Headquartered in beautiful Carpinteria, California, PlanMember is a growing financial services firm serving hundreds of thousands of clients nationwide. For more than three decades, PlanMember has provided premiere retirement and investment services to individual investors as well as employees of education, nonprofits, governmental and private sector organizations. PlanMember has been a top-ranked fee-based broker dealer since 2004 and top-ten ranked for new retirement plans added and K-12 retirement plans.

With a mission of making a positive difference for our Partners, Members and Employees, PlanMember provides generous benefits and a personalized company culture that champions career growth and is looking for highly motivated individuals to join its growing team.

Location Information:  On-Site at our Carpinteria, CA Headquarters

Salary Range: 

Salary range is between $66,000 and $75,000 annually, however, it is ultimately determined by the scope of the position the candidate's relevant experience, credentials/certifications and internal equity. We offer a generous compensation package that includes an attractive benefits package with medical, dental and vision, 401k company match, discretionary profit sharing, PTO, valet parking and more.

The Service Center Trainer supports training initiatives, guides team performance, and fosters a positive and productive call center environment. This role is designed for a detail-oriented, organized professional with strong communication and leadership skills who can coordinate, facilitate and/or collaborate as necessary with SC Management in the effective delivery of training to SC staff (initial Securities Industry Training “SIT” and post-SIT training). This position includes making recommendations to management and taking action based on directives, ensuring effectiveness and efficiency for SC service enhancements. The role also includes maintaining training documentation, call quality standards, and working with Management to audit/maintain and enhance the Service Center’s knowledgebase.

Training & Onboarding:

• • Assist in the development of and delivery of training sessions for new SIT hires (Securities Industry Training), and ongoing agent development
  • Track participation in live training, coordinate make-up sessions for absences, and ensure all required training is completed across the team
  • Evaluate training effectiveness through feedback mechanisms, coaching follow-ups, and knowledge checks
  • Assist & support trainers in creating new training courses in the Learning Management System (LMS)
  • Coordinate with Management to facilitate Department Buddies’ involvement during 8-week SIT Training and any sessions to be delivered by Management
  • Collaborate with Management to coordinate On-The-Job Training “OJT” post SIT graduation
  • Conduct BCP preparedness training for SC as deemed necessary by Management

Coaching & Performance Support:

• • Monitor calls and provide constructive feedback to agents to improve quality, compliance, and customer satisfaction
  • Conduct one-on-one and small group coaching sessions to support agents in their development journey
  • Reinforce standard operating procedures and best practices through daily support and guidance
  • Review and monitor Research and Service requests for service satisfaction trends:
    1. Performs analysis related to any service failures
    2. Recommends to management alterations to policies and procedures and trains via case studies to effectively improve service results of the Service Center
  • Provides regular reports to Management on matters of Quality Assurance and refines training curriculum based on data
  • Ensures that PlanMember Service Representatives service performance adheres to PlanMember’s standards

Work lead & Floor Support:

• • Act as a first point of contact for the leads supporting Help Queue, assist in development of lead team members with questions or escalations during shifts
  • Assist with back-up support of scheduling, floor coverage, and workflow management to maintain service levels
  • Partner with leads on Help Queue development and use Help Queue log to coach & add content that could be added to KB that will limit calls to the Help Queue
  • Assist with peak call volumes and coverage as needed for Retail, Broker, Pershing, and Help Queue
  • Provide periodic back-up of Management responsibilities

Quality Assurance & Reporting:

• • Participate in quality audits and help identify trends in agent performance
  • Provide regular updates to Management on trainee and team progress
  • Identify actionable insights for process or training enhancements
  • Collect and analyze feedback survey results, collaborating with Management on coaching and initiatives

Project Work

• • Co-manage the Service Center KnowledgeBase (KB) audit project; identify gaps, archive outdated resources, and enhance content based on system updates or procedural shifts with direction from Management
  • Contribute to the creation and improvement of training materials, SOPs, and knowledge bases (removing items on SC KB that should be in KB policy and partner with KB policy assigned analyst to transfer the necessary content.)
  • Maintain centralized trackers for training projects, ad hoc sessions, documentation updates, and Service Center initiatives
  • Partner with Management to develop SC leads - how to be Help Queue support training to have memorialized structure
  • Support Management and training helpers in maintaining and creating new training courses in Learning Management System (LMS)

Essential Job Function:  This position is deemed an “Essential Staff” position for the purpose of our Business Continuity Plan "BCP". This distinction means you are expected to be fully prepared to perform essential functions of your job remotely as deemed applicable and necessary by your manager and the Company upon declaration of a BCP event.

• Coaching & Developing
  • Training and mentoring mindset
  • Leadership and motivational ability

• Relationship Building
  • Excellent interpersonal skills

• Information Seeking
• Planning and Priority Setting

• Critical thinking and problem-solving

• Sound judgement

• Accountable
• Adaptability
• Ability to multitask, stay organized, and handle confidential information appropriately

• A bachelor’s degree is required. Can be in any major

• Two plus years of call center or customer service experience.

• Prior experience as a team lead, coach, or trainer is highly desirable.

• Proficient in call center software, CRM tools, and Microsoft Office Suite
• Strong verbal and written communication skills

FINRA LICENSE - SIE

FINRA LICENSE - 6

The FINRA Series 7 is highly encouraged if not already obtained

Position Information:  This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. PlanMember reserves the right to modify duties or job descriptions at any time.

PlanMember Financial Corporation is an Equal Opportunity Employer. PlanMember does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.