Senior Call Center Representative Jobs in Springfield, IL

Description

Please note: This is an in-office position located in Springfield, Illinois

About Us:
At INB, your career is more than a job; it's a chance to make a difference. As a locally owned, community-focused bank, we help individuals and businesses reach their financial goals through personalized service and trusted relationships. Our team is built on care, creativity, teamwork, balance, smart work, and enthusiasm. Join us and be part of a purpose-driven culture that makes a positive impact every day.

Position Summary:

The Retail Trainer supports the bank's mission by designing, delivering, and continuously improving training programs that strengthen employee skills, enhance customer service, and drive overall performance in retail banking. This role partners with leadership and subject matter experts to ensure employees are equipped with the knowledge, tools, and confidence needed to succeed in both transactional and relationship-focused environments while maintaining compliance with policies and regulations. 

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily as well as other duties that are assigned.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Key Responsibilities:

• Promote the bank's mission, values, and goals.
   
• Collaborate with leadership and subject matter experts to design and deliver training (sales, service, products, systems, compliance, fraud prevention, and soft skills).
   
• Coordinate and conduct training for new and existing employees, ensuring ongoing development.
   
• Track and report trainee progress to management.
   
• Identify training gaps, solve performance issues, and recommend improvements.
   
• Stay current on policies, procedures, and regulations.
   
• Support a culture of compliance and strong customer experience.
   
• Provide in-branch support when not facilitating training.

Required Skills & Competencies:

• Deep understanding of Retail banking procedures, practices, processes, systems, technology, and culture to incorporate into training initiatives.
• Excellent written, verbal, and communication skills for development and facilitation of training and mentoring with the ability to adapt to varying styles of learning.
• Strong attention to detail, time management, and project management skills to be able to work independently and handle multiple priorities.
• Ability to learn and use banking industry terminology appropriately.
• Ability to remain flexible and adaptable in a rapid and changing environment and ability to work in various locations throughout our branch network.
• A good workplace attendance record.
• Ability to build rapport and relationships across business lines to achieve team success.
• Ability to keep a high level of confidentiality and integrity and appropriately handle sensitive information.
• Proficient in Microsoft programs. Comfortable adopting new technology and systems.

 Education and/or Experience

• Minimum of 2 years of experience in a financial institution having performed as a teller, relationship banker, or assistant manager is preferred or a minimum of 2 years of experience in a field that provides the required knowledge, skills, competencies, and abilities with a demonstrated record of the ability to learn new systems quickly and mentor others on these systems in short order.  

Are you ready to make a difference and contribute to the ongoing success of INB? Apply now and be a driving force in transforming the way we approach training, ensuring an enhanced customer experience, and fostering a culture of innovation and excellence!

SCHEDULE: Monday thru Friday, Saturday rotation

Salary: 

• $40,000.00 annually.

The estimated hiring range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications, and other job-related reasons.

Group Insurance Benefits and Plans

INB provides health, dental, vision, and life insurance benefits to all full-time employees. Coverage also is extended to their eligible dependents. Active employees make premium contributions based on plan selections. Please click the link below for all benefits that are offered.

https://www.inb.com/Resources/9f1b90c4-905c-4cd7-9dee-afd9937ab37a/INB%20employee%20benefit%20flier%202025.pdf

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for American with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

INB, N.A. is committed to Equal Employment Opportunity with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment. It is INB's policy to afford equal opportunity to all employees and applicants for employment without regard to race, creed, color, sex, sexual orientation, age, marital status, national origin, disability, religion, veteran status, or any other basis prohibited by law. The EEO Law poster is available here: Know Your Rights: Workplace discrimination is illegal