Learning + Performance Specialist

Lake Trust Credit Union•Brighton, MI

About The Position

The Learning + Performance Specialist develops, manages, facilitates, and evaluates learning programs, with particular emphasis on the needs of Member Experience (Onstage) team members. As the facilitator for new employee onboarding, this person models Lake Trust’s culture, core values, brand promise, and commitment to exceptional member experiences. The role applies adult learning theory and best practices to create and deliver training that strengthens the skills and knowledge affecting member service and satisfaction. The specialist develops and maintains core curriculum for new Onstage team members, including product knowledge, systems, procedures, quality standards, and phone systems. The role also provides systems and technical training, facilitates knowledge-transfer and soft-skills programs, assesses learning needs and performance gaps, updates training activities and assessments, and coaches employees on the job. To maintain credibility and training effectiveness, the specialist works in the Contact Center and Relationship Centers quarterly. Travel within Michigan and occasional overnight travel are required as described for the applicable level.

Requirements

Level I: At least 1 year of DNA/Temenos experience is desirable; Level II and Level III: at least 1 year is required.
Prior financial institution experience is required for Level I, including experience such as opening accounts or lending.
Direct member service experience is ideal, with a track record of member satisfaction.
Demonstrated preparation and delivery of interactive in-person and/or virtual classroom facilitation and management.
Proficiency in Microsoft Office applications, including Teams, Word, and PowerPoint; Level II and III also specify Excel.
Proven ability to support a strong Financial Wellbeing culture.
Level I: 1+ years of training experience preferred, ideally combining development with classroom or virtual facilitation.
Level II: 2+ years of training experience preferred, ideally combining development with classroom or virtual facilitation.
Level III: 4+ years of training experience preferred, ideally combining development with classroom or virtual facilitation.
Level I: Some college preferred but not required; job-related experience combined with professional training or certification is a plus.
Level II: An associate degree is preferred but not required; job-related experience combined with professional training or certification is a plus.
Level III: A bachelor’s degree is preferred but not required; job-related experience combined with professional training or certification is required.
Level III: Strong understanding of the ePMO process and project management tools.
Reliable transportation to travel to various locations as needed for Level I, and as needed to deliver training for Level III.
Availability for day travel within Michigan and occasional overnight travel. Level II and III describe day travel of up to an estimated 60% to support Relationship Center team members.

Nice To Haves

Level I: DNA/Temenos experience.
Direct member service experience with a track record of member satisfaction.
Level I: 1+ years of training experience, ideally including both development and classroom or virtual facilitation.
Level I: Some college, or job-related experience combined with professional training or certification.
Level II: An associate degree, or job-related experience combined with professional training or certification.
Level II: 2+ years of training experience, ideally including both development and classroom or virtual facilitation.
Level III: A bachelor’s degree.
Level III: 4+ years of training experience, ideally including both development and classroom or virtual facilitation.

Responsibilities

Develop, update, revise, and facilitate core curriculum, including Building Member Wellbeing for new Onstage team members.
Train employees on product knowledge, systems, procedures, quality standards, and phone systems.
Become a subject matter expert in and conduct systems and technical training, including training on the DNA core processing system and related procedures.
Facilitate knowledge-transfer and soft-skills training programs.
Work in the Contact Center and Relationship Centers quarterly to maintain knowledge and classroom credibility.
Continuously improve existing training programs, including interactive learning and knowledge-assessment activities.
Identify and prioritize learning opportunities and performance gaps using multiple needs-assessment approaches and analysis.
Conduct on-the-job performance coaching.