Job Description

The Customer Service Trainer designs, delivers, and evaluates training programs for new and existing Customer Service team members. This role helps all team members to be equipped with the knowledge, skills, and tools necessary to perform their roles effectively, ethically, and in compliance with regulatory standards. Mentioned below are key duties:

• Develop and deliver onboarding programs.
• Create training modules on, negotiation skills, compliance, and customer service.
• Conduct refresher training sessions and workshops for existing staff.
• Provide one-on-one coaching and feedback to improve team member effectiveness.
• Measure training effectiveness through assessments, feedback, and performance metrics.
• Maintain training records and prepare reports for management.
• Work closely with team leaders, QA, and HR to align training with business goals.

Skills Required

• Strong leadership and interpersonal abilities, effective communication skills, and a deep understanding of banking operations and operational leadership
• Proficient in coaching and mentoring team members to enhance performance through continuous feedback
• Adept at performance management, driving accountability, and process compliance. Continuous learning and adaptability are crucial, stay abreast of industry trends
• Experience managing a Team of Customer Service Associates