Contact Center OJT Facilitator

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

ESSENTIAL RESPONSIBILITIES

• Assists Contact Center new hires with their questions and instructs how to get necessary information or how to utilize the appropriate system. In addition to answering questions, the Contact Center OJT Facilitator is expected to proactively observe new hires during calls to find opportunities to better the new hire and member experience. The OJT Facilitator is expected to transfer their expert knowledge regarding VyStar products, policies, procedures, and system proficiency so that our employees can provide quality service to our members efficiently.

• Maintain classroom etiquette and treat all new hires with respect

• Ensure the class is on-time and attendance are documented. Any issues should be forwarded to Assistant Manager.

• New hires will be communicating directly with OJT facilitator regarding their training needs

• Responsible for delivery and content maintenance for OJT materials

• Makes decisions depending on the nature of the questions and refers problems to Manager or appropriate person when necessary.

• Works closely with the Technical Training dept and provides refresher training to our employees whenever necessary.

• Utilizes various training tools such as Verint and educates the new hires by referencing policies, procedures, or other material related to the questions or demonstrate how to perform certain transactions.

• Keeps up with all changes in credit union policies, procedures, service products, or loans and deposits related regulations as well as system update to perform duties properly. This may include taking courses in VyStar University or attending training classes that are provided by the other departments. Attends training sessions that are hosted by other departments, which are specifically geared toward the Contact Center OJT staff in addition to other training related to our service products, policy changes, or procedure changes.

• Maintains confidentiality and integrity of all member accounts as well as confidentiality with employees.

• The incumbent is accountable for adherence to schedule, unscheduled leave occurrences and late log-ins.

• All Contact Center OJT Facilitators are expected to attain proficiency for the use of various systems.

• Ensures and assesses new hires are ready to move into production

• Coach new hires to perform Unbelievable Member Services and the expectations on each call.

• Performs other duties as assigned.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:

• Focus:Focus your full attention by carefully listening to and observing client or member.

• Connect: Consistently be friendly and approachable. Demonstrate your care.

• Understand: Listen empathetically and ask questions (70%/30% rule).

• Counsel: Recommend solutions based on your member's needs and objectives.

• Advance: Ensure that member's expectations were exceeded. Verify necessary follow-up actions.

JOB QUALIFICATIONS

EDUCATION

• High School Diploma or GED is required.

• AA Degree preferred.

EXPERIENCE

• The incumbent must have a minimum of two years' experience in customer service, loan interviewing or credit investigation with a financial institution.

JOB KNOWLEDGE, SKILLS & ABILITIES

• Background in training environment preferred but not required.

• Possesses proficiency in system navigation. Computer literacy is a must. Proficiency in Microsoft Office products such as Excel and Word are preferred.

• Ability to interact effectively with members and employees to ensure smooth workflow and provides efficient and quality service.

• A congenial attitude in dealing with people and well-developed verbal and written communication skills are a must.

• Ability to coach and mentor employees.

• Duties require manual dexterity to operate standard keyboard and work in sitting position for majority of work time.

• The employee will have the option to stand periodically but will be working with telephone headset requiring remaining near equipment while on duty.

• Requires ability to hear telephone instructions, read and interpret written instructions and communicate clearly in verbal and written forms.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources