Call Center Training Coach

SUMMARY: The Call Center Training Coach is responsible for all training for the Client Care Center. They are also responsible for coaching and developing Call Center representative to improve service quality and sales skills. Responsible for creating all training for the Client Care and updating procedures. Responsible for servicing incoming calls at an expert level and handling escalated calls/problems, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Communicates fundamental goals and expectations to Call Center Representatives.
• Monitors Representative calls and provides immediate feedback on strengths and areas that require improvement.
• Prepare new Hire Training
• Responsible for delivering all Client Care Training
• Creating Job Aids and training material
• Coaches Call Center Representative team individually and as a group to improve service and sales skills.
• Participates in calibration session with Quality Assurance Specialist.
• Communicates Team's achievements, needs and issues to Client Care Center Management.
• Works with Call Center Management team to schedule training and team meetings.
• Assists Call Center Trainer in developing job aids and other tools to assist Representatives in improving overall quality of interactions.
• Tracks and submits ideas and solutions for service issues based on observations and analysis from Call Center Representative client interactions.
• Prepare and deliver Team meetings as needed
• Assists Call Center Management team with hiring decisions, promotions, and corrective actions.
• Resolves escalated customer inquiries that may involve additional research.
• Ensures that the company's customers receive an exceptional level of service. Meets or exceeds established guidelines and SLA's. Monitors SLA's of all assigned task to ensure adherence.
• Responsible for updating procedures utilized by the Client Care
• Assist Client Care Supervisor with coaching and development of Representatives
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.
  
  

EDUCATION

Experience

Associate's Degree or equivalent experience required. Bachelor's Degree preferred.

• 4-6 Years training, banking or Call Center experience required required
  
  

Knowledge, Skills And Abilities

• Must posses expert knowledge of BankUnited's products and services.
• Must have excellent written, verbal and presentation skills.
• Bilingual candidates preferred but not required.