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Towne Member Care Trainer/Quality Assurance

United States, Virginia, Suffolk
6005 Harbour View Boulevard (Show on map)
February 06, 2024

Towne Member Care Trainer and Quality Assurance member will play an integral role in facilitating and executing employee training and continue development. In addition to training, it will include monitoring and evaluating of all omnichannel communications with our members to ensure TowneBank maintains exquisite customer service and accuracy.

Essential Responsibilities:

  • Continue to improve and implement a structure training plan for new employees
  • Train new employees
  • Conducts ongoing training for all employees
  • Stays current with product and procedural knowledge while also keeping training materials current
  • Be comfortable in a call center environment
  • Monitor and evaluate a variety of phone calls, chats, emails, process flows and compliance measures for effectiveness and quality control
  • Listen to and grade Member calls
  • Coach and give detailed feedback directly to team members
  • Document and report on trends for continued improvement to meet compliance and company objectives
  • Create and track quality-monitoring reports
  • Run QA calibration sessions
  • Be a mentor for the Towne Member Care team
  • Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
  • Other duties as assigned.

Minimum Required Skills & Competencies:

  • Computer skills (MS Windows, Word, Excel and Internet)
  • Must possess PC Skills with the ability to toggle between multiple systems simultaneously
  • Excellent verbal communication skills including public speaking and presentation/facilitation skills
  • Excellent organizational skills
  • Exceptional listening skills
  • Strong member service skills and professional demeanor
  • High level of time management, attendance, and punctuality
  • Ability to multi-task
  • Understanding of Banking processes and ability to learn new ones
  • Has a positive attitude, passion for helping, and a continuous improvement focus
  • Self-Starter, creative and forward thinker

Desired Skills & Competencies:

  • Previous experience in a customer service, call-center and/or banking environment is preferred
  • Have at least 1 year experience in a training and/or Quality assurance is preferred

Physical Requirements:

  • Express or exchange ideas by means of the spoken word via email and verbally.
  • Exert up to 10 pounds of force occasionally, use your arms and legs, and sit most of the time.
  • Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
  • Not substantially exposed to adverse environmental conditions.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)