Branch Services Training Specialist, Chelmsford, MA, Full-Time

Schedule

Monday - Friday 8-5 (40 hours)

What You'll Do

Summary/Objective:

Service is an integral part of DCU living its vision and achieving our mission. DCU Nation simply wouldn't exist without service. We pride ourselves in the service we provide to our members, our internal customers, and our co-workers. All DCU employees will provide Service Excellence, "the DCU Way", incorporating the Guiding Principles of DCU's culture:

• People come first

• Do the right thing

• Make a difference

This position is responsible for developing and delivering instructor-led training to Branch Services employees and coaching them to effectively use what they are learning. Training covers many topics, including DCU's culture, service excellence, services, and systems.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Participate in the development of facilitator-led training programs specific for Branch Services for both groups and individuals in partnership with the department and Branch Services Training Manager.
• Facilitate in-person and online interactive learning for both groups and individuals in partnership with the Branch Services Training Specialists team.
• Assist to implement, execute, and maintain all aspects of the n-Branch Coach (IBC) program including holding of quarterly meetings, training and on-boarding of IBCs, and offering consistent feedback to the IBCs on their coaching with the new hires in partnership with the Branch Services Training Manager.
• Evaluate new hire comprehension and application and make necessary recommendations throughout the new hire
• Coach new hires and provide appropriate reinforcement of learning
• Acts as a role model for trainees, demonstrating appropriate dress, good work habits, a positive outlook, a commitment to providing outstanding member service, and a strong desire to contribute to the Credit Union's success and goals.

• Acts as an additional resource for branch services employees regarding policies, procedures, regulations, with transaction processing, and reference materials/job-aids.
• Ensure training materials are comprehensive and clearly convey information and concepts, enhance the learning process and update and revise as necessary.
• Participate in various learning programs and projects as requested by Branch
• Maintain a working knowledge of current training concepts and technologies and make recommendations To maintain such a level of working knowledge, will be required to work routine shifts for teller or member service on a periodic basis in the branches.
• Recognize and share opportunities for alignment of procedures and processes among branch services with the Branch Services Training Specialist team and manager.
• Collaborate with Branch Services Training manager, branch services leadership teams, Info Center Training Specialist, and IBCs to diagnosis training needs and develop appropriate interventions.
• Deliver learning modules to employees using a variety of instructional
• Design and create training manuals, online learning modules, and course
• Attends training seminars to provide a superior training
• Perform other job-related duties as assigned by Managers(s).

What You'll Need

• BA degree in Education, Business Administration, Organization Development, or a relevant field preferred
• 1-2 years of experience in facilitating and developing adult learning content or education role or equivalent

• Branch Services experience; currently employed as MSR, Branch Team Leader, or equivalent in Branch Services
• Demonstrate proficiency of all skills associated with teller, MSR, and management branch services positions as well as a thorough knowledge of understanding credit union policies, procedures, products, and services.
• Demonstrate supervisory and leadership skills including the ability to exercise good judgement in the decision-making process.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Proficiency in eLearning development software
• Excellent written, verbal, interpersonal and presentation skills
• Ability to present topics in an understandable way, utilizing adult learning
• Extensive knowledge of DCU products and services
• Extensive knowledge of DCU Branch Services procedures and systems
• Strong organizational skills with attention to detail
• Ability to manage multiple priorities and work

What We Do

DCU is the largest credit union headquartered in New England - serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.