Role: The Retail Training and Development Specialist delivers in-person training across all branches, focusing on systems, service standards, and operational policies. This role supports learning programs, coaches' frontline staff, and partners with leadership to drive performance and elevate the member experience. Essential Functions & Responsibilities: 40% Travel to retail branches as needed to facilitate in-person training sessions for employees at all levels. Lead instruction on point-of-sale systems, software tools, Credit Union history, operational policies, and service standards. Ensure all training aligns with the employee handbook and reflects the expectations of a high-performing, member-focused retail environment. 25% Create training initiatives that strengthen employee performance in customer service, sales, operational excellence, and leadership. Collaborate with branch managers and department leaders to tailor content to specific branch needs, performance gaps, and growth opportunities. 15% Act as a hands-on mentor during branch visits, offering one-on-one coaching to frontline staff. Reinforce practical skills, model service excellence, and foster a culture of continuous learning, accountability, and professional growth. 10% Evaluate employee development through direct observation, assessments, and feedback from branch leadership. Analyze training effectiveness and recommend enhancements to ensure programs remain relevant and impactful across the retail network. 5% Assist with onboarding new retail staff and contribute to special projects and strategic initiatives that elevate the member experience and strengthen branch performance. 5% Other duties as assigned. Performance Measurements: Must comply with government and other regulations affecting the credit union industry including, but not limited to, OFAC and the Bank Secrecy Act. Meets or exceeds performance expectations as described in Essential Functions and Responsibilities. Please refer to Annual Performance Goal document for remaining Performance Measurements. Knowledge and Skills: Experience Three years to five years of similar or related experience. Education A two-year college degree or completion of a specialized course of study at a business or trade school. Interpersonal Skills Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Other Skills Effective relational, collaborative, and communication skills adaptable for all levels of the organization. Strong Written Communication Skills Required. Must write clearly and informatively; Edit work for spelling and grammar; Vary writing style to meet needs and audience; Present numerical data effectively. Excellent organizational and editing skills; typing skills utilizing Word at or above the 75 percentile in speed and 90th percentile in accuracy. Advanced Microsoft Excel, Word and Outlook skills level. Technical writing and presentation skills must be strong. Skill and ability to use and operate a keyboard (typewriter), computer, calculator, fax machine, copier and telephone. Skill and ability to read and understand financial statements, contracts, applications, computer printouts, manuals and other related materials Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle controls; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Work Environment Work is performed indoors in an office environment with normal potential for exposure to safety and health hazards. May periodically travel to other, similar sites. The noise level in the work environment is usually moderate. This Job Description is not a complete statement of all duties and responsibilities comprising the position.
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Number of Employees
101-250 employees