Senior Branch Administration Training Specialist

Jeanne D Arc Credit Union•Lowell, MA

About The Position

As a Senior Branch Administration Training Specialist, you’ll work under the leadership of the VP Branch Administration to lead the strategy, design, execution, and continuous improvement of branch training programs across the Credit Union. This position serves as the primary subject‑matter expert and enterprise training authority for branch operations, ensuring consistent execution of operational standards, regulatory compliance, and exceptional member service across all locations. This individual independently develops and delivers complex training initiatives for Tellers, Member Service Representatives (MSRs), Assistant Branch Managers (ABMs), and Branch Officers, while also acting as a strategic advisor to Branch Administration leadership and Human Resources. These programs are delivered through multiple channels, including in-person instruction, virtual platforms, refresher sessions and on-the-job training. The role requires strong judgment, deep operational expertise, and the ability to influence outcomes across multiple branches without direct authority. The position works across all the Credit Union’s branch locations including its other operational sites, and plays a critical role in supporting organizational readiness, talent development, and operational excellence.

Requirements

Five (5) or more years of progressive retail banking experience required, with demonstrated expertise in branch operations, products, compliance, and member service. Prior experience designing and delivering training programs, coaching employees, or serving in a senior operational or leadership role is strongly preferred.
Bachelor's degree required or an equivalent combination of education and experience.
Demonstrates ability to operate independently with sound judgment and minimal supervision. Proven ability to influence, advise, and partner with leaders at all levels of the organization. Exceptional written and verbal communication skills, including confident facilitation in both in‑person and virtual environments. Ability to present complex information clearly and effectively, adapt to diverse learning styles, and foster inclusive, engaging learning environments. High degree of professionalism, discretion, diplomacy, and confidentiality. Bilingual in English and Spanish is a plus.
Advanced proficiency in Microsoft Office and business applications; ability to learn master core systems and other related branch software are required. Ability to work collaboratively with team members and other areas of the credit union to foster a learning environment. Strong organizational, analytical, and time‑management skills with the ability to manage multiple initiatives simultaneously. Practical instructional design expertise strongly preferred. Read, analyze, and interpret federal and state regulations, general business periodicals, professional journals, operating and maintenance instructions, technical procedures, or business contracts. Write reports, business correspondence, and procedure manuals. Calculate amounts and figures such as fractions, percentages, ratios, and proportions. Ability to stand, sit, walk, reach, and lift up to 25 lbs. regularly.

Nice To Haves

Prior experience designing and delivering training programs, coaching employees, or serving in a senior operational or leadership role is strongly preferred.
Bilingual in English and Spanish is a plus.
Practical instructional design expertise strongly preferred.

Responsibilities

Can perform all essential functions & responsibilities, knowledge and skills of the Branch Administration Training Specialist
Independently leads the full lifecycle of branch training strategy, including needs assessment, instructional design, facilitation, evaluation, and continuous improvement for new hires and existing branch employees
Designs and conducts advanced new‑hire training programs that ensure mastery of products, services, systems, regulatory requirements, and job‑specific competencies, preparing employees for independent and confident branch operations
Owns and continuously enhance branch training standards and materials, ensuring all content remains current, accurate, compliant, and reflective of evolving regulations, systems, and operational practices
Partners with Human Resources manage and optimize learning platforms including BVS, CUNA Training Bundle, Sales CU, ScreenSteps, and other tools. Independently assign, track, assess, and evaluate coursework to support onboarding, compliance, and ongoing professional development
Collaborates with peers and leaders across the Credit Union and participates in department or organization-level projects
Evaluates training effectiveness and employee readiness through formal assessments, observation, and performance metrics. Deliver clear, actionable feedback and recommendations to leadership regarding employee preparedness, development needs, and training outcomes
Acts as a senior subject‑matter expert by periodically assuming the role of Senior Member Service Representative or other frontline functions as directed, ensuring training content remains grounded in current branch practices and member expectations
Provides mentorship and guidance to branch leaders and peers on training best practices, coaching techniques, and operational consistency
Performs other job-related duties as assigned