Retail Branch Facilitator
About The Position
The Retail Branch Facilitator develops and delivers formal live learning sessions for the branch network, tailored to organizational requirements and audience needs. The role uses strong presentation and public-speaking skills, appropriate instructional design principles, adult learning methods, and technology. It also gathers feedback on training effectiveness, maintains training programs, and administers departmental systems. The facilitator conducts training onsite and offsite for member advocates and management groups, supports branch staff in delivering exceptional member service, and ensures learning experiences reflect the credit union’s mission, vision, core values, and service promises. The position contributes to course and program improvement, supports onboarding and learner evaluation, and participates in enterprise projects. It is full-time, hybrid, and scheduled Monday through Friday from 8:30 AM to 5:30 PM. Compensation is $24.00–$30.00 per hour based on experience and credentials.
Requirements
- Bachelor’s degree in education, human resources, or a related field; a comparable combination of work experience and training may substitute for the education requirement.
- Experience developing, delivering, and facilitating training materials and programs is desired.
- Experience with educational platforms and tools, including distance-learning tools, CMS/LMS platforms, computer-based authoring tools, and other technologies required for department objectives is desired.
- Ability to design websites, web-based training programs, and online programs.
- Experience managing training programs as projects.
- Proficient knowledge of processes, policies, and procedures, and ability to perform tasks expected of a Branch Member Advocate related to the relevant competency or skillset.
Nice To Haves
- Experience developing, delivering, and facilitating training materials and programs.
- Experience with distance-learning tools, learning management platforms (CMS/LMS), computer-based authoring tools, and other relevant educational technologies.
Responsibilities
- Host professional and engaging learning sessions for various audiences.
- Facilitate lectures, interactive activities, on-the-job and side-by-side training, live simulations, role-playing, and shadowing.
- Conduct training onsite and offsite for member advocates and management groups.
- Manage and schedule guest-speaker sessions hosted by business-unit content owners and third-party vendors.
- Conduct periodic branch fieldwork to incorporate first-hand experience into course curricula.
- Evaluate facilitation skills on a scheduled basis using session surveys, knowledge checks, coaching, feedback, and self-assessments.
- Assess learning-session effectiveness and update course materials or delivery methods as needed.
- Administer and maintain departmental systems, including the LMS, and databases for assigned curriculum.
- Use assigned tracking systems to capture and report training data.
- Plan, prepare, and present learning sessions in accordance with department standards for presentation maintenance, functionality, usability, and quality.
- Apply MA Mentorship Program expectations to monitor and evaluate learner performance, retention, and onboarding experience.
- Review policies, procedures, technologies, and resources, including training documentation, websites, and multimedia programs.
- Consult with frontline staff and participate in monthly business-unit touchpoints to address process updates, changes, and trending errors; streamline branch operations; optimize resource use; and support regulatory compliance.
- Apply industry standards and best practices to create training programs that improve product knowledge and operational efficiency and align with organizational goals.
- Create facilitator guides, classroom activities, simulated scenarios, and learning aids such as PowerPoint presentations, gamified materials, and worksheets.
- Support branch staff with best practices for personalized member service and resolving member inquiries and concerns.
- Provide learning experiences that demonstrate the credit union’s mission, vision, core values, and service promises.
- Participate in enterprise projects by providing testing and feedback to project management teams and other stakeholders.
- Address and mitigate procedural gaps identified during class offerings.
- Maintain knowledge of current trends, laws, and issues affecting the area of expertise.
- Attend educational events to increase professional knowledge.
- Complete annual compliance and information-security training.
Benefits
- Bonus program up to 12%.
- 401(k) matching up to 8%.
- Retirement planning.
- Pay increases based on competency.
- Employee loan discounts.
- Flexible spending accounts.
- Medical coverage.
- Dental coverage.
- Vision coverage.
- Access to more than 4,000 gyms.
- Mental health resources.
- PTO wellness days.
- Short-term and long-term disability coverage.
- 11 paid holidays.
- Three weeks of paid time off.
- Four weeks of paid parental leave.
- Birthday PTO.
- Paid volunteer hours.
- Degree assistance up to $5,000 per year.
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What This Job Offers
Job Type
Full-time
