Mentoring Advisor

Service Center Mentoring Advisor

In this position, you'll provide coaching, guidance, and support to the NASC MyLife Advisors to improve performance, customer service skills and engagement. Partner with leadership to identify development needs and foster a positive, high performing team culture.

Responsibilities :

• Coach MyLife Advisor associates with tenure of 0 to 12 months on the most efficient and professional way to handle all types of calls.
• Monitor associate / client interactions utilizing the quality monitoring system and evaluate calls to ensure that World Class Service is being delivered based on the guidelines provided.
• Train and mentor team members and identify development needs, working with Leadership to coordinate additional training as needed.
• Identify learning gaps during the evaluation / real-time support process and work with the MyLife Advisor Learning & Development team to develop and conduct additional training as needed.
• Serve as a resource for team members, based on a strong working knowledge of team responsibilities, goals and associates individual development plans and training needs.
• Provide leaders with qualitative and quantitative feedback on their team members to assist with overall performance management.
• As needed, collaborate with Team Leads in MyLife Advisors to ensure consistency in content that is being guided and / or trained.
• Collaborate with peers in hosting and / or managing regular meetings, e.g., monthly with business.
• Assist as needed in management and / or provision of call recordings via Calabrio.
• Collaborate as needed with peers in operations on project related work that touches MyLife Advisors.
• Assist as needed in associate engagement-related activities, e.g., desk drops tied to MyLife Advisor celebrations.

Qualifications Required :

A college degree is great but not required. What is more important is having the skills to do the job. Other acceptable experiences could include : Experience noted above, OR Military Experience. We recognize and appreciate the unique talents and experiences Veterans bring to the table. We value the discipline, commitment, and problem-solving abilities you developed and are excited to provide an environment where you can continue to make a meaningful impact.