Contact Center Training & Development Specialist

Job Title

SWBC is seeking a talented individual to be responsible for the direct training, instruction and mentoring of contact center new hires in the Collections, Customer Service Inbound, and Loss Drafts departments. The main purpose of this position is to properly prepare new hires for their specific position within the Financial Institution Group. This position will require cross-training in all three main areas : Collections, Customer Service Inbound, and Loss Drafts.

This role will allow you to engage and challenge new learners to strengthen their skills and abilities to lead them down a road of success. You will have a direct impact on new hires and their ability to successfully transition into their new roles within the organization.

Essential duties include the following :

• Delivers in-person and virtual training to new hire contact center and document processing representatives.
• Develops and updates curriculum and training materials using various types of computer software.
• Manages the overall onboarding process, ensuring a smooth transition for new employees.
• Performs training administration and logistical tasks.
• Provides instruction and mentoring to new hires.
• Assesses new hire performance and participation and tracks attendance and other metrics.
• Carries out and assists with special projects.
• Performs all other duties as assigned.

Serious candidates will possess the minimum qualifications :

SWBC offers

SWBC is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWBC does not hire tobacco users as allowed by law.