Customer Service Trainer

Description

Who We Are

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

The Opportunity

Catalis is dedicated to helping families plan and save for college expenses. We provide comprehensive support and guidance to ensure our constituents make informed decisions about their college savings plans. We are looking for a motivated and experienced Trainer to join our team and help develop our customer service representatives (CSRs).

 This role is based in our Jacksonville, FL office.

What You Will Do:

• Responsible for developing, delivering and evaluating training programs for new hires.
• Create training materials, including manuals guides, videos and other resources.
• Conduct training sessions, side-by-sides and just-in-time support.
• Provide ongoing support and coaching to CSRs.
• Collaborate with leadership to identify training opportunities based on call monitoring and customer service survey results.
• Partner and engage with internal shareholders (Tier II Support Team) on training modules developed for customer service.
• Handle inbound, outbound calls as necessary to maintain required service levels.
• First level of escalation – take escalated calls for CSRs.
• Respond to CSR questions in all formats.
• Submit Internal Request (IR) tickets for CSRs and follow up with CSRs when information is provided from the Finance/Matriculation Team.
• Manage daily systems ticket process – triage tickets and provide CSR feedback as needed.
• Ensure staff have appropriate resources to perform their job.
• Daily Quality Control for savings transactions.
• Maintain awareness of system issues and communicate with the supervisor for resolution.
• Other duties as assigned.

Requirements

What you will need to succeed:

• Bachelor’s degree in education, finance, business or related field is strongly desired.
• Proven experience as a trainer or educator, preferably in a financial services environment.
• Excellent presentation and communication skills.
• Strong organizational and time management abilities.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite and other relevant software.
• Must be flexible to work additional hours and shifts if needed (8AM – 5PM, 9AM-6PM or 11AM-8PM).

Preferred Skills:

• Experience with e-learning platforms and digital training tools.
• Certification in training or education (eg. Certified Professional in Learning and Performance).
• Familiarity with customer service best practices.

What we Offer

• A dynamic and supportive work environment in a mission driven organization
• Competitive salary and benefits package, including health, dental, vision insurance
•  Unlimited PTO (paid time off)
• HSA and FSA options
• 401(k) plan with matching contributions
• Paid parental leave
• ABLE matching contributions for the disability community
• Employer paid short term and long-term disability insurance and group term life insurance
• Financial and legal assistance through our EAP (Employee Assistance Program)
• Opportunities for personal development and career advancement with free access to unlimited courses via Udemy
• The chance to make a significant impact on the delivery of government services and the lives of citizens

EEO Statement

We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.