CSP Client Service Trainer

Position Summary: The 529 College Savings Client Service Trainer directly impacts the culture and success of the 529 call center by providing initial and ongoing training for the CSG associates as well as setting the initial expectations for their role. This professional has a solid investment/finance understanding and has a passion for building a foundation that will lead associates to success. The Trainer will also be responsible for contributing to the success of the team by assisting with quality assurance, approving transactions, and taking calls when needed.

This role is eligible for hybrid work from home opportunity under the work from home guidelines up to one day per week upon completion of onboarding.

Essential Functions:

• Onboard new Client Services Representatives (CSR) to the College Savings Group.
• Organize and conduct initial and ongoing training for 529 College Savings Group associates.
• Work closely with the supervisors on associate progress.
• Update training materials and the CSP Intranet page.
• Answer toll free Customer Care lines for the UBT-managed 529 Programs and set example by providing exceptional service at all times.
• Conduct ongoing call observations and share feedback to the current members of the team and their supervisor for use in coaching.
• Coordinate any trust/bank required training to ensure all associates have completed it.
• Assist with special projects including the oversight/training of projects such as returned mail, death of account owner, etc.
• Respond to employee inquiries, especially through the Approvals chat.
• Complete daily Quality Control reviews of transaction requests (withdrawals, investment changes, contributions) to ensure accuracy and excellent service.
• Complete Quality Control reviews of employees' workflow queues to ensure all outstanding items are resolved in a timely manner and correct procedures are followed.
• Understand and adhere to all bank policies, laws and regulations applicable to their role. Complete compliance training; follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Regular and reliable attendance is an essential function of this position.
• Perform other job related duties or special projects as assigned.

Qualifications:

• Bachelor's degree in a related field or equivalent experience preferred.
• Two years of customer service experience required.
• Previous training or teaching experience preferred.
• Working knowledge of 529 Plan rules and regulations preferred.
• Proficient in Microsoft Word, Excel and in working with other financial software.

Preferred Talents:

• Effective communicator- written and verbal
• Self-motivated, positive and people focused
• Independent decision maker with good judgment
• Organized, time efficient and deadline driven
• Effective problem solver.

Working Environment:

Indoor work- not exposed to outdoor elements or hazards.

Ability to stand and/or walk for prolonged periods of time.

Some sedentary work lifting and/or carrying up to 10 lbs occasionally.

This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.

PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.