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 good driving history

Salary:  Depending on Experience and Education

Status:  Non Exempt