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Customer Happiness Trainer

EarnUp

EarnUp

Customer Service
Alajuela Province, Costa Rica
Posted on Thursday, May 23, 2024

The time is right for financial products to improve so you can make the most of your income. EarnUp is on a mission to create a financial system that works for everyone by transforming the loan payment ecosystem into a key driver for achieving financial wellness. We do this through our customer-centric and data-driven payments platform. Our platform offers flexibility in payment schedules while intelligently automating mortgage payments to help our users pay off loans faster. We are a dedicated and diverse team of hardworking innovators working to help people escape debt. Help us disrupt our $20 trillion debt market today, and let’s make a difference together.

We are looking for a Customer Happiness Trainer who wants to see the impact of their work and join the EarnUp organization in our Costa Rica office (Alajuela). A trainer is a person who supervises the performance of training activities. A trainer performs any activity that is intended to increase the knowledge, skills, and abilities of an organization's employees.

You will:

  • Evaluating employee needs: Employee trainers assess employees' current knowledge levels and decide which instructional areas could be beneficial for training. They may evaluate these learning needs by speaking directly with employees and collaborating with managers. Ensure the compliance of the company’s employees with standards and procedures during training sessions.
  • Designing training programs and materials: The trainer is responsible for creating training programs to address skill gaps in employees, preparing learning materials for new hires, and providing regular online courses for regular employees based on business needs. Creating training agendas, and training assessments, and coordinating training nesting periods with management. Analyze the effectiveness of training and workshops for the employees and develop appropriate modifications if needed.
  • Scheduling training: Employee trainers usually schedule the training sessions or presentations for times that work for the majority of a group. They also communicate with the group to make sure everyone knows the scheduled times of the training, which includes agendas. Maintain accurate and up-to-date records of trainee attendance, progress, and assessments. The training will schedule regular training sessions or online training (e.g. monthly or quarterly) based on business needs.
  • Delivering training sessions: Conducts and facilitates interactive training sessions, utilizing diverse training methodologies to ensure optimal learning experiences for new hires and regular employees.
  • Assessing learning outcomes: monitors the performance of trained employees, identifying areas needing additional training and development. Creates a training final survey to gather feedback from new hires and current employees to improve the training program.

Develop systems to monitor and ensure employees are performing their responsibilities according to the training

What you bring:

  • 1+ years of leadership and training experience. Experience in the fintech or financial services fields is nice to have.
  • Ability to dissect customer’s situations to define the problem and create a resolution for the problem.
  • Superior listening, verbal, and written communication skills in both Spanish and English, with the ability to build empathy and rapport with our customers.
  • Ability to thrive in a fast-paced, goal-oriented environment with a track record of top-tier performance.
  • Flexibility to perform as a customer service/support representative.
  • C1 English Level.
  • Positive attitude and the ability to collaborate with other team members and internal departments.
  • Soft skills such as excellent interpersonal, verbal, and written communication skills. time management skills, knowledge of different teaching methodologies, organization skills, active listening skills, feedback and coaching skills, people management skills, and subject matter expertise or knowledge.
  • Experience using Captivate, Articulate, or other content design tools is a strong plus.
  • Ability to conduct research, both internally and externally, and partner with subject matter experts, to deliver content as needed.

Why You Will Love Working at EarnUp

  • Fast-paced, collaborative startup dedicated to providing opportunities to learn and grow.
  • Competitive salary.
  • Private medical and life insurance.
  • 7 am to 4 pm schedule but requires flexibility.
  • A strong culture where we collaborate, innovate, and have fun together.
  • Employee Resource Groups and active DEI Advisory Council.
  • Full kitchen equipment.
  • Lunch is sponsored by EarnUp (once a week)
  • Sponsored team building.
  • Recognition Program.
  • Parking.

Diversity is in our DNA. At EarnUp, diversity is not only accepted and respected; it’s celebrated, and it is critical to our success. We foster an environment for exceptional people, which includes a sense of belonging for all.

  • EarnUp is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories consistent with applicable federal, state, and local laws.

**EarnUp is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations@EarnUp.com