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Member Experience Trainer

3 months ago

Rockledge, United States Community Credit Union of Florida Full time
Job DescriptionJob Description

The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community.” The Member Experience Trainer is responsible for organizing and conducting training programs for all staff and serves the training needs while cultivating positivity and cohesiveness in the credit union. The individual is responsible for communicating the credit union's mission, vision, and philosophy to all staff members. The Member Experience Trainer works collaboratively to fulfill the duties of training functions, to improve overall employee effectiveness/performance through the application of individual and group training techniques and programs, consistent with the Credit Union's organizational priorities, strategic plan, and core values.

Community Credit Union is an Equal Opportunity Employer (EEO) and supports a drug-free workplace.

ESSENTIAL DUTIES

  1. Demonstrates enthusiastic support of corporate mission, core values, and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
  2. Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises and meet all established service goals.
  3. Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization.
  4. Provide training to indoctrinate employees with our culture and philosophies and systems training.
  5. Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.
  6. Conduct focused job-specific training, including New Hire Orientation, Sales, Service and Systems training, Lending training, Software training, Cross-training, Operations, Compliance, and other types of training in areas of the credit union as needed. This includes technical and on-the-job training with a heavy emphasis on procedures, new accounts, and loan processing systems. Training may be in group settings, one-on-one, or via the Web and requires collaborating with trainees/members in a branch.
  7. Provide individualized department training within the branches as needed. Provides in-branch/department training support when not facilitating or supporting training programs.
  8. Assists in administering the credit union’s training programs by creating, coordinating presentations, and conducting training activities. Schedules training sessions ensuring facility setup, audiovisual setup, and contacts attendees and department managers regarding training schedules.
  9. Prepares training and resource manuals as defined by training needs and purpose. Assembles and composes information for the manuals. Creates training activities that result in interactive participation from staff. Selects and/or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference works.
  10. Delivers engaging, and professional training, adheres to training agendas, executes effective class management and delivery of instruction based on set training objectives.
  11. Assists the training manager in evaluating and measuring the effectiveness of the programs through testing and course evaluations. Tests trainees to measure progress and to evaluate the effectiveness of training. Reports on the progress of employees during training periods.
  12. Assists with scheduling and tracking learning management systems training. Prepares reports on courses completed and delivers other training-related communication.
  13. Investigate and research available training methods and procedures to determine if new or improved training methods and materials could benefit the training program. Champion’s ongoing refinement of curricula, design, and facilitation procedures to improve training experience quality.
  14. Supports instructional design with facilitation tools and training modules. Assists in evaluating and identifying opportunities and methods to enhance e-learning and learning management systems programs and processes and staying up to date with new trends and tools.
  15. Assists in reviewing all training materials, including procedures, job aids, manuals, eLearning courses, training resources, etc. to ensure they are current and up to date, and updated information is available on the credit union intranet.
  16. Maintains ongoing communication with the supervisor, informing all stakeholders of all pertinent problems, irregularities, new developments, changes, and other important information within the department.
  17. Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) and lending Acts daily to ensure compliance with current regulations.
  18. Performs other related duties and works on special projects as assigned.
POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

  • Associate’s degree (AA) from an accredited college; or two or more years of related experience and/or training; or the equivalent combination of education and experience and/or training. Work-related experience must consist of broad-based financial institution experience, prior training, teaching, or related experience.
  • Exceptional oral, written, and interpersonal communication skills with the ability to effectively listen, take instruction, and disseminate information. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules, composition, and grammar.
  • Ability to develop visual graphics, design curriculum, develop and proof written materials, and speak at ease to varied size groups. Must demonstrate the ability to interpret documents, understand procedures, write reports, procedures, and correspondence with proficiency, and speak clearly to members and employees.
  • Ability to learn and utilize various forms of training systems, software, and resources, including credit union intranet, learning management systems, content authoring tools, video editing software, and other training-related resources.
  • Strong process orientation: a detail-oriented, logical, and methodological approach to program training processes. Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
  • Proven ability to demonstrate patience, diplomacy, tact, and professionalism while adhering to strict standards of confidentiality, professionalism, and sound judgment.
  • Excellent organization and time management skills and proven presentation and facilitation skills. Demonstrated ability to work independently and collaboratively, handle multiple priorities, problem-solve, exercise good judgment, and employ initiative.
  • Proficient knowledge of Microsoft Office tools: Word, Excel, PowerPoint, etc.
  • Retains a thorough knowledge of the credit union’s products and services.
  • Maintains a professional image of the credit union in dealing with members and team members.
  • Current Florida driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety of himself or herself or others.