Employment Spot

Job Description

SWBC (Southwest Business Corporation) is consistently recognized as one of the premier employers in San Antonio and has an immediate opening for a Trainer/Call Monitor Representative for our Payment Services department. This is an exciting opportunity for the right individual to join an energetic and seasoned team, with an established and expanding national firm.

Headquartered in San Antonio, SWBC is a diversified financial services company providing a wide range of insurance, mortgage, and investment services to financial institutions, businesses, and individuals. With offices across the country, SWBC is committed to providing quality products, outstanding service, and customized solutions in all 50 states. SWBC has been recognized annually as one of the Top Ten Best Places to Work in San Antonio.

The successful candidate must be able to work afternoon-evening hours, Monday - Saturday.

Position Summary:

• Monitors, observes, and provides instruction on inbound and outbound service calls regarding the payment reminder process for all levels of complexity to ensure quality standards, compliance with policies and procedures, and timely feedback.

• Assists in the development and enhancement of training programs to improve the quality of customer service and document processing by identifying training needs, creating and distributing training materials, and conducting training presentations.

• Assists in the development and implementation of customer service quality systems and procedures to include identifying process improvement opportunities, developing and updating standard operating procedures related to quality systems in the Service Center, and providing timely feedback to management and associates.

Job Requirements

Minimum Requirements:

• Must have at least 1 – 3 years high-volume call center, telemarketing, customer service, or related experience, one of which is in a team lead, instructional, or training capacity in an insurance, collections or banking environment.

• Must have trainining and call monitoring experience to include assisting in preparing coaching and development materials

• Must have an high school diploma or equivalency

• Must have excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills.

• Must be able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm.

• Must possess a working knowledge of personal computers to include MS Word, Excel, Internet, and Akcelerant a plus

• May be required to lift 10-20 lbs. of training materials or other documents.

• May be required to stand for long periods during training sessions.

Additional Information

• SWBC is a Substance-Free Workplace and requires pre-employment drug testing.

• Please note, SWBC does not hire tobacco users.

SWBC’s compensation package is competitive and includes the following employee benefits: 401(k) Plan with company match SWBC also provides opportunities for professional growth. To learn more about SWBC, visit our website at www.SWBC.com. Only those candidates who meet the minimum requirements need apply.