Operations Manager at Trilagen responsible for internal operations and financial tasks, supporting growth and efficiency across teams.
About the role
- Operations Training and Development Associate focusing on agent training and customer service standards. Collaborating with leadership to enhance new hire experience and maintain training materials.
Responsibilities
- Support, develop, motivate, and strive to exceed standards of customer service and experience
- Responsible for agent training and nesting programs
- Ensure Set Up My Loan operations has appropriate sources of truth for agents to reference
- Work together with leadership and Process associates to ensure agent job aids are updated and maintained in Jarvis
- Create refresher training to enhance agent knowledge and drive complaints to zero initiatives
- Update/create back office agent training materials for a strong new hire experience
- Collaborate with various leaders and support partners
- Report out progress with all activities
Requirements
- High School Diploma, GED, or equivalent certification
- At least 2 years of experience coaching or mentoring associates
- At least 2 years of experience using Google Suite or Microsoft Office
- At least 3 years of experience in call center for banking or financial services
- Preferred: At least 2 years experience in an auto titling office or auto loan originations or auto finance or auto refinance experience
- Preferred: At least 3 years of experience with Google Sheets using formulas such as queries, vlookup, etc.
Benefits
- Performance based incentive compensation (cash bonus(es) and/or long term incentives)
- Comprehensive, competitive, and inclusive set of health, financial and other benefits
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