The in scope activities for this process involves inbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc and outbound calls for early stage (0-59 days) delinquent customers – dialer and manual. Products to be managed are mortgage, club, condo and latitude.
Responsible for Imparting Process & Pre-Process Training for banking operations like deposit, payments, wealth operations, commercial lending.
Developing operations education materials, such as digital presentations, how-to manuals, and instructional videos.
Preparing procedures and policies regarding techniques and appropriate agent conduct.
Scheduling and conducting training sessions on various topics to prepare and support new employees.
Training experienced employees on new or updated procedures to improve their performance.
Observing the daily operations of employees and identifying any areas of improvement.
Liaising with team leaders and managers to conduct on-the-job coaching.
Measuring the effectiveness of training sessions and preparing individual or team progress reports.
Creating and managing the training budget.
Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
Familiarity with learning management systems prefered.
Excellent knowledge of back office and customer servicing techniques (email/chat/voice) and servicing best practices.
Strong teaching abilities and mentoring skills.
Good communication, interpersonal, and conflict resolution skills.
Ability to provide leadership to personnel in a fast-paced and stressful work environment.
Train customer service agents on behavioral skills, Business Conduct Delivery of Process/Subject matter training to New recruits.
Maintain Track records of performance and analyse data critically.
At least 2 year of college completion
Min 2-3 years of experience in training
Min 2-3 years experience in training banking contact center team
Excellent oral and written communication and listening skills
Experience in Training
Excellent Coaching & People Management Skills
People Management Skills
Knowledge of MS Office applications
Knowledge of US banking regulations and Ring fence transfer scheme preferred
Willingness to work in shifts