Service Center Trainer

The Service Center Trainer supports training initiatives in the Service Center, guides team performance, and fosters a positive and productive call center environment. This role is designed for a detail-oriented, organized professional with strong communication and leadership skills who can coordinate, facilitate and/or collaborate as necessary with SC Management in the effective delivery of training to SC staff (initial Securities Industry Training “SIT” and post‑SIT training).

This position includes making recommendations to management and taking action based on directives, ensuring effectiveness and efficiency for SC service enhancements. The role also includes maintaining training documentation, call quality standards, and working with Management to audit/maintain and enhance the Service Center’s knowledgebase.

Salary Range: Salary range is between $66,000 and $75,000 annually, however, it is ultimately determined by the scope of the position the candidate’s relevant experience, credentials/certifications and internal equity. We offer a generous compensation package that includes an attractive benefits package with medical, dental and vision, 401k company match, discretionary profit sharing, PTO, valet parking and more.

Location Information: On‑Site at our Carpinteria, CA Headquarters

Essential Job Function: This position is deemed an “Essential Staff” position for the purpose of our Business Continuity Plan “BCP”. This distinction means you are expected to be fully prepared to perform essential functions of your job remotely as deemed applicable and necessary by your manager and the Company upon declaration of a BCP event.

Training & Onboarding:

• Assist in the development of and delivery of training sessions for new SIT hires (Securities Industry Training), and ongoing agent development
• Track participation in live training, coordinate make‑up sessions for absences, and ensure all required training is completed across the team
• Evaluate training effectiveness through feedback mechanisms, coaching follow-ups, and knowledge checks
• Assist & support trainers in creating new training courses in the Learning Management System (LMS)
• Coordinate with Management to facilitate Department Buddies’ involvement during 8‑week SIT Training and any sessions to be delivered by Management
• Collaborate with Management to coordinate On‑The‑Job Training “OJT” post SIT graduation
• Conduct BCP preparedness training for SC as deemed necessary by Management

Coaching & Performance Support:

• Monitor calls and provide constructive feedback to agents to improve quality, compliance, and customer satisfaction
• Conduct one‑on‑one and small group coaching sessions to support agents in their development journey
• Reinforce standard operating procedures and best practices through daily support and guidance
• Review and monitor Research and Service requests for service satisfaction trends:
• Performs analysis related to any service failures
• Recommends to management alterations to policies and procedures and trains via case studies to effectively improve service results of the Service Center
• Provides regular reports to Management on matters of Quality Assurance and refines training curriculum based on data
• Ensures that Plan Member Service Representatives service performance adheres to Plan Member’s standards

Additional Job Duties

Work lead & Floor Support:

• Act as a first point of contact for the leads supporting Help Queue, assist in development of lead team members with questions or escalations during shifts
• Assist with back‑up support of scheduling, floor coverage, and workflow management to maintain service levels
• Partner with leads on Help Queue development and use Help Queue log to coach & add content that could be added to KB that will limit calls to the Help Queue
• Assist with peak call volumes and coverage as needed for Retail, Broker, Pershing, and Help Queue
• Provide periodic back‑up of Management responsibilities

Quality Assurance & Reporting:

• Participate in quality audits and help identify trends in agent performance
• Provide regular updates to Management on trainee and team progress
• Identify actionable insights for process or training…