SME & Training Coordinator 1 - Customer Service Center

Job description

This position works an alternate schedule: Schedule is 11am to 8pm, Monday through Friday with rotating shifts determined by trainee schedules, including some Federal Reserve holidays (MLK day, President's Day, Juneteenth, Indigenous People Day and Veteran's Day) SUMMARY: Serves as a Subject Matter Expert (SME) in bank products, services and operational procedures for Customer Service Center (CSC) staff. Identifies opportunities for ongoing training needs for new hires and existing agents using a variety of tools, ensuring that the training and knowledge resources are always coordinated. They coordinate with management and mentors to identify what resources and trainings are needed as well as collaborate with subject matter experts to ensure the information is accurate and relevant. The SME & Training Coordinator is also responsible for complaint research and resolution. ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disab...