Branch Administration Training Specialist

Jeanne D Arc Credit Union • Lowell, MA

2d

About The Position

The Branch Administration Training Specialist is responsible for independently creating, delivering, and coordinating a variety of training programs for Tellers, Member Service Representatives (MSRs), Assistant Branch Managers (ABMs), and Branch Officers. This role serves as a subject-matter expert and strategic training partner, ensuring consistent knowledge, compliance, and service excellence across all branch locations. These programs are delivered through multiple channels, including in-person instruction, virtual platforms, refresher sessions and on-the-job training. This role involves working across all the credit union branch locations including operational sites to support operational readiness, employee development and organizational initiatives.

Requirements

• Two (2) or more years of related experience is required. Previous retail banking experience required.
• High school diploma or equivalent required or an equivalent combination of education and experience.
• Position requires significant contact with others inside and outside the Credit Union, thus requiring a high degree of confidentiality, discretion, diplomacy, and tact in communication.
• Builds relationships and fosters positive interactions with Credit Union team members, members, and vendors by demonstrating friendly, helpful, and efficient service.
• Excellent written and verbal communication skills are required, including presenting confidently to team members at all levels of the Credit Union, one-on-one or in group settings, both in-person and virtually.
• Presents poised, professional, and confident in front of an audience, large and small.
• Must have the ability to educate on products, services, and regulations, explain or interpret guidelines and instructions or elicit interpretations or opinions, and engage and accommodate diverse learning styles to create an inclusive and conducive learning environment for success.
• Active listening, positive body language and tone, patience, and sound judgment are required.
• Proficiency with Microsoft Office, business applications, and the ability to learn the core system and other related branch software are required.
• Ability to work collaboratively with team members and other areas of the credit union to foster a leaning environment.
• Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work independently and as part of a collaborative team.
• Must be highly motivated, detail-oriented, organized, skillful with time management, and efficient with multitasking.
• Read, analyze, and interpret federal and state regulations, general business periodicals, professional journals, operating and maintenance instructions, technical procedures.
• Write reports, business correspondence and procedures.
• Calculate amounts and figures such as fractions, percentages, ratios and proportions.
• This position requires standing, sitting, walking, reaching, and lifting to 25 lbs. regularly.

Nice To Haves

• Bilingual in English and Spanish is a plus.
• Practical instructional design skills are a plus.

Responsibilities

• Independently designs, coordinates, and conducts comprehensive new hire training sessions for branch employees, ensuring mastery of our products, services, internal systems, regulatory and compliance requirements and essential job-related competencies
• Acts as a strategic training partner to the AVP Regional Managers and AVP Branch Administration, branch officers and Human Resources by proactively identifying training needs, aligning learning solutions with operational goals and ensuring consistent execution and outcomes across all branch locations
• Develops, implements and facilitates ongoing training programs for existing employees, supporting corporate initiatives, operational excellence and professional growth. Focus on areas such as advanced accounts (e.g., business accounts, IRAs, trusts, and estates). These programs aim to improve member interactions, error resolution skills, enhanced member engagement and overall service quality
• Collaborates with Human Resources to update, maintain and optimize internal educational resources such as BVS, CUNA Training Bundle, Sales CU, Screensteps, and others. Independently assign, track and evaluate course work for new hires and existing employees to support onboarding, compliance and ensure ongoing development
• Ensures that all training materials, resources, and documentation remain current, accurate and relevant to the evolving needs of the Credit Union
• Monitors and evaluates new hire progress throughout the training lifecycle by assessing knowledge retention, skill application and performance readiness. Provide evaluations, track achievements, and deliver clear, actionable recommendations to management regarding new hires' preparedness for independent branch operations
• Serves as a Subject Matter Expert and trusted resources by assuming the role of Senior Member Service Representative as directed by management, to stay up to date with current frontline practices, procedures and member service standards
• Collaborates with peers and leaders across the Credit Union and participates in department or organization-level projects
• Performs other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees