CS - Client Services Trainer

Job Description

Job Description

JOB SUMMARY

The Client Services Trainer role is responsible owning the learning lifecycle and skills development of our merchant support organization. Persons in this position will build comprehensive training curriculum mapped directly to our established career paths. This role will partner with our Technical Writing team to co-design instructional content and resource materials, turning highly technical training details into digestible learning modules. This position will be responsible for facilitated all new hire onboarding, continuous professional development and agile sessions covering processes, products and services.

DUTIES AND RESPONSIBILITIES

• Define, track and teach the specific hard and soft skill sets required for each of our Client Services teams
• Architect training content around user guides and references materials from our Technical Writing team
• Own the end-to-end onboarding experience for new hires in Client Services
• Deliver ongoing professional development and refresher training 
• Build and deploy training sessions around internal processes and services
• Partner with the Training department to deliver targeted support training to Client Services staff around new products or features
• Conduct periodic knowledge evaluations to verify mastery of both soft skills (communication, empathy, etc.), and hard skills (systems, processes, technical workflows, etc.) 

REQUIRED SKILLS/ABILITIES

• Five (5) + years of experience facilitating training to customer service staff in a call center environment
• Experience working closely with Technical Writers, Content Manager and QA teams
• Proven understanding of how to build curriculum structures for multi-tiered roles 
• Experience with Learning Management Systems, e-learning creation tools and modern support platforms
• Experience in the payments space or ISO environment a plus
• Ability to deliver actionable, objective feedback to learners at all career levels
• Ability to dissect career matrices into practical and measurable training milestones

Benefits:

• Full suite of Health benefits
• 401k with Company Match 
• Casual dress environment 
• Flexible Work Standards Policy (Hybrid / Remote)

Travel:

This position may involve travel up to 5% of the time.

Company Description:

Talus is a technology-driven payment processing company that puts client success above all else. While Talus stays ahead of the technology curve by providing products and services that help merchants run their business more profitably, it's the support and education our clients receive from Talus that separates Talus from the average payment processor. Recently injected with a substantial amount of investment capital, Talus is looking to go head-to-head with some of the top payment processors in the United States in areas of technology, brand recognition, and marketing. We're looking for the top 1% to help us get there.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk and hear. The employee is frequently required to sit for extended periods of time and tolerate unpredictable work hours. The employee is frequently required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to focus. In addition, the job requires employees to have the ability to hear and communication to customers and co-workers throughout the day for extended periods.

Mental Requirements:

The mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job; work and deadlines may impose pressure on a routine and frequent basis, substantive contacts with people in stressful situations, delicacy and unpredictability of contacts routinely may create significant/constant stress. 

Talus Payments is an EO Employer – Veterans /Disabled and other protected categories

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

This description reflects managements’ assignment of essential functions. It does not proscribe or restrict the tasks that may be assigned.