[Hiring] SME & Training Coordinator 1 @WesBanco Bank, Inc.

Role Description

This position works an alternate schedule: Schedule is 11am to 8pm, Monday through Friday with rotating shifts determined by trainee schedules, including some Federal Reserve holidays (MLK day, President's Day, Juneteenth, Indigenous People Day and Veteran's Day).

Serves as a Subject Matter Expert (SME) in bank products, services and operational procedures for Customer Service Center (CSC) staff. Identifies opportunities for ongoing training needs for new hires and existing agents using a variety of tools, ensuring that the training and knowledge resources are always coordinated. They coordinate with management and mentors to identify what resources and trainings are needed as well as collaborate with subject matter experts to ensure the information is accurate and relevant. The SME & Training Coordinator is also responsible for complaint research and resolution.

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.

Requirements

• Serves a primary support for CSC Support/SME group chats and provides 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 all 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, customer service center 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 that all 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 or responsibilities with or without prior notice.

Company Description