Training Coordinator:

**About Stori**

Stori is a fast-growing, venture-backed financial technology company, on a mission to democratize credit access for 400 million underbanked LatAm consumers. Stori currently operates in Mexico and has a global team with offices in Arlington Virginia, Mexico City, and Asia. We have quickly made our mark as one of the top digital banks in Mexico with more than two million applicants for our credit card product since launching.

Stori is one of the top-funded startups in the region with US$250 million raised to date. We are backed by top global venture capital funds, such as GGV Capital, GIC, Lightspeed Venture Partners, General Catalyst, Goodwater Capital, Mexico's Tresalia Capital, Vision Plus Capital, BAI Capital and Source Code Capital; who have successfully invested in startups such as Affirm, Airbnb, Alibaba, Stripe, and TikTok.

Stori has a standout founder team among fintechs, leveraging 100+ years of accumulated experience in consumer finance, banking and technology across Mastercard, Intel, Capital One, Morgan Stanley, GE Capital, and HSBC in the U.S., Mexico and Asia. The team has launched and managed many multi-million-customer credit card products globally, providing a wide breadth of experience and knowledge to our team.

We welcome diversity of background, experience and thinking. Storians are passionate about our mission and take pride in the products we build. Our culture thrives off of a flat structure and an inclusive environment where all of our employees can be their authentic selves, with boundless opportunities for professional growth.

**The Role**:This role is critical for the organization when it comes to the contact center or servicing team, the position will lead team member in order to train all the new hires from the organization when it comes to the Servicing team, this role needs to und lo erstand how to teach and teach how to learn in a very fast way to their direct reports or the agents as well.

**Main responsibilities**:

- Developing call centers or storis product education materials, such as digital presentations, how-to manuals, and instructional videos.
- Manage the Training Team members in order to develop their performance and measure effectiveness of the team.
- Preparing procedures and policies regarding customer service, experice, and appropriate agent conduct.
- Scheduling and conducting training sessions on various call center (BPOs and In house) topics to prepare and support new employees.
- Training experienced employees on new or updated call center/product procedures to improve their performance.
- Observing the daily operations of call center (InHouse & BPOs) employees and identifying any areas of improvement.
- Manage and measure the BPOs training processes along with providing visibility over the new updates/changes from the Clients (stori) side.
- Liaising with team leaders and managers to conduct on-the-job coachings
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Creating and managing the training budget.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

**What we are looking for**:

- +2 years of experience in the role specifically as a Contact Center Training coordinator
- Experience working with banking institutions contact centers
- Familiarity with learning management systems, such as Google Classroom, Blackboard, and Schoology.
- Excellent knowledge of sales techniques and customer service best practices.
- Strong teaching abilities and mentoring skills.
- Good communication, interpersonal, and conflict resolution skills.
- Ability to provide leadership to personnel in a fast-paced and stressful work environment.
- Best team player attitude

**Bonus Points**:
- Additional certification in business leadership, eLearning software, or adult education and training is preferred.
- Experienced working or understanding the tech financial industry as a trainer or training coordinator to better understand the culture.
- Experienced working in a startup environment related to financial institutions such as fintech with any kind of products.

**What we offer**
- Make a positive impact on the lives of our customers via financial inclusion
- Professional development opportunities
- International exposure & work experience
- Competitive salaries
- Flexible schedule including remote work
- Generous vacation
- English classes
- Mental health support
- Extended maternity and paternity leave
- Yoga and exercise classes
- Company swag
- Legally required benefits