Contact Center Trainer: Elevate Service & Skills

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

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