knowledge transfer as per the customer requirements while ensuring the level of expected service, quality is maintained, the trainer will be responsible for having frequent connects with internal stakeholder, clients and team members, they will also has to instill awareness of the team member’s goals, any challenges or areas of focus, and ensuring opportunities are addressed with a plan identified for success.. The candidates must possess a strong sense of urgency with an ability to work in a team environment, maintaining excellent organizational, communication skills, also help in creating SOP and training material and ensure the training throughput set up the business is met.

Essential Job Functions:

· Ensure training batches is completed as per the customers’ requirements

· Ensure that the training batch clears the client certifications

· Meet and/or exceed goals set by line of business

· Motivate and lead team to success using recognition, team building activities and positive reinforcement

· Hold daily/weekly huddles to discuss results from previous days, changes, etc.

· Participate in training performance meetings

· Review org charts to understand clear reporting structures within each unit

· Good knowledge of Windows based applications, Outlook, Word, and Excel is important

· Respond to communications from client

· Assist Senior Management as needed

· Share inputs for weekly WBR & monthly MBR meetings with the client

· Additional responsibilities and duties requested from Executive Management

 

Qualifications

*Must be able to work at Carrollton, TX office

Requirements:

· 4+ years of general banking experience with Training experience along with 2+ years of Judgmental lending experience

· Candidate with prior experience in training teams across Judgmental lending, preferred

· A track record demonstrating a high level of personal initiative and demonstrate leadership

· Track record of maintaining Training reports, publishing dashboard, and working on Quality improvement plans

· Good understanding of call center operations is a must

· Ability to swiftly understand of Client Business and its priorities

· Ability to work in a faced paced environment of strong risk and controls

· Must maintain the highest standard of attention to detail.

· Excellent customer service and good written communication skills.

· Strong work ethic and flexibility in a fast-paced environment.

· Ability to motivate and build team to achieve required goals

· A track record demonstrating a high level of personal initiative and demonstrate leadership

Preference:

· Candidate with prior experience in training ,call center operations and knowledge / experience in working on Judgmental lending is preferred

Additional Information

· At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.

· With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.

· You get an open and transparent culture along with freedom to experimentation and innovation

Equal Employment Opportunity Mphasis is an equal opportunity/affirmative action employer committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability or genetic information, gender identity or national origin.