Growel Softech Pvt Ltd
Website:
growelsoftech.com
Job details:
Job Description – Trainer
Location: Pune
Experience: Relevant 5+ years is must & 6 months working exp as Trainer
Duration: 4-6 Months
Shift Timings: 6:30 PM – 3:30 AM (US EST hours)
Summary
The TM Technical Training Support Trainer shall be responsible for designing, delivering, and maintaining training programs for business customer servicing teams that provide technical support for Treasury Management products. This role supports Tier 2, advanced technical support by ensuring associates are fully equipped to handle complex customer issues, escalations, and risk-sensitive transactions through effective knowledge transfer and coaching.
Duties And Responsibilities
Under minimum supervision, performs a variety of assignments that are moderately complex and require detailed knowledge of company and/or department procedures.
- Designs, delivers, and facilitates initial and ongoing training programs for Treasury Management Technical Support Associates (Tier 1 and Tier 2).
- Provides in-depth product, system, and process training for Treasury Management services via classroom, virtual, and on-the-job training methods.
- Translates complex technical and operational procedures into easy-to-understand training content and job aids.
- Coaches associates on handling complex customer scenarios, escalations, and non-standard issue resolution.
- Ensures training aligns with business requirements, customer experience standards, compliance, and risk mitigation practices.
- Maintains up-to-date training materials by partnering with product, operations, and risk teams on changes to systems, policies, and procedures.
- Evaluates training effectiveness through assessments, call observations, feedback, and performance metrics, and recommends improvements.
- Supports first call resolution goals by reinforcing best practices, troubleshooting techniques, and customer communication skills.
- Provides guidance on risk mitigation activities including activation/deactivation of high-risk product services (i.e., teller positive pay, etc.) and identifying potential fraud or suspicious activity.
- Acts as a subject matter expert (SME) for Treasury Management products and provides floor support as needed.
Basic Qualifications
- Basic computer and Microsoft Excel knowledge
- Excellent spoken and written communication and presentation skills
- Strong ability to learn, teach, and explain both basic and complex processes
- Willingness to work in a call center and operations training environment
- Strong coaching, facilitation, and stakeholder management skills
Preferred Qualifications
- Previous training, coaching, or mentoring experience of 2 years or more
- Prior call center experience and understanding of customer servicing environments
- Financial Industry experience and/or
- Experience with Treasury Management products & services, specifically:
– Online Banking
– ACH
– Wire Transfers
– Remote Deposit Capture
– Business Security products such as ACH and Check Positive Pay
Click on Apply to know more.