Care Center Development Coach

Overview

Compensation: $20.00 - $28.00 based on experience and credentials

Schedule: Monday through Friday 8:00 AM - 5:00 PM

The Care Center Development Coach is an energetic coach who strengthens the culture of service excellence within the Suncoast Credit Union’s call center. Key responsibilities include providing on-the-job training to all new advocates, delivering onsite or remote coaching, and developing product and service knowledge material to ensure all MCC Advocates have the skills to successfully complete job responsibilities. An ideal candidate has a deep understanding of empathy, empowerment, and ownership.

Responsibilities

• Support MCC advocates by providing information, direction, resources, and feedback to successfully complete their job responsibilities
• Provide on-the-job training to all new hires joining the care center
• Observe trainee calls and provide prompt feedback through coaching
• Strengthen MCC Advocate’s interpersonal and software skills
• Reinforce knowledge of products, policies, and procedures
• Provide support through the creation of content containing informational tips, product knowledge classes, and refresher sessions
• Cultivate a strong team by building trust among the members
• Coach advocates when Suncoast Credit Union policies and procedures are not followed
• Foster excitement and commitment within others to achieve organizational objectives
• Prioritize member satisfaction and member service by anticipating the member’s needs and acting accordingly
• Communicate to the needs of the audience by clearly conveying ideas or opinions and attentively listening to others
• Achieve results through action and remain persistent when faced with obstacles
• Manage time, priorities, and resources to achieve goals
• Maintain knowledge of current trends, laws, and issues
• Apply technical skills and knowledge
• Host and organize the MCC 360 program
• Support MCC Advocates during organizational changes impacting the department, such as changes in management
  
  

Qualifications

• High school diploma or equivalent
• 2 years of experience developing staff or within the financial services industry
• Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines
• Accurate, detail-oriented, and organized with task management
• Ability to analyze difficult and complex problems to find effective solutions
• Effective written, verbal, and interpersonal communication skills to interact with members, staff, vendors, and government regulators
• Ability to communicate information requiring explanation or interpretation
• Must maintain a high level of confidentiality
  
  

Benefits

• Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000 Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year
  
  

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.

For more information, please visit our careers site at https://careers.suncoastcreditunion.com/