You are a natural leader. You do what’s right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.

As a New Hire Lead in Fraud and Customer Protection Services, you will report to the Performance Development Manager and support multiple skills in the FCPS organization, providing new hire and/or new joiner employees business specific training.  You will supplement skills and knowledge development in the classroom in collaboration with the Training Organization. Additionally, you will coordinate with multiple business partners in an efficient and effective way, including but not limited to Hiring Manager, Human Resources, Business Management, Training Management, and Team Leads.  

Job Responsibilities 

Primary training lead in collaboration with Training Organization for delivery of specialist new hire content.  Perform as a subject matter expert in and out of classroom for new specialists. Assists Performance Development Manager in testing and acquiring systems access for new hires. Delivers upskilling, multi skilling and cross skilling training and development for initiatives. Provides needed support for Development Center duration for assigned class.  This will be supplemented by the Performance Development Manager with additional JEPs to manage to FTE ratios set by the business. Provides coaching, side by sides, call listening and trouble-shooting to performance goals as assigned by the Performance Development Manager. May supplement work performed by the CSAT Coaches as needed. May provide refresher training, huddle updates as directed. Drives content development, updates and delivery schedule with Training Organization and Performance Development Manager Spends 10% of time on relevant skills in active call handling.  This is to ensure maintenance of skills and supplement business needs. Accountable to a scorecard unique to the role 

Required qualifications, capabilities, and skills

Must be able and willing to travel between both Wiseman and Stone Oak as needed based on class support High level of performance in relevant FCPS call center  Experience in at least two FCPS skills and seen as expert Relationship building, mentoring, and coaching skills demonstrated Process improvement aptitude Business presence in front of a group, and history of improving skills of others Demonstrated organization skills in planning, outlining, and delivery of content in a succinct way Excellent written and verbal communication skills Customer Centric focus as evidenced by CSATs, Complaint rates, and monitored calls

Preferred qualifications, capabilities, and skills 

3 years FCPS specific phone experience History of improving specialist results through coaching, training, and remediation of behavior Performed as a subject matter expert in current role demonstrating leader capabilities

Work Schedule: 

Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends. Specific schedule information will be provided by the Recruiter. Training hours may not coincide with your regularly scheduled hours.