Trainer | Banking Account
On-siteClark, New Jersey, United States
Job Summary
Oversee new hire, progression, and enhancement training for Customer Service Consultants by creating and facilitating materials that equip the team with fundamental skills and knowledge. Coach consultants to listen, empathize, and identify reported issues to create far-reaching solutions for customers. Analyze performance to create Training Needs Identification (TNI) by understanding client goals and identifying behaviors impacting KPIs. Build networks across functions through proactive communication while maintaining confidentiality and professionalism. Adjust communication styles to accommodate diverse learner backgrounds and technical knowledge levels. Facilitate active listening and agenda planning to drive an interactive learning environment. Requires B2 English proficiency, 2+ years experience, and strong facilitation skills.
Required Qualifications
- Graduate of any 4 year Course
- B2 English level
- At least 2 years experience in the same capacity
- Basic Cultural/market sensitivity with respect to norms of the primarily North American customer
- Understands and can effectively hold conversations in with North American customers (e.g. understands common references, slang, and mobility terms)
- Typing skill (30 WPM, Accuracy of 85%)
- Proficient in MS Office applications - Powerpoint, Word, and Excel
- Extroverts - like to socialize
- Able to Adjusts his/her behavior and communication to accommodate working styles and perspectives from learners/customers with diverse levels of technical knowledge, professional backgrounds, and geographical locations
- Ability to build networks within and across functions through proactive communication
- Must be a self-starter, organized, and excellent with time management
- Ability to maintain a high degree of confidentiality and professionalism
- Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities
- Very high Customer centricity
- Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way
- Solution oriented, polished etiquette
- Creates a positive impression of client when interacting with customers
- Agenda planning, active listening
- Create positive interactive environment that drives learning
Desired Qualifications
- Preferably College Graduates or Diploma holders
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