Job Description

REWARDS

·  Take charge of your future with our generous 401K savings plan with company match, which is vested from day one.

·  Participate in our company wide well-being program that also serves to lower your annual health insurance premiums.

·  Explore new education opportunities with our tuition reimbursement plans.

·  We offer work-life flexibility, meeting personal obligations along with professional success.

JOB SUMMARY

Supports improved and sustained high quality contact center Specialist performance by facilitating training required for servicing payment products and services, digital banking, and other marketing programs as well as providing feedback on learning opportunities.  Collaborates with Training and Center Leadership to determine and evaluate training and development needs in order to create training plans. 

KEY DUTIES/RESPONSIBILITIES

•  
• Conducts instructor led activities for new and existing contact center specialists as needed to support payments, digital banking, and other marketing services programs.  This includes support of trainees throughout classroom training, skills enrichment training, and the first couple of days for program launches. 80%
• Provides feedback on training modules and performance as well as administers quizzes and assessments to identify gaps in learning.  During skills enrichment training, this includes listening to calls to provide feedback to trainees as well as side by side observation to provide real time coaching. 10%
• Maintains knowledge of new and current processes and procedures, client information and company compliance by utilizing new and existing resources provided. 5%
• Performs other duties as assigned by Training Manager, Training Supervisor, or local leadership to include participating in project teams, local activities, and attending meetings. 5%

  EDUCATION

• High School Diploma or GED (Required)
• Associate's Degree (Preferred)

  EXPERIENCE

• 1 or more years call center experience preferred
• 1 or more years training experience preferred
• Knowledge of call center operations preferred
• Banking experience preferred
• Digital banking experience preferred

  KNOWLEDGE/SKILLS/ABILITIES

• General Clerical Skills
• Basic Computer Skills
• Requires ability to express ideas clearly both verbally and in writing.
• Strong Communication Skills
• Excellent Interpersonal Skills
• Excellent Organizational Skills
• Strong Customer Service Skills
• Read / Comprehend Written Instructions
• Follow Verbal Instructions
• Ability to interact in a professional manner with internal customers and external clients virtually and in person
• Ability to deliver feedback and handle conflict resolution in a positive manner
• Dynamic presentation skills with little or no supervision
• Flexibility to adjust to a quickly changing and fast paced environment
• Ability to navigate and troubleshoot through technical login errors
• Facilitate and coordinate virtual training

  EQUIPMENT/SOFTWARE UTILIZED

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint
• Microsoft SharePoint
• Internet Browsers (e.g. Chrome, IE, Firefox, Edge)

  COMMUNICATION AND CONTACTS This position may include contact with various company personnel including local and corporate staff, Field Sales, IT, HR, Workforce, and external clients, customers and vendors.   OTHER Some weekends nights and minimal travel may be required. Supervisory Responsibilities:   Oversees and directs activities of employees in all training environments.   PHYSICAL DEMANDS / WORKING CONDITIONS

• Extended Use of Computer Monitor
• General Office Environment
• Balancing
• Bending / Stooping
• Carrying
• Ability to Adjust Focus
• Sitting Continuously
• Using both hands
• Feeling
• Grasping
• Handling
• Hand-to-Eye Coordination / Motor Skills
• Hearing
• Kneeling
• Reaching
• Sitting
• Standing
• Talking
• Twisting / Turning
• Typing
• Walking
• Writing
• Close vision
• Close vision for long periods of time
• Color perception
• Depth perception

Additional Information

Harland Clarke, a Vericast Company, considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. In addition, Valassis will provide reasonable accommodations for qualified individuals with disabilities by contacting our recruiting administrator at Talentacquisition@vericast.com.

EEO IS THE LAW. TO REVIEW YOUR RIGHTS UNDER EQUAL EMPLOYMENT OPPORTUNITY PLEASE VISIT: WWW.DOL.GOV/OFCCP/REGS/COMPLIANCE/POSTERS/PDF/EEOPOST.PDF.

All your information will be kept confidential according to EEO guidelines.