Training Analyst - Hybrid - Full-time

Provident Bank
Any Location, NJ
Category Customer Service
Job Description
How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident Bank is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania, and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.

Requirements

  • Develop and implement training programs that support Contact Center operations, including customer service, sales, compliance, product knowledge, and call etiquette
  • Facilitate instructor-led and ongoing training sessions for new hires and existing employees
  • Administer the Contact Center Quality Assurance program, including call monitoring and performance assessments
  • Provide coaching, constructive feedback, and follow-up training based on quality results and observed performance gaps
  • Create, update, and maintain training manuals, guides, and reference materials
  • Coordinate training logistics, including classroom setup and materials
  • Collaborate with business partners and subject matter experts to ensure training content reflects current policies, procedures, products, and services
  • Support incentive and performance reporting by providing data and metrics as required
  • Act as a liaison between departments to communicate process, policy, and service updates to Contact Center and branch teams
  • Perform additional related duties as assigned

Benefits

  • Paid Time Off (PTO)
  • Paid Holidays
  • Health and Wellness benefits (Medical, Dental, and Vision Plans, Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), 401(k) Retirement Plan)
  • Disability Insurance
  • Employee Assistance Program (EAP)
  • Basic Life Insurance
  • Company-sponsored Tuition Disbursement and Loan Repayment programs
  • Supplemental Life Insurance
  • Accident
  • Critical Illness
  • Hospital Indemnity
  • Legal Plans
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