Lead Trainer, Financial Services

eClerx; Fayetteville (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

eClerx in Fayetteville, NC is seeking a Lead Trainer in Financial Services to onboard new hires and deliver training programs that build essential skills, knowledge, and behaviors aligned with company objectives. The role emphasizes coaching customer service teams, ensuring regulatory compliance, and driving performance through coaching sessions and KPI monitoring to achieve SLAs and high-quality service.

This full-time role is based on site in Fayetteville and offers opportunities to shape

Qualifications

• Bachelor's degree in Business, Finance, Operations, or a related field (or equivalent experience).
• 5+ years of contact center/customer operations experience.
• Experience in banking, financial services, lending, insurance, fintech, or related industries.
• Strong knowledge of contact center operations and performance management.
• Proven experience coaching and developing high-performing teams.
• Excellent verbal and written communication skills.

Responsibilities

• Lead, coach, and support a team of customer service representatives.
• Conduct regular one-on-ones, coaching sessions, and performance check-ins.
• Ensure exceptional customer service across all voice interactions.
• Handle escalated customer concerns and complex account issues.
• Drive first-call resolution and reduce customer effort on the floor.
• Monitor team-level KPIs (AHT, Service Level, Abandonment Rate, FCR, CSAT, QA Scores) to help meet SLAs
• Understand and reinforce the quality standards required when servicing premier wealth management clients
• Ensure the team follows financial industry regulations, company policies, and risk management standards
• Track team performance data to identify trends and coaching opportunities
• Partner with Quality, Training, and Compliance teams on day-to-day issues

Skills

Leadership

Coaching

Communication

Performance management

Education

Bachelor's degree in Business, Finance, Operations, or related field

Job description

Job Summary

The Lead Trainer is responsible for onboarding and training new employees, creating and delivering training programs that give new hires the skills, knowledge, and behaviors needed to perform well in their roles and support the company's objectives.

Job Description

Lead Trainer, Financial Services

Location: Fayetteville, US

Type: Full-time

Responsibilities

• Lead, coach, and support a team of customer service representatives
• Conduct regular one-on-ones, coaching sessions, and performance check-ins
• Ensure exceptional customer service across all voice interactions
• Handle escalated customer concerns and complex account issues
• Drive first-call resolution and reduce customer effort on the floor
• Monitor team-level KPIs (AHT, Service Level, Abandonment Rate, FCR, CSAT, QA Scores) to help meet SLAs
• Understand and reinforce the quality standards required when servicing premier wealth management clients
• Ensure the team follows financial industry regulations, company policies, and risk management standards
• Track team performance data to identify trends and coaching opportunities
• Partner with Quality, Training, and Compliance teams on day-to-day issues

Eligibility Requirements

• Bachelor's degree in Business, Finance, Operations, or a related field (or equivalent experience).
• 5+ years of contact center/customer operations experience
• Experience in banking, financial services, lending, insurance, fintech, or related industries.
• Strong knowledge of contact center operations and performance management.
• Proven experience coaching and developing high-performing teams.
• Excellent verbal and written communication skills.

About EClerx

eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.

The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

For more information, visit www.eclerx.com

You can also find us on:

https://www.linkedin.com/company/eclerx/
https://www.indeed.com/cmp/Eclerx/about
https://www.glassdoor.com/eClerx

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here