Training & Development Specialist

Partnership Financial Credit Union•Morton Grove, IL

3d•Onsite

About The Position

The Training & Development Specialist is responsible for improving the overall employee effectiveness and performance through the application of individual and group training techniques and programs, consistent with the Credit Union's organizational priorities. This position is responsible for developing and implementing comprehensive training programs for new hires and existing staff, creating engaging training materials across multiple platforms and maintaining all training documentation. The Training & Development Specialist serves as the organization's technical expert and primary resource for all software systems, while collaborating with leadership to identify training needs and measure effectiveness. The Training & Development Specialist works under the supervision and direction of the Director of Member Experience and has no direct reports. S/he interacts with other members of management to coordinate the training and cross training across all departments within the Credit Union. Coordinates and conducts staff training classes, ensures all required compliance training is completed timely and properly documented. Conducts new employee training sessions and on-the-job training, including use of software and technology; conducts training in marketing techniques. Handles all onboarding of new employees. Develop and deliver MSR, FSR and all front line retail training for teller operations, member service protocols and performance standards encompassing both operations expectations and technical competencies. Provide ongoing education to current staff on newly launched products and services, as well as revisions to policies and procedures. Formulates training outline and determines instructional methods, utilizing individual training, group instructions, demonstrations and workshops. Select and/or develop training aids such as handbooks, visual aids and tutorials. Evaluates and assists in designing training manuals and related materials, training classes, and training procedures. Maintain and regularly update Core Training materials to ensure accuracy and relevance. Design and produce training resources such as FAQ documents for product and service rollouts. Tracks the progress of trainees through routine tests, observation and feedback from supervisors. Evaluates and improves upon the effectiveness of current training. Trains and cross trains department staff on all credit union products as needed. Develop expert-level proficiency in all credit union software systems and serve as the primary resource for staff on system functionality and beset practices. Excellent Leadership skills and a passion for the delivery of service excellence, teaching and inspiring teams to deliver a world class member experience. A champion of the member experience across all user interactions, interfaces, and a focus on delivering simple and seamless digital solutions through omni-channel offerings. Monitors adherence to all policies, regulations, and service level standards. Provides monthly reports encompassing each of these items to the Director of Member Experience. Contribute to the research, planning and implementation of new product offerings. Assists in the development of new products, policies, and technology changes. Ensure proper quality control measures are in place and actively review those activities and results. Ensure that all regulatory changes or additions are implemented in the department on time and that all staff members are properly trained. Performs other duties as required.

Requirements

Bachelor's degree, finance or business major preferred. Related field or equivalent job-related experience providing the necessary knowledge, skills, and abilities to successfully perform the responsibilities of the role.
Minimum of 3-5 years related experience at a credit union, bank, or other financial institution.
Knowledge of training development, procedure creation, customer service principles, and financial services compliance requirements.
Excellent problem-solving, organizational, analytical, verbal, and written communication skills.
Strong decision making and time management skills with the ability to manage multiple projects/duties.
Results driven, service and goal oriented, self-motivated, and able to work independently.
Trustworthy with the ability to maintain highest level of integrity and trust.
Proficiency in all Core and Lending applications to include member applications, proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint.
Ability to work in a multi-application environment.
Must be flexible regarding work schedule as evening hours may be necessary at times.
Travel required to all PFCU offices locations as the business needs dictate.

Nice To Haves

Prior experience with our core system, CU Answers preferred.

Responsibilities

Improving the overall employee effectiveness and performance through the application of individual and group training techniques and programs
Developing and implementing comprehensive training programs for new hires and existing staff
Creating engaging training materials across multiple platforms
Maintaining all training documentation
Serving as the organization's technical expert and primary resource for all software systems
Collaborating with leadership to identify training needs and measure effectiveness
Coordinating and conducting staff training classes
Ensuring all required compliance training is completed timely and properly documented
Conducting new employee training sessions and on-the-job training, including use of software and technology
Conducting training in marketing techniques
Handling all onboarding of new employees
Developing and delivering MSR, FSR and all front line retail training for teller operations, member service protocols and performance standards encompassing both operations expectations and technical competencies
Providing ongoing education to current staff on newly launched products and services, as well as revisions to policies and procedures
Formulating training outline and determines instructional methods, utilizing individual training, group instructions, demonstrations and workshops
Selecting and/or develop training aids such as handbooks, visual aids and tutorials
Evaluating and assisting in designing training manuals and related materials, training classes, and training procedures
Maintaining and regularly update Core Training materials to ensure accuracy and relevance
Designing and produce training resources such as FAQ documents for product and service rollouts
Tracking the progress of trainees through routine tests, observation and feedback from supervisors
Evaluating and improves upon the effectiveness of current training
Training and cross trains department staff on all credit union products as needed
Developing expert-level proficiency in all credit union software systems and serve as the primary resource for staff on system functionality and beset practices
Monitoring adherence to all policies, regulations, and service level standards
Providing monthly reports encompassing each of these items to the Director of Member Experience
Contributing to the research, planning and implementation of new product offerings
Assisting in the development of new products, policies, and technology changes
Ensuring proper quality control measures are in place and actively review those activities and results
Ensuring that all regulatory changes or additions are implemented in the department on time and that all staff members are properly trained
Performing other duties as required