Job Description

Job Description

Job Description

Summary

The Training Coordinator position supports, promotes, and teaches operations/compliance while developing new materials and classes related to credit union culture and overall organizational needs. Responsible for supporting and facilitating “hands-on” training for the following positions: New Member Service Representatives, Contact Center Representatives, Member Service Officers, Universal Branch Associates and Loan Processors. Training is not limited to the 90-day introductory period, and follow-up training sessions are required as necessary, covering the basics of the position.

Essential Functions

• Researches, develops, and conducts training sessions for new employee orientation, on-boarding system procedures, products, and services; member service, sales, and soft skills necessary for employees to achieve outstanding performance levels.
• Understands and promotes Credit Union mission, values, purpose and culture, image and service philosophy through employee training and education and acts as key staff motivator. Projects positive image and role modeling.
• Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers.
• Create and maintain training records, training guides, manuals, and procedures including informational sheets, employee resource guides, training handbooks, step-by-step modules, multimedia visual aids, computer tutorials, and other job aids for staff.
• Responsible for delivering consistent, valuable, and fresh material to all trainees.
• Ensures that all training is presented in a professional manner.
• Performs administrative duties associated with training including, but not limited to tracking and documentation of all training programs and testing.
• Research and suggest effective methods to educate and enhance the performance and productivity of CCU employees.
• Responsible for obtaining the most up-to-date training knowledge on systems, processes, and procedures to ensure employees receive relevant material and information.
• Serves as a contact for various training partners, ensuring a positive and professional working relationship is maintained.
• Promotes and maintains confidentiality to protect member, staff, and credit union information.

• Interpersonal skills are necessary to train and encourage confidence in each employee being trained willingly and patiently.
• Effectively and efficiently deal with a diverse group of employees. Requires excellent communication and listening skills necessary to instruct new and existing employees and deal diplomatically and effectively with sensitive situations.

• Follows all credit union policies, procedures, and requirements in addition to all applicable state and federal laws and regulations.
• Creates and promotes a positive professional image of oneself and the credit union.
• Maintains existing and writes new policies and procedures as needed.
• Performs all other duties as assigned.

Qualifications

• Two to five years training or related experience working in a professional/office environment.
• Excellent professional writing and communication skills.
• Financial services industry experience preferred.
• Strong computer and knowledge of software including Microsoft Word, Excel, Outlook, PowerPoint, and Adobe Acrobat.
• High degree of organizational skills.
• Two-year college degree or equivalent experience required; Bachelor’s degree preferred.

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