POSITION TITLE : Member Experience Training & Strategy Specialist
DEPARTMENT : Member Experience
CLASSIFICATION : Exempt
APPROVED BY : CEO
WAGE GRADE : 10
REPORTING RELATIONSHIPS
POSITION REPORTS TO : Chief Operations Officer
POSITIONS SUPERVISED : None
POSITION PURPOSE
Directs and oversees the activities of the team and resources to ensure efficient and effective training initiatives. Responsible for planning, developing, and implementing training activities throughout 4Front's communication center and Branch operations. Identifies training needs and designs support materials including audio-visual aids, assessments, procedures, process improvement updates, job-aids, workbooks, and scripts to pro-actively address training and development needs. Ensures Branch team members, DSR, CCS and Support team members have the training tools they need to provide excellent member service, act as first point of contact for problem resolution, de-escalation, account research and member education. Assists in evaluating the effectiveness of training programs, employee assessments, knowledge, employee performance and communicates recommendations for additional training and coaching opportunities to management. Identifies resource and technology needs to strategically align with 4Front's objectives and goals. Actively participates in Branch operations and Communication Center leadership and team meetings to ensure key training and development initiatives are communicated and represented in department activities and enhancements.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Assumes responsibility for developing and maintaining Branch and CC related training material, content and resources.
- Responsible for ensuring the applicable training resources are accurate, relevant and easily accessible.
- Participates in planning sessions for training course offerings and works with Branch, CC leadership and L & D to facilitate training offerings.
- Designs and develops training procedures, programs and assessments. Prepares audio-visual job aids, training manuals, scripts, newsletters, huddles, FAQ's, and other resources to further aid the department's knowledge and development. Responsible to ensure information in Intranet Connections is easily accessible and accurate.
- Facilitates training sessions to ensure 4Front team members are effective in their respective positions. Builds and directs Branch and CC Onboarding, on-the-job training programs, coaching and virtual learning activities and assessments, as necessary.
- Assists with identifying and communicating department budget and technology needs especially as it pertains to process improvement, ongoing training and development initiatives.
- Responsible for composing, communicating and overseeing the Branch and CC Resources library (Intranet Connections) to ensure accurate, relevant, and easily accessible resources.
- Completes training initiatives in accordance with established programs and procedures.
Responsible for facilitating effective training and development sessions for Branch and CC team members.
Ensures team members are well trained and effective in their respective positions. Ensures Branch, CC, DSR and Support on-boarding, on-the-job training programs, and in-service activities are effective and role-appropriate.Maintains the Branch and CC Resources library and related audio-visual equipment to ensure relevance, accessibility and functionality.Directs, supports and collaborates with L & D on coordinating, scheduling and assessment of training initiatives.Facilitates learning and development opportunities to peer departments / teams, as required.Assumes responsibility for ensuring that professional business relations exist with volunteers, vendors, and trade professionals.
Represents 4Front in contacts with consultants, peers and business partner professionals.Professionally represent 4Front in communications and interactions with consultants, peers and business partner professionals.Ensures requests, questions, and problems are courteously and professionally resolved. Ensures communications are accurate, concise, efficient and effective.Ensures 4Front's professional reputation and brand is maintained both internally and externally.Assumes responsibility for establishing and maintaining effective communication, collaboration and coordination with 4Front personnel and leadership.
Assists and informs personnel as needed.Keeps management well informed of training activities, coaching opportunities and of any significant concerns.Completes required reports, records, assessments and other documentation in an accurate and timely manner.Attends and participates in meetings and committees as required.Assumes responsibility for related duties as required or assigned.
Stays current on Branch, call center and remote teller technology, procedures, opportunities, and compliance requirements.Ensures work area is clean, secure, and well maintained.Assumes other related duties as assigned.Complies with the Gramm-Leach Bliley Act and the Credit Union's Information Security program, maintaining the privacy and security of information, systems and locationsPERFORMANCE MEASUREMENTS
Training goals are established and executed to effectively meet the member needs of Branch operations and communication center capacity. Staff is knowledgeable and competent in respective job functions, technology and products and services. Training needs are effectively identified and met and translate to member service excellence, effort and experience.Training resources are well developed, accurate, relevant and easily accessible.Training activities are well coordinated with departments. Support is provided as required.Training procedures are regularly reviewed and modified as needed. New training curriculum, resources are developed and implemented as needed.Professional business relations exist with community, peers and external trade contacts.Management is appropriately informed of area activities and of any significant concerns.Good working relationships, DEI and collaborative initiatives exist with credit union personnel.QUALIFICATIONS
EDUCATION / CERTIFICATION :
Bachelor's degree or equivalent experience in learning and development, education or organizational culture and development preferred.REQUIRED KNOWLEDGE :
Understanding of products and services available at 4FrontKnowledge of systems, technology and training resources.EXPERIENCE REQUIRED :
Two to four years of experience in Branch operations, call center, and / or training and development.SKILLS / ABILITIES :
Strong leadership skills.Ability to plan, develop, and implement curriculum.Well organized.Outstanding verbal presentation skills and ability to create impactful presentations including compelling data visualizations.Representation on project teams impacting Branch and call center.Support execution of strategic initiatives via preparation of standards, playbooks, toolkits, job aids, etc.Exceptional written and verbal communications skills.Able to meet deadlines.Able to operate computer applications, and other basic business equipment.Able to use PC, projector, and other basic business machines.Proficiency in Microsoft Office Software products (Word, Excel, PowerPoint and Outlook) and Adobe required.PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
TALKING :
Especially where one must frequently convey detailed or important instructions or ideas accurately, 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 machinery.PHYSICAL STRENGTH :
Sedentary work; sitting most of the time. Exerts up to 50 lbs. of force occasionally. (Almost all office jobs.)WORKING CONDITIONS :
Travel within Credit Union footprint to facilitate and support training as needed.MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY :
Ability to deal with a variety of variables under only limited standardization.Able to interpret various instructions.MATHEMATICS ABILITY :
Ability to perform basic math skills, use decimals to compute ratios and percentages, and to draw and interpret graphs.LANGUAGE ABILITY :
Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias.Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.Ability to conduct training, communicate at panel discussions and to make professional presentations.INTENT AND FUNCTION OF JOB DESCRIPTIONS
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