Client Solutions Center Onboarding Specialist

Supervisory Responsibilities: N/A

Summary: The Client Solutions Center Onboarding Specialist is responsible for managing and enhancing the onboarding experience for new Client Solutions Center Call Center associates. In this role, they will coordinate and facilitate new associate training. This position will have a thorough understanding of the required knowledge and skills necessary for the associates to be successful in the Client Solutions Center. The Onboarding Specialist will also maintain and manage the CSC Mentor program.

Essential Duties and Responsibilities:

Brand Ambassador/Client Experience

• Follow Centier's Mission, Essentials of Excellence and Values in all interactions.

• Effectively support a diverse team potentially comprised of on-site, telecommuters and hybrid associates, ensuring business continuity while maintaining a unified departmental culture and overall high associate morale.

• Ability to use independent judgement and safe and sound decision making to limit risk to both clients and the bank.

• Meet with CSC Quality Control Manager on a weekly, or bi-weekly, basis to plan, strategize, review team training and performance.

• Motivate and inspire through leading by example, supporting incentive opportunities, and developing confidence with each team member: provide a Best Place to Work environment for the team.

Training and Development

• Develop, implement, and continuously improve onboarding training for Call Center associates, covering topics such as communication skills, product knowledge, problem solving techniques, and utilizing various platforms/programs in the CSC.

• Provide comprehensive training to all Call Center associates in a customized manner for various learning styles.

• Train Call Center associates on department service and sales expectations, utilization of the CSC phone system, proper method for handling internal emails, products and services, CSC procedures and regulatory compliance.

• Learn, understand, and train the various aspects of digital banking and methods for troubleshooting issues for client and associates.

• Organize classroom training materials and create and update manuals, procedures, and classroom activities.

• Maintain procedures for various departmental tasks that are introduced in onboarding to ensure the department remains consistent and timely.

• Foster a positive and supportive learning environment that empowers associates to take ownership of their development and actively engage in continuous improvement efforts.

• Develop professional expertise through online courses, internal/external seminars, and trade-related publications.

Productivity/Efficiencies

• Maintain and manage the CSC Mentor program to enhance associate performance, engagement, and retention.

• Collaborate with CSC Training Specialist and Quality Control Manager for ongoing training and development for Mentors.

• Support the transition from onboarding training to actively taking phone calls by coordinating shadowing for the new associate.

• Create a nesting environment to bridge the gap between formal training and independent work. Provide new associates the opportunity to apply their learned skills in a live environment while offering real time support utilizing available technology (i.e. live monitoring, whisper coaching etc.)

• Serve as teleworker onboarding expert and assist with home office protocols.

• Maintain and update training room, computers and all technology in the training room.

• Collaborate with cross-functional teams, including Talent Development, Digital Support, Client Experience, Retail Operations, and Marketing to ensure new associate training programs align with organizational goals and initiatives.

• Collect feedback from new hires to improve the onboarding process.

• Continuously evaluate processes and technology, recommending process improvements and the necessary software to gain efficiency and/or enhance user experience.

• Maintain accurate records of training activities, attendance, and performance evaluations to track progress and compliance with training requirements.

• Serve as a back up to support CSC Training Specialist to conduct refresher training, performance improvement sessions, and upskill training as needed.

Other Duties and Responsibilities:

• The position responsibilities outlined above are not meant to be construed as encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary.

Knowledge, Skills, and Abilities

• Excellent interpersonal, communication, and organizational skills

• Dedication to a high degree of customer service excellence

• Ability to communicate in detail and maintain patience for all learning paces/levels.

• Ability to structure training to fit the needs of all associates using encouraging and motivating tactics.

• Strong analytical and technical skills

• Demonstrated ability to work within a team environment.

• Ability to multi-task in a fast-paced environment

• Display tact and a positive demeanor; is a positive and professional role model.

• Working knowledge of PC (Microsoft Office products) and training programs

Qualifications

• Bachelor's degree, preferably in education or a business-related field, or comparable related experience

• 3-5 years of banking and/or Contact Center experience

• Training experience preferred

• Customer service experience