Customer Application Support Training Specialist (Remote)

Address: 322 Rhett Street, Greenville, South Carolina, United States - 29601   

 

Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future.  Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending.  Providing services in over 23 states, Purpose Financial employs over 2,500 team members.

At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals.

We offer:

• Competitive Wages
• Health/Life Benefits
• Health Savings Account plus Employer Seed
• 401(k) Savings Plan with Company Match
• Paid Parental Leave
• Company Paid Holidays
• Paid Time Off including Volunteer Time
• Tuition Reimbursement
• Business Casual Environment
• Rewards & Recognition Program
• Employee Assistance Program
• Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks

To learn more about Purpose Financial visit Purpose Financial Website.

 

Position Summary

This position reports to the CC Director, Operations and is a multi-faceted, hands-on role responsible for performing CAST Leadership responsibilities while also managing the training needs of Customer Care. The CAS-TS is responsible for the effective operation and continued growth of Customer Application Support Team with direction from the Director(s) and Management team while also providing training and assistance to all employees. This position ensures that each team member is trained in all procedures, policies, products, and programs. Exceptional customer service, attention to detail, patience, adaptable to and a champion of change, comfortable role playing (practicing) in front of others, and a passion for sales, customer assistance and training is a must.

The CAS-TS will deliver training to the Customer Application Support Team, including but not limited to; new hire, companywide trainings, refresher trainings and employee development (including leadership development gaps). Additionally, the CAS-TS will be responsible to ensure completion of all trainings and continually support both the corporate Training department and the Customer Application support team with training assignments as needed. This is a performance based position and  is responsible to assist in increasing overall performance, productivity, and profitability by building sustainable internal customer relationships with both new and existing employees aimed at promoting employee engagement, teamwork and job satisfaction through continued coaching and development.

Job Responsibility

Relationship Building /Customer Experience: Build strong relationships with current and prospective customer application support agents. Monitor and measure the department related metrics and trends for improvement and act on needed areas of training.

Product Promoter and Sales Champion: Understand, recommend, and train all products and services to agents.

• Holds team members accountable to individual and CAST goals.
• Trains and coaches team members on effective customer application support techniques, including conversation map and scripting.
• Educates agents on product offerings and associated benefits to best fit the customers’ needs.

Operations: Responsible for assisting in the management of the agents to meet KPI’s

• Suggests, creates, and follows up on idea to improve efficiency and effectiveness.