Member Contact Center Training Specialist

Description

Jeanne D’Arc Credit Union offers competitive wages, excellent benefits, a pleasant working environment, and career growth and advancement opportunities. We count on our valued workforce to be professional, provide exceptional member service, and help our members make smart financial choices.

Join our team as a Member Contact Center Training Specialist, where under the Vice President - Member Contact Center you will create and deliver a range of training and development programs via multiple channels, including instructor-led, virtual, and on-the-job specific to the Member Contact Center.

Essential Functions & Responsibilities:

• Coordinates, prepares, and conducts new hire training sessions emphasizing products and services, internal systems, compliance requirements, and job-related skills. Partners with the VP - Member Contact Center, AVP Inbound Contact, AVP Outbound & Digital Contact, and their corresponding assistant managers and supervisors to ensure effective onboarding of new hires.
• Assists in developing and co-facilitating training programs for existing team members to enhance member service interactions and improve problem-solving skills. Supports the creation of training materials, conducts training sessions, and provides ongoing coaching to ensure continuous improvement in service quality.
• Assumes the role of Member Service Representative, Digital Contact Representative, and/ or Outbound Contact Representative as needed.
• Updates, maintains, and regularly reviews procedures specific to the Member Contact Center to ensure they remain accurate, up-to-date, and aligned with organizational policies.
• Identifies opportunities for process improvements, collaborates with key stakeholders to implement changes, and communicates updates effectively to ensure consistency and compliance across the team.
• Collaborates with peers across the Credit Union and participates in department or organization-level projects.
• Performs other job-related duties as assigned.

Qualifications

Experience:

One year to three years of similar or related experience. Previous retail banking experience preferred

Education:

High school diploma or equivalent required or an equivalent combination of education and experience

Interpersonal Skills:

Position requires significant contact with others inside and outside the Credit Union, thus requiring a high degree of confidentiality, discretion, diplomacy, and tact in communication. Builds relationships and fosters positive interactions with Credit Union team members, members, and vendors by demonstrating friendly, helpful, and efficient service. Excellent written and verbal communication skills are required, including presenting confidently to team members at all levels of the Credit Union, one-on-one or in group settings, both in-person and virtually. Presents poised, professional, and confident in front of an audience, large and small. Must have the ability to educate on products, services, and regulations, explain or interpret guidelines and instructions or elicit interpretations or opinions, and engage and accommodate diverse learning styles to create an inclusive and conducive learning environment for success. Active listening, positive body language and tone, patience, and sound judgment are required. Bilingual in English and Spanish is a plus.

Other Skills:

Proficiency with Microsoft Office, business applications, and the ability to learn the core system and other related software are required. Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work independently and as part of a collaborative team. Must be highly motivated, detail-oriented, organized, skillful with time management, and efficient with multitasking. Practical instructional design skills are a plus. This position requires standing, sitting, walking, reaching, and lifting to 25 lbs. regularly.

Salary : $22 - $32