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Operations Training Specialist

2 months ago

Frankfort, United States Commonwealth Credit Union Full time
Our goal is to be an Employer of Choice, and it takes all of us to achieve this. That's why all Commonwealth Credit Union team members are expected to live our Team 1 culture in all facets of their position. This includes our commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging.

At Commonwealth Credit union, we are united in our Common Purpose to Better Lives through OUR PASSION to Serve. This includes everyone, from our team members to the people in the communities we serve. That’s the emphasis of our Team 1 Culture. Together Everyone Achieves More. We believe We Better Lives when we cultivate diversity, promote equity, foster inclusion, are intentional about accessibility, and provide an environment where everyone feels like they belong. That’s an Extraordinary Experience. That’s Bettering Lives. That’s Team 1.

Our Operations Training Specialist provides training to new team members and ongoing training for established team members. They assist with overall education and development of staff through research, preparation, and the presentation of training programs. They prepare training evaluations and needs assessments, and communicates effectively with all levels of staff on employee progress.

The duties of an Operations Training Specialist include, but are not limited to:

Training Program Development and Maintenance

  • Conducting training which covers branch and Member Engagement (contact center) new hire training, soft skills training, sales techniques for ancillary products, and ongoing training for existing team members.
  • Understanding and communicating the value of relationship building and the vital role "Bettering Lives" plays in meeting the diverse needs of our membership.
  • Preparing an effective training environment and developing materials to support learning.
  • Adhering to standard training curriculum to ensure consistent delivery and results.
  • Promoting the application of skills and behaviors to drive our team members' proficiency in their role responsibilities.
  • Seeking input from managers and team members to ensure alignment of training materials to organizational needs.
  • Revising training curriculum and methods to improve effectiveness.
Leadership
  • Displaying excellent oral and written communication skills with all levels of staff and with external vendors.
  • Demonstrating the values shown on the Credit Union's Vision, Mission, Team 1 Values and Leader Behaviors.
  • Displaying a high level of professionalism and working with management to support change and growth.
  • Providing support to branch and Member Engagement Center staff when necessary.
  • Providing guidance and development to team members as needed or requested.
Collaboration
  • Collaborating with leaders and other personnel to support changes, technology advancements and service enhancements.
  • Performing routine maintenance of the knowledge management system to ensure accurate information is available to team members.
  • Adapting content to the changing nature of our products, services and programs and ensuring that all team members can use these to perform their duties.
Knowledge
  • Displaying extensive knowledge of best practices within the financial services and learning industries.
  • Identifying and driving efficiency in the training process by developing best practices and process improvements on an ongoing basis.
  • Maintaining proficiency in Commonwealth Credit Union's core systems and applicable programs to effectively deliver training on these.
  • Participating in ongoing education in instructional design and teaching adult learners using varied instructional modalities.
Evaluation and Documentation of New and Existing Staff
  • Providing ongoing assessments, surveys and knowledge checks on team members to ensure knowledge transition and mastery of concepts.
  • Communicating the progress of trainees with leaders.
  • Providing supplemental Quality Monitoring of new hire communication on digital platforms and phones.
  • Completing calibration meetings with QA Analysts to ensure fairness and accuracy in scoring.
  • Exercising discretion and confidentiality on all employee matters and credit union operations.


SATURDAY HOURS MAY BE REQUIRED

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)