ROLE

Plan and deliver effective, engaging training and coaching. Coordinate training schedules and classroom management. Oversee training, development, and certifications for team members. Develop criteria and measurements to track training effectiveness, including written examinations and simulated activities. Assist with various projects, testing, and data clean-up across the organization.

MAJOR DUTIES AND RESPONSIBILITIES

30%
Plan and deliver effective, engaging training and coaching. Coordinate training schedules and classroom management. Develop criteria and measurements to track training effectiveness, including written examinations and simulated activities. Create course materials, identify objectives and outcomes, and apply relevant instructional design principles. Research and identify end-user training needs. Identify opportunities for performance enhancement and improvements to our net deliverables.20%
Oversee training, development, and certifications for team members in the training systems to include building classes, entering data, assigning courses, and generating reports. Maintain curriculum completion records and provide notifications to team members and leaders.20%
Provide exceptional service to members and team members. Take ownership of problems and ensure the member and/or team member receives a response and resolution. Enter complaints in the complaint system. Respond to complaints and escalations assigned to you promptly and in a friendly and professional manner.20%
Assist with various projects, testing, and data clean-up across the organization. Collaborate with other departments and leaders across the organization to drive process improvements.5%
Maintain knowledge and adhere to all credit union policies, procedures, federal and state laws, and regulations. Complete all assigned training courses on time.5%
Perform all other job responsibilities as assigned by management.
KNOWLEDGE AND SKILLSExperience
Two or more years of similar or related experience, including time spent in preparatory positions.Education/Certifications/Licenses
Bachelors Degree in Business Administration or related field preferred.Interpersonal Skills
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. Ability to communicate information of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and/or advising others on matters of significance. Ability to develop and foster strong working relationships with team members and members to ensure we are achieving the overall mission and vision of the credit union. Incorporate core values into daily activities and decisions.Other Skills
Excellent communicator to varying audiences. Ability to maintain the attention and engage all size team member groups. Strong written and verbal communication skills. Time management skills. Ability to prioritize and multitask. Logic and reasoning skills. Microsoft Office and related learning management systems experience.
ADA REQUIREMENTSPhysical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal to moderate noise.Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters