Job Description
- The in scope activities for this process involves inbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc. and outbound calls for early stage (0-59 days) delinquent customers – dialer and manual. Products to be managed are mortgage, club, condo and latitude.
Roles & Responsibilities
Responsible for Imparting Process & Pre-Process Training for banking operations like deposit, payments, wealth operations, commercial lending.Developing operations education materials, such as digital presentations, how-to manuals, and instructional videos.Preparing procedures and policies regarding techniques and appropriate agent conduct.Scheduling and conducting training sessions on various topics to prepare and support new employees.Training experienced employees on new or updated procedures to improve their performance.Observing the daily operations of employees and identifying any areas of improvement.Liaising with team leaders and managers to conduct on-the-job coaching.Measuring the effectiveness of training sessions and preparing individual or team progress reports.Creating and managing the training budget.Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.Familiarity with learning management systems preferred.Excellent knowledge of back office and customer servicing techniques (email/chat/voice) and servicing best practices.Strong teaching abilities and mentoring skills.Good communication, interpersonal, and conflict resolution skills.Ability to provide leadership to personnel in a fast-paced and stressful work environment.Train customer service agents on behavioral skills, Business Conduct Delivery of Process/Subject matter training to New recruits.Maintain Track records of performance and analyze data critically. Desirable Skills: At least 2 year of college completion.Min 2-3 years of experience in training.Min 2-3 years experience in training banking contact center team.