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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.

Essential Functions

  • 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

Time Type:

Full time

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.