Contact Center Trainer

ION Financial MHC INC; Naugatuck (CT); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

401k and Employer Match

Life Insurance

Disability

Educational Assistance

Wellness Programs

Employee Assistance Program

Paid Time Off & Holidays

Job summary

Ion Bank is seeking a Contact Center Trainer to design, deliver, and evaluate training programs that boost employee performance, customer service skills, product knowledge, systems proficiency, and regulatory compliance. This role partners with call center leadership to ensure new hires and experienced staff have the knowledge and skills to excel in service delivery.

The ideal candidate will have a Bachelor's degree and 2–5 years in a call center or retail banking environment, with experience in

Qualifications

• Bachelor's degree preferred; equivalent combination of education and experience may be considered.
• 2–5 years of experience in a call center and/or retail banking environment.
• Experience in training, coaching, learning and development, or workforce development preferred.
• Experience facilitating instructor-led and virtual training sessions preferred.

Responsibilities

• Facilitate new hire onboarding and orientation programs.
• Conduct classroom, virtual, and on-the-job training sessions.
• Deliver training on customer service, communication techniques, call handling, systems, products, policies, and procedures.
• Develop, update, and maintain training materials, job aids, presentations, and e-learning content.
• Evaluate training effectiveness and revise programs based on feedback, quality scores, and business needs.
• Ensure all training content aligns with company policies and regulatory requirements.
• Identify skill gaps and develop targeted coaching plans.
• Partner with supervisors and managers to improve employee performance and engagement.
• Provide constructive feedback and reinforcement of best practices.

Skills

Training design

Coaching

Customer service

Onboarding

Education

Bachelor's degree

Education or related field

Tools

LMS

Job description

At Ion Bank, we pride ourselves on providing exemplary customer service and building lifetime relationships by partnering with our customers to identify and achieve their financial goals. We are passionate about our Service Standards and live by them every day.

As a result of Ion's continued growth, the bank consistently provides robust and diverse development programs for its employees with a goal of personal expansion. Not only does Ion prioritize its internal team but additionally values the communities that the employees serve. The bank consistently encourages volunteerism from its employees to support customers and beyond.

Who we are seeking for this role:

The ideal candidate will demonstrate and encourage high standards of behavior that is consistent with Ion's service Philosophy of Safety & Security, Accuracy, Responsiveness, Friendly, Personalized Service. Consistently demonstrates a strong commitment to Ion, willing to go "above and beyond" whenever necessary. This individual thrives in an environment that encourage teamwork and promotes inclusion by working with a variety of people.

As a Contact Center Trainer you are responsible for:

Designing, delivering, and evaluating training programs that enhance employee performance, customer service skills, product knowledge, systems proficiency, and compliance requirements. This role partners with call center leadership to ensure new hires and existing team members have the knowledge and skills necessary to provide exceptional customer experience and achieve operational goals.

Responsibilities:

• Facilitate new hire onboarding and orientation programs.
• Conduct classroom, virtual, and on-the-job training sessions.
• Deliver training on customer service, communication techniques, call handling, systems, products, policies, and procedures.
• Develop, update, and maintain training materials, job aids, presentations, and e-learning content.
• Evaluate training effectiveness and revise programs based on feedback, quality scores, and business needs.
• Ensure all training content aligns with company policies and regulatory requirements.
• Identify skill gaps and develop targeted coaching plans.
• Partner with supervisors and managers to improve employee performance and engagement.
• Provide constructive feedback and reinforcement of best practices.

Education and Qualifications:

• Bachelor's degree in Human Resources, Business Administration, Education, Communications, or a related field preferred. Equivalent combination of education and experience may be considered.
• 2-5 years of experience in a call center and/or retail banking environment.
• Previous experience in training, coaching, learning and development, or workforce development, preferred.
• Experience facilitating instructor-led and virtual training sessions preferred.
• 401k and Employer Match
• Life Insurance
• Disability
• Educational Assistance
• Wellness Programs
• Employee Assistance Program
• 15 Paid Time Off Days
• 11 Paid Holidays
• Job Shadowing

Ion Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.