Responsible for the design, development and delivery of effective and engaging training programs. Trains and coaches employees to achieve expected proficiency levels and compliance with regulatory requirements. Work with stakeholders regarding learning objectives for new programs or improvements to existing programs. Assists with the preparation and implementation of operational procedure manuals. Participates in the testing of new software releases and products.
Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
Maintains a professional image and demeanor at all times consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics. Delivers friendly, caring service to internal and external members.
Design and conduct creative new hire and ongoing mortgage industry training to all mortgage employees ensuring all new rules and regulations are communicated and properly implemented in a timely manner. Ensure that all programs are expandable and scalable.
Develops and updates all materials related to mortgage activities, including but not limited to; employee training courses, departmental guidelines, procedures, manuals and help guides.
Works with mortgage department managers to support their training needs including Quality Control Root Cause and Error analysis to develop applicable training to reduce errors. Collaborates with an internal subject matter experts (SMEs) to develop accurate and necessary training.
Facilitate training in multiple formats, such as in person, virtual and on the job training, utilizing a variety of training methods, learning tools and techniques. Evaluate and document participant performance. Create recorded training sessions for continued or refresher education.
Administer and develop evaluation tools to serve as feedback to determine training success and improvement outcomes, including but not limited to; tests, case studies, audits and surveys.
Serves as a primary resource for other employees by; mentoring, providing ongoing training and guidance and ensuring all changes in policies and procedures are communicated and understood.
Respond to MLSHELPDESK tickets related to screen navigation and how to perform tasks. Serves as a resource and assists employees when handling member transactions and questions; provides additional coaching and one-on-one training as necessary.
Assess monthly HMDA validation, analyzing and communicating trends and findings to Encompass admins to enhance business rules. Update HMDA procedure guide as needed.
Stays abreast of emerging training and learning best practices and methods. Remain current on developments in training and instructional methodologies, including technology enhancements, and attends periodic seminars, forums and meetings to ensure training methods are current.
Responsible for updating training systems to replicate production environment and various user access task, including but not limited to; new user set up, changes in authorization, variable maintenance, and printer configurations.
Develops and implements work plans to achieve goals and objectives; utilizes resources effectively; participates in evaluating work processes and procedures to identify opportunities for improvements.
Assists with release testing, updates and problem resolution; analyzes changes to determine the impact on training programs and procedures.
Maintains current knowledge of and ensures compliance with regulatory requirements and Credit Union policies and procedures.
Develops teamwork and collaborative relationships within the Credit Union.
Adheres to all security procedures and maintains strict confidentiality of all member information.
Completes training and self-study to achieve and maintain required knowledge of Credit Union products, services and overall operations.
Completes required on-line regulatory and compliance training, on a semi-annual basis, including but not limited to; Bank Secrecy Act, Anti-Money Laundering and USA Patriot Act.
Sets example through attendance and punctuality. Works scheduled hours and maintains punctuality.
Performs other related duties as assigned or requested.
MINIMUM QUALIFICATIONS
To perform this job satisfactorily, an employee must be able to carry out each essential duty competently.
The requirements listed below are representative of the education, experience, skills and abilities required.
EDUCATION / EXPERIENCE
Two years experience developing, creating and delivering/facilitating training in adult settings required.
Two years progressively responsible experience in the mortgage industry required.
Training specific certification preferred.
An equivalent combination of education and experience would be considered.
SKILLS / ABILITIES
Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
Resolve problems utilizing advanced knowledge and experience. Display good planning and organizational skills.
Strong interpersonal and communication skills both oral and written.
Ability to interact with all levels of the organization.
Identify learning styles and adapt training and coaching to meet the needs of individual trainees.
Proficiency with Microsoft Office (Word, Excel and Power Point) and the ability to use other training programs and tools.
Lead and model RISE values and the Code of Ethics through daily interactions and conduct.
Promote and foster excellent member service and teamwork.
Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
Use correct English including spelling, grammar and punctuation.
Operate computers and use business software and other standard office equipment.
Understand and follow written and oral instructions.
Set priorities and manage one’s own time effectively.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Intermittent standing, sitting and walking.
Using hands repetitively to handle, feel or operate computers and other standard office equipment.
Reaching with hands and arms.
Intermittent lifting and carrying between 5 and 25 pounds.
WORK ENVIRONMENT
An employee in this job works in general office environment.
Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.
We are proud to be a Drug-Free and Tobacco Free Workplace.
