Training Consultant MRCC (Finance)
At Blue, we discover pathways to realize your possibilities! Our Training Consultant for the MRCC (Contact Center) is responsible for delivering effective onboarding and refresher training programs to Member Relationship Contact Center employees. The priorities of the role are to train employees to aid in maximizing growth and revenues and member satisfaction regardless of delivery method. Oversee the logistics of training sessions in classroom style environment, with multiple attendees, including materials, supplies and scheduling. Focus on a variety of topics necessary to the successful orientation of new employees including technical training (system navigation, use of equipment), soft skills training (conversational skills, problem solving, issues resolution) and product and promotion training. This position will also be responsible for learning and demonstrating competence in contact center duties, to aid in coaching through live calls and offering back-up support, which will require them to take calls from members and conduct service tasks, monetary or non-monetary transactions, to demonstrate and reinforce skills. It will be essential for this role to be comfortable with an experiential based model, where the duration of training programs is longer and immersive. Modality is largely in-person training, located at the MRCC Training Center in Blue WHQ. The Training Consultant will conduct regular needs assessments and work with MRCC leadership to ensure training content is relevant and meet the needs of the department.
Major Duties and Responsibilities
- Recommends and determines instructional methods, utilizes individual training, group instructions, demonstrations, and workshops; selects or develops training aids such as handouts, operating guides, visual aids, and tutorials. Considers a wide variety of learning mediums and approaches appropriate for adult learners to ensure productive and successful means of training.
- Provide on-the-spot coaching and training to MRCC new hires for the extended duration of the initial training program to maximize retention, efficiency, and quality assurance. Monitors trainee performance and assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. During the initial training program for new hires, serving as a “show-coach” to aid in member service transactions and support. Supporting members through taking calls in a professional, accurate, timely and courteous manner. Navigates across a broad range of platforms with ease to perform complex service tasks with a high degree of accuracy and speed. Assists with monetary transactions, account inquiries, research, maintenance, disputes, and non-monetary transactions, as well as conducting other service-related tasks. Displays de-escalation skills, call control and empowerment to find a solution in the best interest of the member and the credit union.
- Demonstrates initiative, collaborates with member services leadership and cross-functional teams to improve quality performance and determine additional training needs. Conducts regular needs assessments.
- Plans, develops and schedules regular training programs to ensure business needs are met and training classes do not impede member service.
- Partners with the Employee Champion Pod to suggest article creation in Fuze on procedures and campaigns. Maintains and notifies team members of changes. Audits and maintains up to date content curriculum, with partnership of the Content Developer position.
- Completes all required quarterly/annual product knowledge exams and mandatory trainings. Participates in all trainings/meetings and sales and service development activities. Maintains a high degree of confidentiality, adheres to security and internal control procedures.
- Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Knowledge and Skills
Experience
Three years to five years of similar or related experience, including preparatory experience.
Education/Certifications/Licenses
A high school degree or equivalent
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
FULL TIME POSITION
Starting Range: $51,828.33 - $57,998.37
Full Range: $49,360.31 - $74,040.46
ADA Requirements
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
For more information about being a Blue employee please check out these links for a glimpse at the culture and opportunities we strive to provide for our employees:
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At Blue Federal Credit Union, we don't just accept difference – we celebrate it! We are committed to providing an inclusive and welcoming environment for all our staff and members. Blue FCU is proud to be an equal opportunity workplace. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex (including pregnancy), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. All employment decisions are made based on qualifications, merit, and business need.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
