Call Center Training Specialist

Epiq Systems, Inc. Tampa , FL 33602

Posted 6 days ago

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

  • Work with the management team to develop subject matter expertise in the Contact Center Operations.

  • Manage projects to develop and deliver documentation and materials in conjunction with case launch and other milestones such as training delivery.

  • Work closely with management and project leads to manage own project components and objectives.

  • Develop technical procedures and training materials including: user guides, job aids, and assessment such as activities, tests and certification.

  • Adheres to quality, standards, and best practices for developing instructional materials

  • Teach internal audiences about application features, functions, and benefits.

  • Continuously improve processes and deliverables.


  • Minimum of 2 years' experience in a call center and training capacity

  • Ability to navigate through ambiguity by effectively and accurately shifting priorities and tasks as needed to meet business needs.

  • Professional technical writing skills.

  • Proven project management experience and self- management skills.

  • Ability to understand and restate technical concepts, logic and procedures clearly, simply and meaningfully.

  • Able to deliver and teach content confidently and professionally to various audiences, including clients.

  • Able to interpret business needs and adjust projects, tasks and deliverables to align with them.

  • Proven and successful history writing technical/application training/user guides and other documentation.

  • Ability to understand and tailor content to learner requirements.

  • Microsoft Office suite, including Visio and MS Project


  • Coaching for Results
  • Provides timely guidance and feedback to help others strengthen specific knowledge and/or skill areas necessary to accomplish specific objectives or tasks; helps to clarify the situation and expected behaviors; provides instruction and opportunities for observation; provides on-going feedback and reinforcement
  • Managing Performance
  • Ensures that associates have clear goals and objectives, expectations and measures of success for projects and tasks; clearly assigns or delegates responsibility for tasks and assignments; monitors the process of work as well as progress toward completion and final results; provides specific performance feedback, both positive and corrective, as soon as possible after event
  • Developing Others
  • Provides support and direction towards the development of individuals' knowledge and skills to effectively facilitate their accomplishment of both current and future job responsibilities; partners with individuals on identifying and setting development goals; helps to identify development opportunities as part of the plan; provides continuous feedback on performance and progress and assists in the adjustment of development plans; ensures management team adheres to business defined talent management practices and procedures
  • Fosters Teamwork - provides opportunities for people to learn to work together as a team; promotes cooperation with other departments; recognizes and encourages the behaviors that contribute to teamwork, continuous support and removal of barriers, appropriately involves team members in decisions and leverages unique talents of the team

  • Empowering Others

  • Gives people latitude to make decisions based on their level and area of responsibility and level of knowledge and skills; encourages individuals and groups to set their own goals, consistent with business goals; expresses confidence in the ability of others to be successful; encourages groups to resolve problems on their own; avoids prescribing a solution

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Epiq and its affiliated companies are Equal Opportunity Employers (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, marital or veteran status or any other category protected under applicable federal, state or local law. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Mortgage Call Center Specialist (Bilingual Preferred)

Suncoast Schools Federal Credit Union

Posted 1 week ago

VIEW JOBS 3/8/2019 12:00:00 AM 2019-06-06T00:00 Duties and Responsibilities * Answers telephone inquiries timely, accurately, professionally, and courteously. Performs member verification on each call to ensure member data is protected. Serves as member advocate on consumer mortgage application and mortgage servicing requests. Maintains required performance standards for quality, communication, promptness, and identifying member needs. * Takes application information from members over the phone and enters accurate data in consumer mortgage loan origination system for Home Equity, Equity Line of Credit and Mobile Home products. Discusses 1st Mortgage product options and closing costs and schedules appointments or transfers call to Mortgage Loan Consultant to fulfill mortgage application request. May also communicate with members by email and US mail regarding loan requests and related information. * Explains content of consumer mortgage preliminary disclosures and required documentation, which can include term of loan, rate, APR, closing costs, payment options, credit union paid closing costs, variable rate plans, and documentation requirements. Produces re-disclosure documents as required. * Provides outstanding member service by following Suncoast service standards. * May follow up with members on incomplete mortgage applications and other mortgage related requests. May review and analyze tax returns and verifications of income. * Reviews loan requests and recommends appropriate decisions on consumer mortgage products. * Notifies members of loan decisions by phone, electronically, and by mail. Prepares and mails approval and denial letters. May also prepare and mail Regulation B letters to advise members of additional information needed to make a decision. * Reviews actions relating to initial loan requests, requests for release of collateral, re-amortization of payments, release of borrower, partial releases, subordination requests, and other servicing requests. * Responds to Henry tickets and Mortgage Triage emails from Service Center staff to assist with mortgage applications, product knowledge, and underwriting guidelines. May also take overflow calls from the Mortgage Servicing area. * May use origination system reports to keep status of assigned files current. * Cross-sells other Credit Union products and services, when applicable. * Complies with internal departmental policy and procedure regarding productivity and response time. * Maintains up-to-date knowledge of current underwriting guidelines. * Attends job-specific training classes and completes on-line classes as requested by manager. This includes, but is not limited to, completing annual BSA/AML Compliance Training and understanding employee's role in maintaining an effective BSA/AML compliance program, and completing FACT Act Red Flag training. Minimum Education, Experience and Skill Requirements * High school diploma or equivalent. Bachelor's degree in a business-related field desired. (A comparable combination of work experience and training may be substituted for education requirements.) * 4-5 years progressively responsible experience in lending with a financial institution. * General knowledge and understanding of Credit Union products, services, policies, and procedures, especially as they apply to mortgage lending. * General knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities. This includes, but is not limited to, TRID, HMDA, ECOA, FNMA and PMI. * General knowledge and understanding of all Credit Union computer systems and software programs required to perform job duties. * Good verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members and staff. * Must be able to work under general supervision. * Must be able to maintain a high level of confidentiality. Safe Act Statement This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry (NMLS) and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and Suncoast Credit Union policies and procedures. Suncoast Schools Federal Credit Union Tampa FL

Call Center Training Specialist

Epiq Systems, Inc.