Proficiency Coach I

Job Description:

On-Boarding & Proficiency Coach provides coaching and development of new hires throughout the on-boarding experience. This role will ensure employees are adequately prepared for their new or expanded roles, resulting in improved retention and a quicker proficiency ramp.

• Responsible for the onboarding process of new hires in classroom, immersion and on the job training including post 3 months ramp to proficiency  
• Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the on-boarding timeline
• Facilitates immersion training and leads on the job training, providing guidance to OJT peer coaches
• Leads skills practice and ongoing learning activities as well as conducting knowledge checks and knowledge gap remediation efforts
• Partners with the team manager for ramp to proficiency through additional call listening, huddles, skill builder workshops
• Collaborates with the management team to design successful action plans that improve overall performance
• Provides timely and constructive feedback to guide and encourage employees to success
• Identifies new hire training and OJT process improvements
• Responsible for improvements in employee confidence and speed to proficiency
• When not on-boarding, focus is on up-skilling and new initiatives including coaching, training, and assessing performance.
• May be asked to virtually provide onboarding support across sites and regions

Required

• Current Advanced Client Solutions experience
• Minimum of 12 months of experience with card products
• Minimum of 6 months experience leading or supporting ACS on the job training as either a ACS coach or ACS team manager 
• Requires experience and knowledge of Sales Force, Synergy, Interact, RMT and other systems and tools that are necessary to assess and improve performance as well as teaching and coaching skills
• Excellent verbal and written communication skills
• Self-motivated and able to work independently
• Ability to develop action plans to remediate identified performance or quality opportunities for employees or teams.
• Performance tracking and reporting of individual progress for each case and overall program effectiveness.
• Ability to think critically to solve problems to ensure the best possible outcome
• Proven ability to navigate to correct procedures as outlined in Solution Center
• Excellent presentation skills
• Ability to multi-task, plan and function in a self-directed environment
• Ability to provide both virtual and onsite support as needed
• Has a commitment to teamwork and the flexibility to work the new hire schedule as well as one weekend day per month

Desired

• Minimum of 12 months of experience with deposit products

Schedules and Locations

• 1 weekend day a month (either Saturday or Sunday) required for both of the below schedules
  • 1st shift: Monday to Friday 9:00am-6:00pm 

• Required to work from the primary work location listed when not in remote operating stance
• Initially you will be required to work from home and/or remotely in this role:
  • Internet Service Provider at home (no public WiFi or Internet); (high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Shift:

Hours Per Week: