Member Service Training Specialist

In this role you will have the opportunity to work with dynamic training team to ehance the competencies of Member Service teams by designing and conducting training sessions that boost employees’ performance in alignment with UNFCU’s service standards and core values. Responsible for performing training needs assessments, designing and delivering curriculum and learning materials, and managing all phases of training interventions.

• Design courses that meet or exceed minimum content standards, and comply with layout standards.
• Encourage complex thinking, participation and discussion by trainees.
• Quickly identify and address problems with course content or technology.
• Participate actively in course discussions, ensuring that all trainees are participating and interacting with one another. Use this opportunity to shape discussion, call attention to other approaches, and answer specific questions raised by trainees.
• Respond to written assignments with personalized comments.
• Maintain a list of suggested course improvements and communicate proposed improvements to the MDS Experience management team.
• Conduct training for Member Service call center teams and communicate results to MDS Experience management team.
• Remain current on new policies/procedures, operational changes, system enhancements and new products and services.
• Perform QA monitoring to gather information on possible training needs.

• Bachelor’s degree (or some college coursework completed), or equivalent experience in the Training field with previous responsibility for coaching/mentoring/training others
• Knowledge and application of ADDIE and RACI concepts
• Intermediate to advanced computer aptitude and Microsoft Office skills
• Advanced skills with Zoom, Skype and/or other virtual collaboration tools
• Knowledge of Contact Center Management systems and reports a plus