Job Description

Vericast is the financial institution (FI) performance partner. We help banks and credit unions drive growth, improve efficiency, increase engagement and navigate change through the power of data, technology and people. Our advanced analytics, data-driven insights and integrated solution set enable better execution with agility, precision and scale. That’s why thousands of financial institutions look to Vericast and our 150 years of financial services expertise to help them achieve more. For more information, visit or follow Vericast on  LinkedIn .

Job Description

JOB SUMMARY

Supports improved and sustained high quality contact center Specialist performance by facilitating training required for servicing payment products and services, digital banking, and other marketing programs as well as providing feedback on learning opportunities. Collaborates with Training and Center Leadership to determine and evaluate training and development needs in order to create training plans. 

KEY DUTIES/RESPONSIBILITIES:

• Conducts instructor led activities for new and existing contact center specialists as needed to support payments, digital banking, and other marketing services programs. This includes support of trainees throughout classroom training, skills enrichment training, and the first couple of days for program launches.
• Maintains knowledge of new and current processes and procedures, client information and company compliance by utilizing new and existing resources provided.
• Provides feedback on training modules and performance as well as administers quizzes and assessments to identify gaps in learning. During skills enrichment training, this includes listening to calls to provide feedback to trainees as well as side by side observation to provide real time coaching.
• Performs other duties as assigned by Training Manager, Training Supervisor, or local leadership to include participating in project teams, local activities, and attending meetings.

Qualifications

EDUCATION

• High School Diploma or GED (Required)
• Associate's Degree (Preferred)

EXPERIENCE

• 1 or more years call center experience preferred
• 1 or more years training experience preferred
• Knowledge of call center operations preferred
• Banking experience preferred
• Digital banking experience preferred

KNOWLEDGE/SKILLS/ABILITIES

• Strong Communication Skills
• Excellent Interpersonal Skills
• Excellent Organizational Skills
• Strong Customer Service Skills
• Read / Comprehend Written Instructions
• Follow Verbal Instructions
• General Clerical Skills
• Basic Computer Skills
• Requires ability to express ideas clearly both verbally and in writing.
• Ability to deliver feedback and handle conflict resolution in a positive manner
• Dynamic presentation skills with little or no supervision
• Flexibility to adjust to a quickly changing and fast paced environment
• Ability to navigate and troubleshoot through technical login errors
• Ability to interact in a professional manner with internal customers and external clients virtually and in person
• Facilitate and coordinate virtual training

EQUIPMENT/SOFTWARE UTILIZED

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint
• Microsoft SharePoint
• Internet Browsers (eg. Chrome, IE, Firefox, Edge)

COMMUNICATION AND CONTACTS

• This position may include contact with various company personnel including local and corporate staff, Field Sales, IT, HR, Workforce, and external clients, customers and vendors.

OTHER

• Some weekends nights and minimal travel may be required. Supervisory Responsibilities: Oversees and directs activities of employees in all training environments.

PHYSICAL DEMANDS / WORKING CONDITIONS

• Extended Use of Computer Monitor
• General Office Environment
• Balancing
• Bending / Stooping
• Carrying
• Ability to Adjust Focus
• Sitting Continuously
• Using both hands
• Feeling
• Grasping
• Handling
• Hand-to-Eye Coordination / Motor Skills
• Hearing
• Kneeling
• Reaching
• Sitting
• Standing
• Talking
• Twisting / Turning
• Typing
• Walking
• Writing
• Close vision
• Close vision for long periods of time

Additional Information

Salary: $18.00- $32.00/hour

The ultimate compensation offered for the position will depend upon several factors such as skill level, cost of living, experience, and responsibilities.

Vericast offers a generous total rewards benefits package that includes medical, dental and vision coverage, 401K and generous PTO allowance. A wide variety of additional benefits like life insurance, employee assistance and pet insurance are also available, not to mention smart and friendly coworkers!

At Vericast, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our clients, and our community. As an Equal Opportunity employer, Vericast considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our Talent Acquisition team at  talentacquisition@vericast.com . EEO is the law. To review your rights under Equal Employment Opportunity please visit:  .

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