Client Services Trainer

Job Description

Position Summary:

In collaboration with the Recruitment team and the Client Services leadership team, the Trainer also contributes to recruitment and selection efforts. Additionally, the Trainer supports service excellence through continuous skill assessments, targeted learning programs, and ongoing coaching to address performance gaps and promote a culture of continuous learning and improvement.

Key Responsibilities:

• Facilitate Foundations training, provide mentorship, guidance, and support to new hires, and evaluate performance throughout the onboarding process.
• Create and deliver upskilling programs based on training needs assessments conducted in collaboration with operations teams.
• Evaluate learners application of skills and knowledge through observation, assessments, and testing results.
• Provide coaching and constructive feedback with actionable solutions to drive learner performance and achievement of deliverables.
• Adapt training and coaching approaches to support various learning styles and guide diverse learners toward success.
• Document training outcomes and performance insights through scorecards and regular summaries.
• Participate in performance calibration and feedback sessions with Client Services leadership to align training with operational needs.
• Collaborate with CS Supervisors and L&D Trainers to ensure a seamless and engaging onboarding experience.
• Maintain alignment with Subject Matter Experts (SMEs) to ensure training content remains relevant and up to date.
• Support the transition of new hires from training to operations, ensuring readiness and confidence in role expectations.
• Assist with recruitment initiatives, including attending job fairs and networking events, and utilizing platforms such as LinkedIn to attract quality candidates.
• Conduct candidate assessments in partnership with Human Resources, evaluating fit for the Client Services environment.
• Manager performance during training and escalate when appropriate.
• Promote the Client Services Purpose and values throughout the training and engagement process.

Qualifications:

• Bachelor's degree (preferred) or College Undergrad
• Minimum of 3 years in a Call Center environment with a focus on customer service delivery.
• Minimum of 2 years of experience supporting wealth management, insurance, or financial management clients/accounts.

Skills:

• Exceptional communication skills with the ability to adjust for different audiences and learning styles
• Demonstrated facilitation, coaching, and leadership abilities
• High level of professionalism and customer service orientation
• Excellent interpersonal and relationship-building skills
• Organized, self-motivated, and capable of working independently
• Flexible and adaptable in a fast-paced, changing environment
• Keen attention to detail and accuracy
• Problem-solving mindset with a focus on win-win solutions
• Public speaking or adult learning certifications are considered an asset

Other Expectations:

• Schedule Adherence: Complies with assigned shift schedules (including but not limited to start time, end time, and breaks/lunch); complies with rest day schedules; adheres to leave filing policies outlined by the engagement/company.
• Quality Compliance: Follows all quality standards and ensures that deficiencies are corrected promptly for activities in their function.
• Teamwork and Communications: Actively participates in required meetings, whether engagement-related or company-related; acts as a backup for teammates when needed; shares insights and improvements identified during training.
• Collaboration: Works cross-functionally with Operations, the Recruitment Team, Learning & Development, Workforce Management, Quality Assurance, and other relevant departments to ensure training aligns with service goals and operational readiness.
• Continuous Improvement: Stays current on training best practices and incorporates adult learning principles to enhance delivery and impact.
• Feedback-Driven: Welcomes feedback and continuously seeks ways to refine training approaches and outcomes.