Training & Recruiting Professional

Northern Credit Union•Watertown, NY

1d•Hybrid

About The Position

Through Ownership Pride and using Hungry and People Smart Virtues, the Career Development and Owner Engagement Professional collaborates with leaders and their team to develop and coordinate learning opportunities that are designed to increase knowledge, skills, and abilities to help internal owners reach their fullest potential and inspire commitment to achieving goals and objectives. This professional takes ownership of recruiting, onboarding, career development and member engagement activities. They ensure quality through recruiting efforts and partner on career goals with the Career Development and Owner Engagement leadership team for Northern Internal Owners. Additionally, they are committed to “World Class Relationship” building and developing soft skills to meet and exceed member expectations. This professional streamlines processes for efficiency and success, aligning with Northern's mission, vision, and strategic direction.

Requirements

A 2-year college degree or completion of a specialized course of study at a business or trade school requiring approximately 64 credit hours.
6 months to 2 years of similar or related experience, including preparatory experience.
The incumbent must be a persuasive communicator with excellent command of verbal and written presentations.
The ability to effectively develop and motivate people in one-on-one and in small group situations is essential.
Demonstration of the ability to connect quickly with people in an outgoing, friendly manner is required.
Ability to overcome obstacles and objections.
A significant level of diplomacy and the highest degree of professionalism is required with a proven ability to work under pressure and remain calm in tense situations with both internal and external members.
Ability to complete work quickly and accurately while achieving effective results in a fast-paced environment.
Ability to prioritize a wide range of responsibilities, handle multiple tasks and projects accurately and completely while meeting conflicting deadlines.
Ability to read, interpret, understand, and discuss documents such as policies, job descriptions, job ads, resumes and applicable regulations.
Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
Must adapt well to new or non-traditional environments and the changing needs of the organization as well as display a commitment to the community, to increasing member engagement and to Northern’s objectives.
The job requires exceptional creative problem-solving abilities, strong organizational skills, and the regular exercise of sound, independent judgment.
A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs.
Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Talking: Especially where one must frequently convey detailed or important Instructions or ideasaccurately, loudly, or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate office equipment.
Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data, establish facts and draw conclusions. Able to interpret a variety of technical instructions and can deal with multiple variables.
Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; and ratio, proportion, and percentage. Able to perform very simple algebra.
Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ability to prepare materials using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Ability to communicate at panel discussions and make professional presentations.

Nice To Haves

Occasionally lift and carry items weighing approximately 30lbs.

Responsibilities

Effectively serves as a role model and demonstrates individual commitment to Northern’s Ownership philosophy by: Exhibiting high energy, a positive attitude, creativity, and passion for member service. Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally. Engaging in the recommendation, research, development, and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service. Keeping open communication alive by inspiring owner participation in teams, listening to owner ideas, holding meetings, and publishing regular announcements. Seize opportunities to build or enhance member relationships and contribute to their financial well-being.
Effectively develops, executes, and fosters relationships with key partners, building a foundation for success with ongoing recruiting efforts by: Communicating with hiring leaders and candidates throughout the recruiting process and implementing appropriate steps including candidate screening, providing recommendations, applicable testing, interview coordination and follow-up. Reviewing and recommending candidates who show Ideal Player attributes: Humble, Hungry, and People Smart. Collaborating with Human Resources Team to review job descriptions to ensure they are current and leveraging various resources to post open positions.Maintaining all pertinent candidate and interview data, including inquiries and contacts with applicants Ensuring accurate reporting of candidates within Northern's Applicant Tracking System. Seeking networking opportunities and fostering relationships with industry and college contacts, association memberships, trade groups, internal owners, and career fairs while increasing awareness of Northern to continue to build future candidate pools, opportunities for Summer Casual candidates, and Interns. Promoting, educating, and communicating with Internal Owners on the candidate incentive referral program and sharing updates with hiring leaders for consideration. Upon the successful hire of a candidate with an Internal Owner referral, following-up with the Human Resources department and ensuring completion of the referral incentive. Analyzing reports thoroughly and collaborating with Career Development and Owner Engagement leadership to ensure accurate maintenance of all recruitment records, in adherence to established Credit Union Policies and state/federal regulations. Providing mentorship and training to team members on effectively delivering candidate phone screenings, candidate recommendations, and other essential recruiting activities. Regularly providing updates to Career Development and Owner Engagement leadership on the measurable impact and effectiveness of recruitment outreach initiatives, demonstrating a return on investment. Assisting Career Development and Owner Engagement Director with research and providing recommendations for new recruiting outreach strategies and partnerships to ensure compliance with recruiting goals.
Through Ownership pride, in partnership with leaders, effectively enhances the overall onboarding experience by enhancing training programs for all Internal Owners by: Delivering the onboarding program and ensuring internal owners are well informed of Northern’s processes, policies, and programs. Ensuring all onboarding records are maintained in accordance with established Credit Union policies and state and federal regulations. Ensuring overall success for efficient communication and coordination with internal owners and leaders throughout the onboarding process. Leveraging knowledge and skills of training and development programs inside and outside the classroom to recommend training needs to support Northern’s objectives for outstanding member service, referral productivity, and team development. Collaborating with the department leadership to develop long and short-term goals for the department by identifying skills or knowledge gaps that need to be addressed and resolved. Being knowledgeable of effective education principles and tracking new training methods and techniques to enhance Northern’s overall training program. Managing the administration of Northern's Learning Management Systems to track utilization, provide comprehensive reporting and make recommendations to leadership and internal owners for implementing and enhancing onboarding development plans. Collaborating with department leadership to conduct thorough needs assessments, analyze feedback, and provide actionable recommendations for enhancing onboarding programs to achieve organizational goals. Partnering with department leadership and subject matter experts to develop innovative onboarding programs for new hires. Partnering with Career Development and Owner Engagement leadership in creating tailored leadership onboarding plans that focuses on Northern’s culture and leadership expectations. Designing new assessments implemented for various teams to evaluate performance and provide reporting and recommendations on the assessment results.
Effectively ensures overall success of Internal Owners through development and performance coaching by: Assisting with measurement of readiness, to ensure internal owners are well equipped and highly efficient in fulfilling their responsibilities to support members’ needs connected to member conversations and relationship growth with a consultative approach. Engaging with internal owners after completion of journey specific schools, such as New Accounts and Lending, through touchpoints, observation, and feedback to support retention and application of material covered in sessions. Providing individualized coaching and support to internal owners to strengthen their knowledge, skills and achieve their career goals. Partnering with department leaders to organize scorecards and dashboards that measure success of individual team members and departments. Maintaining regular communication with department leadership by providing timely updates on feedback provided and any significant concerns. Assessing instructional effectiveness and creating metrics and tools to measure return on investment following completion of training and progress of individuals. Summarizing evaluation reports determining the impact of training on internal owner performance and development as well as how it affects Northern’s core mission, vision, and values. Assisting department leaders in developing teams across the organization to ask for business in a way designed to achieve excellence in relationship building. Acting as a liaison and providing support for all internal owners related to each department’s initiatives, processes, and procedures. Maintaining Northern’s performance management system to ensure all training and development information is up-to-date, efficiently assigned, completed and results and feedback are captured and prepared for reporting to department leadership. Maintaining awareness of department goals, coordinating assistance and scheduling department priorities In partnership with Career Development and Owner Engagement leadership, develop project plans to drive team initiatives to ensure success, while considering impact to member experience. Ensuring utilization of Northern's performance management program by creating new templates and resources for development plans and internal owner SMART goals that cater to specific complex training needs. Proactively creating a communication program for all available and upcoming training opportunities and ensuring the delivery for scheduling and enrollment is efficient and effective for the target groups. Acting as point of contact for learning management systems’ contacts, and other professional training resources, with a focus on troubleshooting and assisting with new and unique training programs and content. Assisting Career Development and Owner Engagement leadership in establishing and managing more complex, higher impact, or cross-department project plans, including action steps, phases, milestones, and resources for success, that drive team initiatives, while considering impact to all areas of the Credit Union relative to member experience and business growth through multiple channels.
Efficiently collaborate with teams to enhance Owner Engagement by: Staying up to date with industry trends and best practices in member engagement to ensure Northern remains competitive and member centric. Observing role modeling, and reporting on relationship building indicators, such as asking for the business, presenting professionalism, and demonstrating empathy. Monitoring member interactions to identify trends in member journey. Collaborating with cross-functional teams to gather insights and advocate for member needs and preferences. Providing knowledge, resources, and support to internal owners, guiding them through processes and troubleshooting any issues they may encounter. Analyzing data to identify trends, opportunities, and areas for improvement in member journey. Evaluating in partnership with CDOE leadership, through journey mapping, opportunities to increase member engagement by focusing on continuous improvement to ensure effectiveness, efficiency, and consistency. Based on observations, partner with department leaders for a round table approach to meet member expectations. Acting as a mentor for the CDOE team around engaging conversations
Effectively ensures service aligns with “World Class Relationship” building standards, as well as quality and accuracy of team operations in accordance with Northern’s practices, procedures, and guidelines by: Observing and documenting the member experience related to Northern products and services to identify gaps and provide recommendations to improve the member experience, internally and externally. Conducting member surveys including follow ups, when needed, with members relative to their experience. Proactively handling member complaints with proper documentation and coordinating follow up to resolve the situation. Modeling and upholding a Northern experience guided by a consistent flow between all teams that includes reviewing, creating, and/or recommending revisions to policies and procedures for member services, referral programs and product and service program participation while ensuring changes are effectively communicated and trained to internal owners. Identifying and recommending efficiencies that improve service delivery and operations to ensure teams are upholding Northern's Standard of Excellence. Partnering with Quality Control and sharing with applicable departments to improve service delivery and operations of member impacting teams. Partnering with leadership and sharing progress reports, trends, and practices that improve member engagement and the overall member experience. Analyzing member feedback and reporting trends along with recommendations to CDOE leadership that will lead to quality reviews, improved performance, and member satisfaction. Actively engaging in research and implementation along with CDOE leadership on survey and vendor platforms to incorporate team collaboration and enhance member experience. Serving as a resource for best practices for feedback and member experience development. Analyzing various touchpoints to ensure consistency among member experiences.
Through Ownership Pride, promotes Northern's Core Values throughout the organization. Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations. Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis. Identifies and participates in educational programs such as online training resources, schools and/or conferences to continually develop greater knowledge and expertise in state and federal regulations. Adheres to the philosophy and mission of the Credit Union while providing informed, prompt, professional and accurate communication, service and support to all members and internal owners. Adheres to the philosophy and mission of the Credit Union in actions and communications. Takes initiative for personal career development and seeks opportunities to learn new skills. Obtains, maintains, and applies a thorough working knowledge of credit union history and philosophy, regulations, and policies and procedures of the credit union as well as all other credit union products and services and delivery channels. Obtains, maintains, applies, and expands a detailed knowledge of Credit Union products, services, policies, and guidelines as well as state and federal regulations pertaining to member service functions. Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration and improve efficiencies. Reports all suspected fraud activity immediately to the appropriate team. Telecommuting work environment combined with regular travel to relationship center locations to follow up with internal owners on training and development progress. Saturday and overtime hours may be worked on an as-needed basis. Performs all other duties as they pertain to this position.