Nymbus · 21 hours ago
Digital Experience Center Training and Support Specialist
United States
Full-time
Remote
Entry, Mid Level
$27/hr - $27/hr
2+ years expNymbus is a leader in fintech, focused on reimagining banking through innovative technology. The Digital Experience Center Training and Support Specialist is responsible for developing and delivering training programs for agents, ensuring they meet performance standards while promoting a positive learning culture.
BankingFinancial ServicesFinTech
Responsibilities
Design, develop, and maintain all new hire training materials, including the DXC training manual, training syllabus, job aids, and digital learning content
Facilitate all new hire onboarding and training programs, ensuring content is engaging, effective, and aligned with operational goals
Integrate positivity, morale-building techniques, and adult learning best practices into training delivery to foster confidence, engagement, and team cohesion
Develop and implement gamification strategies within CCaaS tools and training programs (e.g., challenges, scorecards, recognition, and incentives) to reinforce learning, drive healthy competition, and improve performance outcomes
Partner with Team Leads to conduct early performance monitoring, identify skill gaps, and provide targeted one-on-one coaching and remediation
Document early performance monitoring methods and share findings with Team Leads and the Senior Director of the DXC
Ensure new hires achieve a minimum score of 80% on training knowledge assessments and 80% or higher on new hire scorecard evaluations within their first 30 days
Deliver remedial training when performance thresholds are not met and update training curriculum based on performance trends, feedback, and process changes
Develop and execute a sustainment training schedule informed by quality findings, performance metrics, system updates, and emerging risks
Collaborate closely with Quality Assurance to identify high-risk areas and align remediation strategies
Support Team Leads by reinforcing coaching techniques and engagement strategies that promote morale, accountability, and continuous improvement
Work closely with Implementation and Product teams to stay informed of new platform releases, feature enhancements, and process updates
Translate product and implementation changes into clear, actionable training materials and communications for agents
Ensure training content, job aids, and sustainment materials are updated proactively to reflect system changes and new functionality
Provide feedback to Product and Implementation teams based on agent experience, training outcomes, and operational insights
Provide real-time chat support to agents for questions related to systems, processes, and customer interactions
Monitor new agent sentiment and engagement during customer interactions, identifying trends that impact performance, morale, and customer satisfaction
Communicate observed trends, coaching actions, and engagement opportunities to Team Leads and leadership
Assist with troubleshooting agent issues related to tools, workflows, or customer scenarios
Handle a portion of live phone, application, email, and chat interactions to maintain hands-on knowledge of systems, processes, and customer needs
Partner with Team Leads, Quality Assurance, leadership, Product, and Implementation teams to ensure training aligns with operational and customer experience objectives
Generate, analyze, and present reports related to performance, training effectiveness, engagement, and sentiment trends
Identify and submit recommendations for process improvements, training enhancements, or CCaaS optimizations that support agent success and customer outcomes
Perform other duties as assigned
Qualification
Required
Prior experience in training, learning & development, or operational support within a contact center environment
Minimum of two (2) years of experience supporting financial services, FinTech, or other regulated customer service operations
Demonstrated ability to design and deliver engaging training programs in a fast-paced environment
Strong verbal and written communication skills with the ability to simplify complex topics and tailor messaging to diverse audiences
Proven analytical and problem-solving skills, including the ability to identify trends and recommend effective solutions
Ability to work independently and collaboratively across teams in a remote environment
Flexibility to support varying schedules, on-call needs, and occasional in-office work as required
Experience or familiarity with CCaaS platforms and workforce engagement tools
Working knowledge of Jira, Confluence, and reporting or analytics tools preferred
Comfortable learning and supporting new technologies, applications, and systems
Preferred
Training experience within a financial institution or FinTech organization
Experience designing or supporting gamification, recognition, or incentive programs in a contact center environment
Knowledge of customer experience best practices, sentiment analysis, and employee engagement strategies
Prior experience handling inbound and outbound contact center interactions
Experience partnering with Quality Assurance, Product, or Implementation teams to support operational readiness and performance improvement initiatives
Benefits
Annual Cash Bonus and Equity Options commensurate with the role level and experience
Robust 401(k) plan
Insurance - Health, Dental and Vision
Paid Time Off
Company
Nymbus
NYMBUS is a provider of banking technology solutions for financial institutions to innovate and grow.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$199.42MKey Investors
Gesa Credit UnionInsight PartnersReseda Group
2024-08-14Undisclosed
2023-05-25Series D· $70M
2023-03-09Series Unknown· $8M
Leadership Team
Jeffery Kendall
Chairman & CEO
Jeffrey Fonda
Chief Financial Officer
Recent News
Morningstar.com
2025-10-16
Company data provided by crunchbase