Customer Care Center Training Specialist

at  OceanFirst Bank

At OceanFirst Bank, each one of our employees plays an important role in fulfilling the mission and taking responsibility to execute daily tasks in alignment with our core values. Together we foster an environment of respect, professionalism and diversity that makes OceanFirst a great place to work and do business.
Great benefits include: on-site fitness facility at Red Bank and Toms River headquarter offices, hybrid schedule after initial onboarding has been completed, employee perks & discount programs, tuition assistance, incentive compensation program, professional development opportunities, and more! Apply today to #BecomeOceanFirst and make an impact in the local community!

YOUR QUALIFICATIONS

• Bachelor’s degree in Business Administration, Training, or Instructional Design or equivalent combination of education and experience.
• 3+ years progressively responsible experience in training, education, or instructional design. Experience in banking environment strongly preferred.
• Experience in leading project teams is helpful.
• Certification and affiliation with Association for Talent Development (ATD), or other professional training association(s) or progress toward certification/affiliation is preferred.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

• Office environment.
• Ability to operate a computer.
• Ability to communicate in order to exchange simple to complex information with individuals and groups.
• Ability to travel throughout Bank footprint.

ABOUT THE ROLE

The Customer Care Center Training Specialist will design and facilitate training and development programs that support the achievement of strategic goals and objectives and improves performance of human capital. This role will be responsible for maintaining a full understanding of all department systems, procedures, and service levels. This position will identify areas of development and takes the necessary actions that will lead to improved performance and customer experience.

WHAT YOU WILL DO

• Develop effective learning solutions to achieve desired results in support of business goals and improve the performance of organization human capital.
• Apply the principles of adult learning theory, appropriate learning technologies and industry best practices in the design and delivery of training and leadership development programs for frontline leaders.
• Assist in the development of internal skill-based training programs and the development of resources following trainings, including but not limited to activity sheets, frequently asked questions documents and quick-help guides.
• Facilitate training via multi-media channels. Align and develop the most effective delivery method; webinar, instructor led program, self-paced digital training, etc.
• Provide support and mentoring for employees. Communicates accurate information and acts as a resource to answer questions from trainees.
• Aid and assist with the implementation and training of software and operational systems, updated policies, procedures, and process improvements in the Customer Care Center.
• Follow project plans for deadlines, deliverables, and timelines throughout projects to ensure the staff is adequately trained. Utilize knowledge and understanding of training assessment tools to create surveys and analyze results.
• Research and analyze data to identify skill gaps and create strategies to address them.
• Conduct ongoing evaluations to track participant progress and training efficiencies.
• Provide feedback to management of participant’s progress in training, and areas of improvement for training programs.
• Assist with the coordination and preparation of Customer Care Center training programs.
• Research, identify, and apply best practices to effectively execute OD, CCC and HR initiatives and projects.
• Perform other job-related duties as assigned by Manager.
  Requirements: