Member Experience Trainer

ASCENTRA CREDIT UNION•Bettendorf, IA

3d•$23 - $29

About The Position

This position exists to train new and existing member facing staff to ensure high quality member experience is being developed and provided. This position is responsible for thoroughly educating staff on all credit union products and services as well as related regulations and policies and serve as a training mentor. Assists in evaluating, maintaining, and improving processes and procedures and other training materials.

Requirements

High School diploma or equivalent.
One to three years similar or related experience.
Maintain active NMLS enrollment.
Excellent communication and organizational skills.
Professional, pleasant outgoing personality.
Cash handling experience.
Ability to perform under pressure.
Thorough knowledge of Credit Consumer laws.
Knowledge of all laws and regulations regarding this position.
Excellent analytical skills.
Ability to sell.
Team player.
Knowledge of credit union operations.
Computer knowledge.
Decision making skills.

Responsibilities

Facilitates training to member facing staff to create a good member experience. Conducts the training of new member facing staff to ensure effective and successful orientation and provide mentored field training.
Assists in evaluating, maintaining, and improving processes, procedures, and other training materials.
Assists the training team to identify, research and develop the member experience and staff development needs.
Assists in facilitating training for member facing staff on changes and updates to credit union policies, processes, procedures, programs, and new product rollouts.
Travel throughout the various branches as needed to train member facing staff.
Abide by lending authority as designated by policy.
Actively and thoughtfully communicating with their supervisor, planning their goals and development, taking accountability for their actions, and striving for excellence.
Promote products and services.
Attend all meetings as required.
Maintain clean and professional work area and appearance.
Maintain positive public relations and promote credit union within the community.
Complete educational programs as required.
Perform the following commitments of service to each and every member at all times: a. Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake. b. Keep a smile in my voice as well as on my face. c. Answer the telephone by the third ring. d. Call people by name and thank them. e. Give people my full and undivided attention; focus on the person face to face and on the telephone. f. Take responsibility for solving the individual's problem instead of referring it to someone else. g. Deliver on commitments of action(s) to be taken, so excuses won't be necessary. h. Follow through on necessary action(s) to be sure the problem is solved. i. Know that what's important is not only who or what created the problem but how the problem can be corrected. j. Protect confidential information.
Other duties as assigned.