Customer Care Application Support Training Specialist

Address: 322 Rhett Street, Greenville, South Carolina, United States - 29601

Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 1,000 storefronts locations and online lending. Providing services in over 20 states, Purpose Financial employs over 2,700 team members.

At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals.

We offer:

• Competitive Wages
• Health/Life Benefits
• Health Savings Account plus Employer Seed
• 401(k) Savings Plan with Company Match
• 3 Weeks of Paid Parental Leave
• 11 Company Paid Holiday's
• Paid Time Off including Volunteer Time
• Vacation Carryover
• Tuition Reimbursement
• Work-Life Balance
• Business Casual Environment
• Rewards & Recognition Program
• Employee Assistance Program
• Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks (for those working onsite or hybrid)

To learn more about Purpose Financial visit Purpose Financial Website.

Position Summary

This position reports to the CC Director, Operations and is a multi-faceted, hands-on role responsible for performing CAST Leadership responsibilities while also managing the training needs of Customer Care. The CAS-TS is responsible for the effective operation and continued growth of Customer Application Support Team with direction from the Director(s) and Management team while also providing training and assistance to all employees. This position ensures that each team member is trained in all procedures, policies, products, and programs. Exceptional customer service, attention to detail, patience, adaptable to and a champion of change, comfortable role playing (practicing) in front of others, and a passion for sales, customer assistance and training is a must.

The CAS-TS will deliver training to the Customer Application Support Team, including but not limited to; new hire, companywide trainings, refresher trainings and employee development (including leadership development gaps). Additionally, the CAS-TS will be responsible to ensure completion of all trainings and continually support both the corporate Training department and the Customer Application support team with training assignments as needed. This is a performance based position and is responsible to assist in increasing overall performance, productivity, and profitability by building sustainable internal customer relationships with both new and existing employees aimed at promoting employee engagement, teamwork and job satisfaction through continued coaching and development.

Job Responsibility

Relationship Building /Customer Experience: Build strong relationships with current and prospective customer application support agents. Monitor and measure the department related metrics and trends for improvement and act on needed areas of training.

Product Promoter and Sales Champion: Understand, recommend, and train all products and services to agents.

• Holds team members accountable to individual and CAST goals.
• Trains and coaches team members on effective customer application support techniques, including conversation map and scripting.
• Educates agents on product offerings and associated benefits to best fit the customers’ needs.

Operations: Responsible for assisting in the management of the agents to meet KPI’s

• Suggests, creates, and follows up on idea to improve efficiency and effectiveness.

Job Responsibilities Cont.

Training: Instruct and ensure team members are trained and adhere to company policies and procedures

• Teach and validate understanding of Customer Choice - One Company/One Customer and the overall Omni channel experience.
• Introduce refresher programs quarterly (more frequently if needed) for agents struggling with products, offerings, and scenarios.
• Train team members on company procedures, policies, practices, and computer systems.
• Lead by example in a hands-on and approachable manner.
• Recognize and develop skills/abilities of customer application support employees to meet Customer Application Support and Company objectives.

Compliance: Adhere to all points of the Company Creed and regulatory requirements

• Enter customer and transaction information accurately into the point-of-sale system.
• Assist in creating and maintaining process, procedures, and SOPs.
• Adhere to local, state, and federal regulatory requirements.

Education Required

High School Diploma or equivalent required; some college preferred.

Experience Required

Prior management and training experience required, preferably 2+ years and in a multi-site environment. Working knowledge of training, management, sales, and customer service.

Knowledge Required

Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.

Knowledge of customer service, sales, Advance America systems and policies; strong people skills, strong time management skills; professional verbal communication by phone, email, and in person; ability to read, write, evaluate, and apply complex and detailed information; may work alone; ability to interact professionally and exhibit appropriate social skills; ability to negotiate payment terms and effectively communicate loan requirements; ability to understand and ensure compliance with policies, procedures, and laws governing our industry/ business and employees; ability to maintain composure in stressful situations; ability to follow procedures in the normal course of business and in stressful situations; ability to develop and maintain business relationships.

Physical Requirements

Ability to work between the hours of 8:00am and 9:00pm EST Mon – Fri and Saturdays 9:00 am – 6:00pm. Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Travel

0-10%

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Requisition ID: 43662