Retail Learning Specialist

Georgia's Own Credit Union•Atlanta, GA

5d•Hybrid

About The Position

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today. This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office. SUMMARY: The Retail Learning Specialist is responsible for training employees on technical, operational, and soft skills programs, focusing on all areas including product implementation and changes, policy and procedures, compliance requirements, and related sales and service initiatives. This role requires deep expertise in credit union branch operations and member-facing interactions, with the ability to transfer that knowledge effectively to trainees. This position is hybrid, working at both the Main Office and branch locations. It is not a remote role. Training speed and structure will be based on the learner’s intake of knowledge and progress rather than a fixed cadence. The Retail Learning Specialist must be able to meet trainees where they are, adapting methods and environments to ensure successful knowledge transfer. The audience for training includes Area Service Managers (ASM), Community Sales Managers (CSM), Universal Bankers, Member Services Representatives, and Virtual Universal Bankers. The Retail Learning Specialist must have comprehensive knowledge of all branch and member services technology.

Requirements

Bachelor’s degree in Business, Communications, Human Resources, Adult Education or related field; minimum of 5 years related experience; or equivalent combination of education and experience.
2+ years experience in frontline services role(s) at a financial institution (e.g., teller, call center representative, Universal Banker, Member Service Representative, etc.)
Comprehensive knowledge of all branch and member services technology is required.
Strong ability to present information in a clear, concise, and confident manner.
Proven coaching skills.
Strong work ethic; organized, self-sufficient, motivated and able to work independently and as part of team; ability to manage multiple individual tasks simultaneously.
Must have excellent communication skills, both written and verbal.
Strong analytical skills and attention to detail.
Proficient in Microsoft Office Suite and Outlook.
Must have critical thinking skills.
Demonstrated problem-solving ability and consistent, logical and effective decision-making.
Self-motivated and confident with ability to work independently and/or with limited direction, as well as cooperatively in a team environment, while consistently demonstrating collaborative, respectful and productive work habits.
Required Travel: Regular travel to branches when classes are not occurring; some overnight stays required.

Nice To Haves

Training certification preferred.
Learning Management System (LMS) experience preferred.

Responsibilities

Delivers and trains employees through new and existing learning programs, ensuring knowledge transfer for onboarding and ongoing development.
Assists in the design, development, and maintenance of training solutions for various mediums (instructor-led, eLearning, blended learning), including course materials such as handouts, job aids, participant guides, practice activities, and assessments.
Maintains a working knowledge of regulatory and corporate policies, guidelines, and procedures, as well as credit union products & services; continually monitors training programs for effectiveness and adjusts materials as needed.
Works collaboratively with leaders, department managers, and front-line employees to identify training and performance improvement needs.
Partners with subject matter experts to develop content aimed at classroom and onboarding training.
Conducts training follow-up and evaluates learner job performance to ensure knowledge transfer.
Spends time in branches to observe and understand member-facing roles; travels to branches when classes are not occurring, including overnight stays as needed.
Annual requirement to work in or directly job shadow in each role they train (including Universal Banker, and Member Service Representative) for a minimum of one week per role.
Ensures training incorporates both sales strategies and product knowledge, not just operational steps.
Adapts training speed and delivery to the learner’s progress and needs, rather than following a rigid schedule.
Maintains relationships with existing vendors to provide specific or additional training for employees as needed or requested.
Leads, participates, and contributes to meetings with employees, internal partners, and other departments.
Evaluates actions to determine effectiveness of training.
Assists on special training projects as assigned and credit union initiatives as needed/required.
Stays up-to-date on adult learning techniques, tools, and delivery methods.
Complies with policies and procedures and understands changes in regulatory requirements, with particular attention to the Bank Secrecy Act, Patriot Act, and robbery procedures.
Conducts administrative functions of the Learning Management Systems.
Maintains a comprehensive understanding of organizational initiatives, operational focus, and strategic priorities.
Maintains the highest level of confidentiality regarding all sensitive, confidential, and proprietary credit union information.