Client Services Trainer

Client Services Trainer

Summary:

Responsible for developing, designing and facilitating software application and service training to internal employees  and clients.  Training is delivered using different modalities including instructor led, virtual, or a blended learning solution.

 

Essential Duties and Responsibilities:

  • Provide facilitation to internal employees and clients utilizing software applications including Power Point, Go To Meeting and Adobe Captivate.
  • Facilitates software, troubleshooting, and soft skill workshops. May create, design, and customize training materials and procedures for each situation.
  • Delivers customer service training to internal staff.
  • Arranges and prepares selected training materials for use during live and web-based training sessions.
  • Creates reusable webinar training sessions.
  • Responsible for training facilities.
  • Tests and maintains software for training purposes.
  • Provides customer follow-up on any question asked during training that required post-training research. Ensures all questions are answered timely and thoroughly.
  • Seeks increased knowledge of features and functions of products and services. Increases knowledge of current training techniques and practices.  Keeps current on product changes and upgrades.
  • Participate in client services analyst training and duties for product knowledge.
  • May troubleshoot and debug issues prior to, during, and after installations.
  • Prioritizes and documents problems.
  • Travel to client sites for training delivery.
  • Other duties as assigned.

Requirements/Skills:

  • Bachelor’s degree in Business, Finance or Education preferred / Equivalent work experience in Banking or Financial industry accepted
  • 1 year minimum of instructor led and virtual facilitation experience preferred
  • 1 year minimum of customer service facilitation experience preferred
  • Excellent communication skills, including strong writing, reporting and business correspondence
  • Basic mathematical skills
  • Resourceful, fact finder and ability to draw valid conclusions
  • Courteous, professional and patient
  • Excellent problem solving skills
  • Strong attention to detail
  • Accountable
  • Strong basic computer skills, Windows OS, and Microsoft Office products

 

Travel

  • Ability to travel 30%
  • Must have a valid driver’s license with a good driving history

Salary:  Dependent on Experience and Education

Status:  Non Exempt

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