Contact Center Trainer at Frost in San Antonio, TX - One Frost

Job description

• It’s about investing in people, our people.
• Have you received compliments before on your ability to present information? Are you passionate about providing people the necessary tools to succeed in their roles? If so, being a Contact Center Trainer with Frost could be for you.
• At Frost, it’s about more than a job. It’s about having a flourishing career where you can thrive, both in and out of work. At Frost, we’re committed to fostering an environment that reflects our values and encourages team members to be the best they can be. In joining our adaptable, integrity-driven team, you’ll become part of Frost’s over 150-year legacy of providing unparalleled banking services.
• As a Contact Center Trainer, you are our educator. In this role, you will be responsible for engaging Service Specialists and Team Leaders statewide in learning material to develop their knowledge and skillset. You believe knowledge is power and are committed to staying up to date on new training methodologies to constantly improve curriculum. Most importantly, this role is about ensuring training is reflective of our company culture and aligned with our core values of integrity, caring and excellence.

Responsibilities

• Lead and deliver engaging, learner‑centered training that strengthens knowledge, soft skills, and service excellence across new hires and tenured agents
• Develop, maintain, and enhance training content, ensuring clarity, accuracy, compliance, and alignment with operational strategies and evolving processes
• Support new hires throughout early tenure by monitoring progress, identifying performance or behavioral risks, and communicating trends to leadership
• Provide individualized coaching, call observations, and skill‑building sessions that reinforce Frost’s cultural expectations and customer experience standards
• Collaborate with Workforce Management, Quality, Compliance, and Operations to ensure training aligns with performance targets, regulatory requirements, and customer‑focused initiatives
• Evaluate training effectiveness using qualitative and quantitative insights, recommending improvements that enhance learning and operational outcomes
• Maintain accurate documentation of trainee performance, assessments, and readiness to support informed staffing and development decisions
• Always take action using Integrity, Caring, and Excellence to achieve all‑win outcomes

Requirements

• 1+ years of experience in customer service, contact centers, coaching, or training (banking/financial services experience preferred)
• Strong facilitation and presentation skills with the ability to motivate, engage, and support diverse learners
• Ability to manage multiple priorities and work in a fast‑paced learning environment
• Flexibility to support various training schedules and travel when business needs require
• Proficient in Microsoft computer applications
• Excellent written and verbal communication skills
• Associate’s or Bachelor’s degree in Education, Communications, Business, or a related field
• Previous call center experience
• Experience developing learning content or e‑learning modules
• Familiarity with Workday Learning (or other LMS platforms)

Skills

Required

• Flexibility
• Ability to manage multiple priorities
• Microsoft computer applications

Benefits

• At Frost, we care about your health, your family, and your future and strive to have our benefits reflect that. This includes:
• Medical, dental, vision, long-term disability, and life insurance
• 401(k) matching
• Generous holiday and paid time off schedule
• Tuition reimbursement
• Extensive health and wellness programs, including our Employee Assistance Program
• Referral bonus program + more!