Learning + Performance Specialist

Lake Trust Credit Union•Brighton Charter Township, MI

About The Position

The Learning & Performance Specialist serves as a new employee onboarding facilitator and role model for Lake Trust’s culture, core values, brand promise, and commitment to exceptional member experiences. The position develops, manages, facilitates, and evaluates learning programs, with a particular focus on the learning needs of Member Experience (Onstage) team members. It applies adult learning theory and best practices to create and deliver training that strengthens the skills and knowledge affecting member service and satisfaction. The role maintains subject matter expertise in systems and technical processes, including the DNA core processing system, and periodically works in Contact Center and Relationship Center settings to maintain classroom credibility and role knowledge. Travel within Michigan, including day travel and occasional overnight travel, is required as needed to support training and Relationship Center team members. The role is offered at Levels I, II, and III, with differing experience and qualification expectations.

Requirements

Level I: Prior financial-institution experience is required, such as opening accounts or lending.
Level I: At least 1 year of experience using DNA/Temenos is desirable.
Levels II and III: At least 1 year of experience using DNA/Temenos is required.
Direct member-service experience and a track record of member satisfaction are ideal.
Demonstrated ability to prepare and deliver interactive in-person and/or virtual classroom training and manage a classroom.
Proficiency in Microsoft Office applications. Level I specifically lists Teams, Word, and PowerPoint; Levels II and III list Teams, PowerPoint, Excel, and Word.
Proven ability to support a strong Financial Wellbeing culture.
Reliable transportation to travel to locations as needed is required for Level I and Level III; Level II specifies travel as needed but does not separately state this requirement.
Level III: Strong understanding of the ePMO process and project management tools.
Level III: Job-related experience in conjunction with professional training or certification is required.

Nice To Haves

Level I: At least 1 year of training experience is preferred, ideally combining development with classroom or virtual facilitation.
Level I: Some college is 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 II: At least 2 years of training experience is preferred, ideally combining development with classroom or virtual facilitation.
Level III: At least 4 years of training experience is preferred, ideally combining development with classroom or virtual facilitation.
Level III: A bachelor’s degree is preferred but not required.

Responsibilities

Develop, update, revise, and facilitate core curriculum, including Building Member Wellbeing for new Onstage team members.
Deliver training on product knowledge, systems, procedures, quality standards, and the phone system.
Become a subject matter expert in and conduct systems and technical training, including 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, credibility, and effectiveness in the classroom.
Continuously update and improve 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.
Travel within Michigan as needed to support Relationship Center team members and deliver training.