Branch Services Training Specialist, Chelmsford, MA, Hybrid, Full-time

Digital Federal Credit Union•Chelmsford, MA

6h•$62,300 - $70,100•Hybrid

About The Position

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.

Requirements

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 principles.
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 effectively under pressure.

Nice To Haves

BA degree in Education, Business Administration, Organization Development, or a relevant field preferred

Responsibilities

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 methods.
Design and create training manuals, online learning modules, and course materials.
Attends training seminars to provide a superior training experience.
Perform other job-related duties as assigned by Managers(s).