Retail and Operations Training Specialist II

VyStar Credit Union•Jacksonville, FL

2d•Onsite

About The Position

The Retail & Operations Training Specialist II is a dynamic facilitator responsible for delivering VyStar’s new hire onboarding programs for Branch and Contact Center employees. This role ensures a high-quality learner experience through engaging instruction, hands-on practice, and clear guidance on systems and processes. The Training Specialist II plays a critical role in preparing job-ready, confident employees who contribute to operational success from day one.

Requirements

High School Diploma or GED Equivalent
1-3 years of experience in training facilitation for adult learners or an equivalent level of business experience.
Proficiency in Microsoft Office Suite.

Nice To Haves

Associate’s or Bachelor’s degree in a training or related field preferred.
Experience delivering multi-week onboarding programs preferred.
Experience mentoring or coaching peers is a plus.
Experience leading small projects or initiatives is a plus.
Certification through a recognized training organization (e.g., ATD) and professional certifications are considered a plus
Proficiency in specialty tools used in L&D such as Camtasia, Articulate, Adobe is a plus.
Deep knowledge of VyStar systems, processes, and operational workflows is a plus.

Responsibilities

Facilitate onboarding programs for Branch, Contact Center, and other business units, focusing on learner engagement, hands-on practice, and business readiness.
Manage classroom dynamics and behavioral challenges with professionalism, fostering collaboration and effective knowledge transfer.
Provide real-time coaching and support during role plays, hands-on practice, shadowing sessions, and call reviews to reinforce instruction and support learner transition into production roles.
Track learner progress, assess readiness, and provide feedback aligned with KPIs, service standards, and operational expectations; review post-training metrics to evaluate performance and gather insights.
Lead class preparation, setup, and wrap-up; manage administrative tasks such as attendance tracking, LMS updates, and material distribution.
Maintain and update training materials in collaboration with the L&D team and business partners to ensure relevance and accuracy.
Apply working knowledge of VyStar systems, processes, and service standards to deliver accurate, engaging instruction and adapt training to evolving business practices.
Collaborate with peers, instructors, and business leaders to continuously improve onboarding experiences and ensure training relevance.
Lead small projects or process improvements that enhance training delivery or support operational goals.
Act as a liaison between L&D and business partners to ensure training programs reflect current systems, processes, and standards.
Serve as an onboarding partner for new hires, offering guidance, encouragement, and support throughout their journey.
Demonstrate agility and adaptability in responding to changing training needs and operational priorities, while developing business acumen and presentation skills.
Assess new‑hire progress, identify individual growth areas, evaluate readiness for production, and leverage learner feedback and class metrics to provide targeted support and share recommendations to enhance training effectiveness.
Participate in project teams and support L&D initiatives through coordination, communication, and administrative support—demonstrating professionalism and reliability.
Demonstrate a commitment to continuous learning and professional growth by staying current with industry best practices, emerging technologies, and advancements in learning and development.
All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work.
To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates.
The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.
Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.
Focus Focus your full attention by carefully listening to and observing your client or member.
Connect Consistently be friendly and approachable. Demonstrate you care.
Understand Listen empathetically and ask questions. (70%/30%)
Counsel Recommend solutions based on your client’s or member’s needs and objectives.
Advance Ensure that member's expectations were exceeded. Verify necessary follow-up action.