Commerce Bank Training Specialist - Customer Care in St. Louis, Missouri
About Working at Commerce
Wouldn’t it be great to build your career at a bank that’s known for helping people with their financial challenges? That’s exactly what you’d be doing when you join the team at Commerce Bank. We’re looking for teammates who are ready to do whatever it takes to help our customers with their everyday financial needs. You’d be helping yourself too, because Commerce has a tradition of recognizing and rewarding team members for their talent, skills and contributions.
No wonder we’ve been an industry leader for over 150 years and have developed a reputation as a great place to work in the financial services world. If you’d like to be a part of a team and culture that is respected by its peers and in your community, we should talk. We’re always looking for the best and brightest.
About This Job
A Customer Care Center Training Specialist puts our new team members on their path to success. They train on all policies, procedures, and systems required for front-line associates to perform their jobs. Additionally, they demonstrate our Commerce core values every day. The ideal candidate will be curious, flexible, and self-motivated and will strive to deliver a positive, supportive, and effective training experience. They will thrive in an atmosphere of continuous learning and easily adapt to the changing needs of the Customer Care Center.
Facilitate new hire and refresher general Customer Service training; promote employee engagement in the learning process
Complete pre-training employee system access and other required class set-up and preparation activities
Coordinate training dates and times with other trainers and employees who may participate in your training event
Create and/or update lesson plans that ensure providing a well-organized, supportive, and experiential learning environment
Monitor trainee attendance, active participation, and administer knowledge checks, quizzes or tests to complete performance and learning report cards through-out training, share results with Customer Service managers
Conduct performance coaching and counseling with trainees participating in the class
Administer post-training assessments
Periodically participate in projects to improve or update the existing training curriculum or create new curricula as needed
Remain current with product knowledge, policies, and procedures performed by Customer Service associates to provide effective training
Perform other duties as assigned
Knowledge, Skills & Abilities Required
Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
Inquisitive, agile, and strong team player with excellent written, verbal, and interpersonal communication skills
Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
Thorough knowledge and practical experience performing the functions for the topics being trained
Basic knowledge of adult learning principles and effectively applies to training development and delivery
Able to recognize and quickly adapt training to respond to trainee’s learning styles
Knows and uses strategies to keep group focused and on task and to manage disruptive behaviors
Ability to quickly understand and apply new information or concepts
Basic level proficiency with O365 applications; Word, Excel, PowerPoint, Outlook, and Teams
Education & Experience
Associate degree in Human Resources, Business Administration, Communication, or Education, or equivalent combination of education and experience required.
1 + year training experience preferred, preferably within a contact center and/or the financial services industry
Performance consulting and coaching experience preferred
Location: 1045 Executive Pkwy, St. Louis, Missouri 63141
Commerce Bank has been awarded numerous awards for our company culture. We have been included on distinguished lists such as Forbes’ Best Midsized Employers, Forbes’ Best Employers for Women, and Korn Ferry’s Engaged Performance Award. You’ll see the difference for yourself when you join the team.
Why Commerce? (https://www.commercebank.com/careers/about-commerce)
Inclusion and Diversity at Commerce
How to Join Our Team (https://www.commercebank.com/careers/how-to-join-our-team)
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Equal Opportunity Employer
Commerce Bank is proud to be an Equal Employment Opportunity employer and believes that every individual should have the opportunity to work at a job for which he, she or they qualifies. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender, gender identity, gender expression, veteran status, disability status, or any other applicable characteristics protected by law.