Call Center Trainer
US-NE-Papillion
Careers (External)
Req #: 10810
Type: Full-Time
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Overview: Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members "do better." Joining PenFed is more than being an employee; it's about being a part of the PenFed family. PenFed is hiring a (Hybrid) Call Center Trainer at our Omaha, Nebraska or Papillion, Nebraska service center. The primary purpose of this job is to deliver new hire and ongoing training courses non-technical and job specific technical training, refresher classes for Operations Lines of Business. Assist with training needs to keep PenFed Operations current and other special projects with updating and documentation of content. Responsibilities: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Responsibilities include, but are not limited to: * Deliver and evaluate computer systems training, PenFed products and services training, and policies and procedures with primary focus on assigned content area. * Support design of content for training programs. * Assist in the development and delivers content for technical and non-technical content through a variety of mediums, with the primary focus on instructor-led facilitation, virtual or in-person. * Employ appropriate tools to effectively present the learning materials in a technically proficient manner. * Enter and maintain training data for assigned classes including attendance and gradebooks. * Troubleshoot and resolve live issues, identify solutions/answers, and distribute follow-up communications to trainees and appropriate stakeholders. * Assess employee skills, monitor and report progress. Make development recommendations to supervisors on trainees through regular reporting. * Update curriculum and content as directed. * Ensure that learning objectives and stakeholder goals are delivered and met through assessments, role plays, and other activities detailed in Lesson Plans. * Ensure that all training, regardless of delivery mode, is presented in a professional and accurate manner, adhering to Lesson Plans, Topic Maps, course content, supporting documentation, and assessments and surveys. * Monitor trainee phone calls and provide coaching to ensure agents perform to standard. * Provide training and support for third party contractors as required. Qualifications: Equivalent combination of education and experience is considered. * Bachelor's Degree in Education, Human Resources or Business Administration. * Minimum of two (2) years' experience delivering and designing technical and non-technical training courses. * Minimum of two (2) years' experience and solid performance within a financial service center or branch role is preferred. Supervisory Responsibility This position will supervise new hire MSRs for the duration of the training course. Upon release from training the supervision will pass to the Unit Manager (Team Lead). Licenses and Certifications * There are no additional licenses or certifications required. * CPLP or CPTD Certification is a plus. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Travel to various worksites (continental US, Hawaii, Puerto Rico and Guam) may be required. Typical length of assignment is two weeks to four weeks.
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