Description:
This position is responsible for developing and delivering instructor-led training to Branch Services employees and coaching them to effectively use what they are learning. Training covers many topics, including DCU’s culture, service excellence, services, and systems.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Participate in the development of facilitator-led training programs specific for Branch Services for both groups and individuals in partnership with the department and Branch Services Training Manager.
- Facilitate in-person and online interactive learning for both groups and individuals in partnership with the Branch Services Training Specialists team.
- Assist to implement, execute, and maintain all aspects of the n-Branch Coach (IBC) program including holding of quarterly meetings, training and on-boarding of IBCs, and offering consistent feedback to the IBCs on their coaching with the new hires in partnership with the Branch Services Training Manager.
- Evaluate new hire comprehension and application and make necessary recommendations throughout the new hire
- Coach new hires and provide appropriate reinforcement of learning
- Acts as a role model for trainees, demonstrating appropriate dress, good work habits, a positive outlook, a commitment to providing outstanding member service, and a strong desire to contribute to the Credit Union's success and goals.
- Acts as an additional resource for branch services employees regarding policies, procedures, regulations, with transaction processing, and reference materials/job-aids.
- Ensure training materials are comprehensive and clearly convey information and concepts, enhance the learning process and update and revise as necessary.
- Participate in various learning programs and projects as requested by Branch
- Maintain a working knowledge of current training concepts and technologies and make recommendations To maintain such a level of working knowledge, will be required to work routine shifts for teller or member service on a periodic basis in the branches.
- Recognize and share opportunities for alignment of procedures and processes among branch services with the Branch Services Training Specialist team and manager.
- Collaborate with Branch Services Training manager, branch services leadership teams, Info Center Training Specialist, and IBCs to diagnosis training needs and develop appropriate interventions.
- Deliver learning modules to employees using a variety of instructional
- Design and create training manuals, online learning modules, and course
- Attends training seminars to provide a superior training
- Perform other job-related duties as assigned by Managers(s).
What You’ll Need
- BA degree in Education, Business Administration, Organization Development, or a relevant field preferred
- 1-2 years of experience in facilitating and developing adult learning content or education role or equivalent
- Branch Services experience; currently employed as MSR, Branch Team Leader, or equivalent in Branch Services
- Demonstrate proficiency of all skills associated with teller, MSR, and management branch services positions as well as a thorough knowledge of understanding credit union policies, procedures, products, and services.
- Demonstrate supervisory and leadership skills including the ability to exercise good judgement in the decision-making process.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint)
- Proficiency in eLearning development software
- Excellent written, verbal, interpersonal and presentation skills
- Ability to present topics in an understandable way, utilizing adult learning
- Extensive knowledge of DCU products and services
- Extensive knowledge of DCU Branch Services procedures and systems
- Strong organizational skills with attention to detail
- Ability to manage multiple priorities and work