Engage fi · 1 month ago
Strategic Consultant, Training and Contact Center
United States
Full-time
Remote
Senior Level, Lead/Staff
$107K/yr - $145K/yr
10+ years expEngage fi is a company focused on understanding client needs and driving growth in the financial industry. The Strategic Consultant, Training and Contact Center role involves providing expertise and support to clients, overseeing complex projects, and developing training strategies to optimize client experience and operational readiness.
ConsultingFinanceFinancial Services
Responsibilities
Builds and maintains strong relationships with clients by uncovering and analyzing client needs, providing and recommending solutions, and guiding the process with internal key stakeholders to achieve clients’ goals and objectives
Oversees complex client projects and applies Engage fi and industry best practices to execute on client strategies and implement project tactics to mitigate risk and ensure success
Works with the project team and other EFI team members as needed to develop, customize, and maintain key project artifacts, such as RFPs and project timelines
Maintains scope, schedule, and budget of projects, ensuring work is completed according the to the plan/statement of work (SOW)
Facilitates project workshops, vendor sessions, and other critical project events and communications, chairs project meetings, and provides SME guidance to ensure project tasks are completed in a suitable and timely manner and risks, gaps, and issues are appropriately tracked, addressed, and escalated
Develops and sustains relationships with key strategic vendors, studies and evaluates financial industry market trends, participates in solution demos, and remains abreast of vendor changes, key competitors, and key system updates and overall functionality in order to effectively and appropriately apply knowledge and insight to client projects
Represents client’s and Engage fi’s best interests in all vendor interactions
Partners with clients to develop comprehensive training plans for frontline and back-office staff during core and digital platform conversions
Provides guidance to conduct training needs assessments aligned with institution-specific goals and compliance requirements
Provide guidance on training curricula and delivery methods (in-person, virtual, hybrid) tailored to bank/credit union operations and digital channels
Assist in identifying change management needs and lead initiatives to ensure staff adoption
Provide guidance on refresher and gap training effectiveness
Evaluate existing contact center operations (staffing, technology, call flows, service processes) pre- and post-conversion
Provide guidance to define and implement call center support strategies and plan to ensure aligned with new systems and services
Work closely with vendor and client teams to ensure IVR updates, workforce management (staffing), and knowledge bases are in place
Support performance management strategies during transitional periods to reduce call abandonment rates and improve resolution times
Provide 2-week post conversion support to assist with call overflow vendors, if applicable, and gathering statistical channel interaction data
Acts as subject matter expert to assist in process review, improvement, and implementation in all areas of the company, including assisting in the ongoing development and enhancement of EFI best practice project artifacts/tools and integrating the use of technology into processes to gain efficiencies and add value for internal and external stakeholders
Accurately tracks and records project billing hours and budgets as directed in the appropriate technology/tool
Mentors and trains other Engage fi team members as assigned to assist with learning best practices and processes
Qualification
Required
Strong skills in intrapersonal and professional verbal communication with the ability to take in information, listen, develop persuasive arguments, and present solutions and recommendations effectively
The ability to put together and deliver presentations and training to clients and effectively facilitate discussions with clients, vendors, and other key third parties
Excellent communication skills (written/verbal); ability to compose business correspondence that is clear and concise
Technical knowledge - Smartsheet, Microsoft Office, PowerPoint, ability to learn other software programs
Evolved problem-solving skills with a natural curiosity for solving problems and enjoys the challenge. Looks for root causes before acting
Advanced critical thinking skills – e.g., asks questions, looks at the broader picture, capable of conducting a what-if analysis and understanding and articulating all options and consequences, does not settle for the easy answer
Ability to manage multiple priorities; strong time-management skills
Self-motivated and capable of organizing and prioritizing work to achieve required results and takes personal pride in doing things right and delivering a quality work product
Team player; leverages available resources to get the job done; able to work in a highly collaborative environment with empathy and consideration for the viewpoints of all parties
Bachelor's degree in business administration or related field or related experience
10+ years of experience in the credit union, banking, payments, or related vendor industry with preference for previous leadership positions, project oversight/management proficiency, and core banking conversion familiarity
Deep industry knowledge of core banking and related vendors, solutions, tools, and processes
Experience in training design, facilitation and implementation
Deep understanding of inbound and outbound contact center workflows
Familiarity with workforce management (WFM), quality assurance (QA), and omnichannel support (phone, chat, email, social)
Knowledge of call routing strategies and KPIs (AHT, FCR, NPS, CSAT)
Strong knowledge about vendor technology contracts, general contract business terms, and vendor proposal pricing analysis and comparisons
Demonstrated ability to manage external, third-party vendors and clients/customers, including their employees, consultants, and designated subcontractors
Facilitation of creative problem-solving sessions with all levels of leadership teams across different line of business disciplines
Ability to present complex solutions to senior leadership teams
Exposure to contract negotiations and vendor management
Proficient in Microsoft Office Suite of Products, Smartsheet, and CRM platforms
Prolonged periods of sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times
Benefits
Competitive pay, incentive programs, 401k matching
Unlimited time off plus 11 paid holidays
Medical, dental, and vision health plans with FSA or HSA options
Opportunities to volunteer and give back to the communities we serve
Paid remote work expenses
Career development, trainings, continuous learning, and employee recognition
Team engagement events and activities
Culture of growth and continuous improvement
Company
Engage fi
engage fi is a credit union consultant that helps in financial analysis and technology trends solutions.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Falfurrias Capital Partners
2022-02-09Private Equity
Leadership Team
Andres Pasantes
President and CEO
Recent News
Company data provided by crunchbase