Customer Experience Training and Ops Specialist
Woodforest National Bank
Take the next step toward your new career today
Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country
The Customer Experience Training and Operations Specialist is responsible for the continuous improvement of training and operations through the implementation of learning and performance solutions within the Customer Experience Center.
Key Responsibilities:
·Collaborate with Training and Development to develop, implement, and maintain curriculum, training courses and materials which support current and future needs of the contact center (i.e., workbooks, handouts, learning activities, e-learnings, and knowledge assessments).
·Provides communication and follow up to ensure Contact Center employees are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
·Adapts existing training models to suit various audiences.
·Utilize all necessary resources to optimize trainee’s performance.
·Collaborate with supervisors (team leads) to support development needs within the business.
Competencies Required:
·Solid background in learning and development.
·Working knowledge of Articulate Rise.
·Strong presentation skills; strong analytical and problem-solving skills.
·Enthusiastically facilitates training.
·Ability to develop employees through positive motivation and training.
·Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
·Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
·Ability to learn multiple banking systems, including Microsoft Word and Outlook.
·Ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
·Proficient communications skills, both written and verbal.
·Ability to effectively give critical feedback and coach employee performance.
·Ability to prioritize and manage multiple responsibilities and projects in a fast paced environment.
Take the next step toward your new career today
Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country
The Customer Experience Training and Operations Specialist is responsible for the continuous improvement of training and operations through the implementation of learning and performance solutions within the Customer Experience Center.
Key Responsibilities:
·Collaborate with Training and Development to develop, implement, and maintain curriculum, training courses and materials which support current and future needs of the contact center (i.e., workbooks, handouts, learning activities, e-learnings, and knowledge assessments).
·Provides communication and follow up to ensure Contact Center employees are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
·Adapts existing training models to suit various audiences.
·Utilize all necessary resources to optimize trainee’s performance.
·Collaborate with supervisors (team leads) to support development needs within the business.
Competencies Required:
·Solid background in learning and development.
·Working knowledge of Articulate Rise.
·Strong presentation skills; strong analytical and problem-solving skills.
·Enthusiastically facilitates training.
·Ability to develop employees through positive motivation and training.
·Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
·Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
·Ability to learn multiple banking systems, including Microsoft Word and Outlook.
·Ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
·Proficient communications skills, both written and verbal.
·Ability to effectively give critical feedback and coach employee performance.
·Ability to prioritize and manage multiple responsibilities and projects in a fast paced environment.
Minimum Qualifications/Experience:
·3-5 years’ experience in a training and development (or learning and development), or Contact Center quality assurance role, or Woodforest supervisory experience required.
·Experience in the banking or financial services industry preferred.
·Experience working a high-volume call center preferred.
Formal Education & Certification:
·High School diploma or equivalent required.
Work Status:
·Full-Time.
Supervisory Responsibility:
·None.
Travel:
·0% - Negligible amount of travel expected.
Working Conditions:
·Professional call center environment with extensive use of telephone and personal computers. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.
Disclaimer:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Woodforest is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.Minimum Qualifications/Experience:
·3-5 years’ experience in a training and development (or learning and development), or Contact Center quality assurance role, or Woodforest supervisory experience required.
·Experience in the banking or financial services industry preferred.
·Experience working a high-volume call center preferred.
Formal Education & Certification:
·High School diploma or equivalent required.
Work Status:
·Full-Time.
Supervisory Responsibility:
·None.
Travel:
·0% - Negligible amount of travel expected.
Working Conditions:
·Professional call center environment with extensive use of telephone and personal computers. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.
Disclaimer:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Woodforest is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.
Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country
The Customer Experience Training and Operations Specialist is responsible for the continuous improvement of training and operations through the implementation of learning and performance solutions within the Customer Experience Center.
Key Responsibilities:
·Collaborate with Training and Development to develop, implement, and maintain curriculum, training courses and materials which support current and future needs of the contact center (i.e., workbooks, handouts, learning activities, e-learnings, and knowledge assessments).
·Provides communication and follow up to ensure Contact Center employees are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
·Adapts existing training models to suit various audiences.
·Utilize all necessary resources to optimize trainee’s performance.
·Collaborate with supervisors (team leads) to support development needs within the business.
Competencies Required:
·Solid background in learning and development.
·Working knowledge of Articulate Rise.
·Strong presentation skills; strong analytical and problem-solving skills.
·Enthusiastically facilitates training.
·Ability to develop employees through positive motivation and training.
·Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
·Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
·Ability to learn multiple banking systems, including Microsoft Word and Outlook.
·Ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
·Proficient communications skills, both written and verbal.
·Ability to effectively give critical feedback and coach employee performance.
·Ability to prioritize and manage multiple responsibilities and projects in a fast paced environment.
Take the next step toward your new career today
Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country
The Customer Experience Training and Operations Specialist is responsible for the continuous improvement of training and operations through the implementation of learning and performance solutions within the Customer Experience Center.
Key Responsibilities:
·Collaborate with Training and Development to develop, implement, and maintain curriculum, training courses and materials which support current and future needs of the contact center (i.e., workbooks, handouts, learning activities, e-learnings, and knowledge assessments).
·Provides communication and follow up to ensure Contact Center employees are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
·Adapts existing training models to suit various audiences.
·Utilize all necessary resources to optimize trainee’s performance.
·Collaborate with supervisors (team leads) to support development needs within the business.
Competencies Required:
·Solid background in learning and development.
·Working knowledge of Articulate Rise.
·Strong presentation skills; strong analytical and problem-solving skills.
·Enthusiastically facilitates training.
·Ability to develop employees through positive motivation and training.
·Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
·Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures and guidelines.
·Ability to learn multiple banking systems, including Microsoft Word and Outlook.
·Ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
·Proficient communications skills, both written and verbal.
·Ability to effectively give critical feedback and coach employee performance.
·Ability to prioritize and manage multiple responsibilities and projects in a fast paced environment.
Minimum Qualifications/Experience:
·3-5 years’ experience in a training and development (or learning and development), or Contact Center quality assurance role, or Woodforest supervisory experience required.
·Experience in the banking or financial services industry preferred.
·Experience working a high-volume call center preferred.
Formal Education & Certification:
·High School diploma or equivalent required.
Work Status:
·Full-Time.
Supervisory Responsibility:
·None.
Travel:
·0% - Negligible amount of travel expected.
Working Conditions:
·Professional call center environment with extensive use of telephone and personal computers. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.
Disclaimer:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Woodforest is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.Minimum Qualifications/Experience:
·3-5 years’ experience in a training and development (or learning and development), or Contact Center quality assurance role, or Woodforest supervisory experience required.
·Experience in the banking or financial services industry preferred.
·Experience working a high-volume call center preferred.
Formal Education & Certification:
·High School diploma or equivalent required.
Work Status:
·Full-Time.
Supervisory Responsibility:
·None.
Travel:
·0% - Negligible amount of travel expected.
Working Conditions:
·Professional call center environment with extensive use of telephone and personal computers. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.
Disclaimer:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Woodforest is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.
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