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Technical Training Professional

3 months ago

Madison, United States Alabama Credit Union Full time
Job DescriptionJob DescriptionDescription:

Technical Training Professionals work within the Talent Development team, develops, implements and facilitates a training curriculum for frontline team members focused on operational procedures, systems, and product knowledge with a strong service delivery all to meet Alabama Credit Union's organizational priorities.


Essential Function and Responsibilities:

  • Supports branch operations through the coordination and delivery of new and recurrent technical training including product implementation and updates, procedural changes, and compliance. Conducts foundational training for new team members. Conducts in-person and virtual core system and lending platform training for new and legacy frontline team members. Validates successful transfer of knowledge via proficiency checks, classroom observations, role plays and scenario demonstrations. Works closely with trainee manager to communicate trainee progress timely. Coaches toward and demonstrates exemplary service and professionalism aligned to ACU’s Core Behaviors, to ensure established procedures, compliance, security, fraud policies, account opening, loan application and sales and service expectations aligned to ACU Mission and Strategic Goals.
  • Stays current on operational processes and procedures to determine effective training solutions. Works with Subject Matter Experts (SME) to maintain a working knowledge of regulatory and corporate policies, guidelines, and procedures, as well as credit union products and services. Stays current on core and supporting systems to understand functionality. Contributes to
    meetings with internal partners, workgroups, and other departments to conduct need analyses to help identify and define present and future technical training needs. May work alongside branch trainees and team members during periods of high-volume during mergers and acquisitions.
  • Develops and implements new and updated branch related curriculums and training materials based on operational training needs of branches. Collaborates with the Learning Design Team for the design, development and maintenance of training solutions for a variety of mediums (i.e. classroom, web-based, and blended learning). Follows instructional design and course branding approval workflows for content including e-Learning and curricula. Monitors and aligns course materials to internal help portal to ensure course content reflects accurate information.

Requirements:

Knowledge and Skills:
Experience: 1-3 years' experience in a variety of job responsibilities at a financial institution with a background in opening new accounts, lending and/or loan operations.
Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, Education or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills General Knowledge and Skills:
• Excellent oral, verbal, and written communication skills
• Good organizational skills
• Professional presentation and ability to maintain calm demeanor under potentially stressful circumstances
• Self-motivation to complete job tasks to the best of personal ability
• Eagerness to learn new information in a fast-paced environment
• Adaptability to apply new information as appropriate
Technical Skills:
• Proficiency in the use of a personal computer to include Office Suite, CORE systems such as Branch Suite, sales referral platforms
Leadership Skills:
• Ability to teach adults via numerous delivery methods and channels, including coaching for performance on content taught in training, in one-on-one and group environments
• Ability to coach employees on how to identify member needs and recommend products and services to elevate member experience and improve member personal financial wellbeing.
• Ability to oversee and direct the work of non-direct reports
Physical Requirements:
This position requires the ability to see, hear, balance, and use fine motor coordination for the purposes of communicating with members and co-workers, using business machines, and receiving and counting cash and other negotiable instruments, and conducting basic office-environment work functions such as filing. Must be able to transport small business machines independently, and must be able to independently travel to branches (sometimes overnight) for the purpose of training team members.