Client Service Training Specialist

Job Title:

Client Service Training Specialist

Location:

AZ - Chandler 3075

What you'll do:

The Client Services Training Specialist is responsible for independently developing training solutions, assigned by the Client Service Training Manager. Trainings are focused on delivering top quality and highly effective client and internal service department on Treasury Management, commercial and consumer products. The Client Services Training Specialist will focus primarily on complex products and/or differentiated delivery based on client segmentation. The Client Services Training Specialist will deliver training via scheduled live small group webinars, on demand training videos and other training delivery solutions. Keys to success for the Client Service Training team is educating and engaging clients with the Treasury Management products they have enrolled in or that are available to them and ensuring internal Service teams are well prepared and educated on these same products.

The Client Service Training Specialist is responsible for working independently to develop relevant, well organized and easy to find content for the Knowledge Center. The Knowledge Center serves as the main source of product and service information used to provide exceptional service to the bank’s clients.

The Client Service Training Specialist will conduct individual quality control processes and complete reporting for Service organization to ensure the Knowledge Center and other internal training solutions result in accurate and high-performance service delivery to our clients.

What we are looking for:

• Independently design and deliver training material at a product or solution level that educates clients on products they have enrolled in or products that are available for them to enroll in.
• Training content must be designed for multiple delivery channels; live small group training, recorded training and the Knowledge Center.  
• Participate in the identification and selection of training delivery channels and scheduling to be use by clients and internal Service partners to access and sign up for training.
• Participate in design and execution of reporting, surveys and other tools to evaluate effectiveness and client satisfaction with training.
• Participate with processes, procedures and development programs that ensure SLAs, bank, and department compliance and quality standards are achieved.
• Work independently Product Managers, Service Leaders and other key partners in new product and product enhancements during the project/initiatives stage to ensure timely availability of client training and Knowledge Center updates.
• Participate in internal and external audit and compliance reviews and responses. 
• Interacts and influences across the organization from individual contributors to senior management.
• Maintain subject matter expert knowledge of the Treasury Management and other bank products.
• Develop Knowledge Center content and ensure usability and value that drives adoption and utilization across the service organization as well as the enterprise.
• Conduct individual service team-member quality control process and provide reporting to be used across the Service organization that ensures accurate high-quality service delivery by the entire Service team. 
• Ensure professional written and verbal communication skills are experienced at all times by the Training team.

What you need to have:

• High School diploma or equivalent and three (3) years or more of combined HOA banking, treasury management, or other financial services and/or training; or a combination of experience and education related to the finance industry.
• Bachelor's degree in related field preferred. 
• Previous experience training teams to deliver on a client service model.
• A self-starter and collaborative teammate with excellent problem-solving skills. Proactive in understanding the root of an issue and collaborating to consider a wide range of solutions before moving forward.
• Strong oral and written communication skills. Ability to convey ideas and thoughts with clarity, confidence, and respectfulness.
• Strong knowledge of general banking, including an understanding of bank products, services, regulations, policies, and procedures.
• Must be flexible and adapt quickly to change, displaying a strong openness to feedback and continuous learning.
• Ability to work independently and in a team environment, prioritize tasks, and remain organized.
• Proficiency with MS Office suite.

Benefits you’ll love:
We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off