Overview

SME & Training Coordinator I - Customer Service Center — Bowie, Maryland, United States. Remote work is available 100% within the Bank's footprint; may occasionally attend in-person meetings. Primary functions are performed remotely.

Location: Bowie, Maryland, United States

Market: Mid-Atlantic

• Work Hours per Week: 40

Responsibilities

• Serves as a Subject Matter Expert (SME) in bank products, services and operational procedures for the Customer Service Center (CSC) staff. Identifies opportunities for ongoing training needs for new hires and existing agents using a variety of tools, ensuring that training and knowledge resources are coordinated. Coordinates with management and mentors to identify resources and trainings needed and collaborates with subject matter experts to ensure information is accurate and relevant. Responsible for complaint research and resolution.
• Provides primary support for CSC Support/SME group chats and offers support and answers as needed.
• Coordinates training for the Customer Service Center, ensuring adherence to training timelines and proper completion of all training tracking sheets, including trainer feedback.
• Serves as primary contact for New Hire Onboarding.
• Promotes a culture of knowledge sharing and collaboration within the CSC Operations Support team and across the customer service center department.
• Develops and delivers training materials and programs that are dynamic and digestible.
• Monitors customer interactions and agent discussion boards to identify training needs, gaps and areas for improvement, including failure to recognize sales or service opportunities.
• Identifies and documents quality issues or deviations.
• Collaborates with QA team members, other subject matter experts, CSC management and other stakeholders to identify knowledge and training needs and develop solutions and material.
• Identifies opportunities to improve processes and procedures based on knowledge management insights.
• Recommends and implements improvements to the knowledge repository used by customer service agents.
• Creates and maintains the department's documentation, including procedures, standards and best practices; ensures documentation is accurate, consistent and current.
• Researches and resolves departmental complaints.
• Provides management with continual feedback about the usability of our services based on agent interactions.
• Attends a quarterly departmental meeting in addition to regular team meetings.
• Maintains knowledge of deposit, loan, digital banking services and other banking products.
• Accepts other assigned job duties and responsibilities with or without prior notice.

Qualifications

• Associate's degree and minimum of 2 years of banking or financial services experience or equivalent combination of experience and education required.
• Minimum of two years of contact center experience or equivalent required.
• Relevant experience in quality assurance, training, program management, or related fields preferred.
• Minimum of one year of outbound calling experience preferred.
• Minimum of one year of any sales experience preferred.

Other Requirements

• Banking is a highly regulated industry and you will be expected to acquire and maintain proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations applicable to your conduct and work. This position will be responsible for maintaining and ensuring organizational compliance with the Bank Secrecy Act (BSA) regulations.
• Maintain considerable knowledge of bank products, services and business operations to enable resolution of customer inquiries.
• Possess excellent oral and written communication skills and strong organizational and prioritizing ability.
• Understanding of quality assurance principles and methodologies.
• Detail-oriented and customer-driven, focusing on providing high-quality resources and reference material to CSC agents.
• Ability to work under pressure, minimize distractions and maintain a positive attitude.
• Processes inbound calls as needed from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy and various customer requests. Use training and reference materials to work and resolve issues independently. De-escalate situations when necessary or escalate to supervisor after de-escalation attempt.
• Assists customers with computing environments (Apple and Android) to support and promote digital banking services on all supported devices.
• Adapt quickly to change and learn in a remote environment.
• Willingness to work a flexible schedule, with frequent adjustments to hours and ability to work additional hours if needed; ability to work outside normal banking hours.
• Ability to support and lead others to provide superior service to new and existing bank customers.
• Maintain professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Advanced ability to train and coach others; clear, concise written and oral communication; ability to engage both technical and non-technical audiences.
• Strong spelling, grammar, and professional email/phone etiquette; accept feedback and creative direction; collaborate with management and co-workers; maintain confidentiality.
• Expertise in using a personal computer and managing home networking to support reliable access to the bank s virtual environment; familiarity with Windows and Apple operating systems, browsers, and devices; experience with training and monitoring technologies.
• Ability to type with speed and accuracy; operate standard office equipment.

Compensation and Benefits

• Wage range: 25.00 – 28.00 USD/hour; eligible for approved overtime and a +1.00/hour shift premium after 6:00 pm.
• The position includes 17 days of PTO, 5 days of STD, 11 annual paid holidays, and 1 float holiday.
• WesBanco benefits: medical, dental, vision, FSA, transportation benefit, life, disability, voluntary benefits, and 401(k) with employer match.

Job Details

• Full-Time
• Area of Interest: Customer Experience
• Location: Bowie, Maryland, United States