Branch Trainer

POSITION PURPOSE

Responsible for assisting and the continued training of new Member Service Representatives (MSRs) in the branches. Provide support, guidance and individual attention to new employees as they become proficient in CASE's systems, daily transactions, member/co-worker interactions, expectations and CML skills. The Branch Trainer serves as a liaison between Branch Management, the L&D Manager and Operations leadership to provide effective feedback regarding the new MSR's performance.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for training new Member Services Representative (MSR) employee(s) on the teller line

a. Assists in developing short and long-term training plans for the MSR employees

b. Assists in identifying MSR employee(s) training and development needs

c. Provides on the job coaching, recommendations, and feedback to MSR employees on a daily basis

d. Compiles a weekly summary and evaluation of new MSR performance and shares with Learning & DevelopmentManager

2. Assumes responsibility for the effective and efficient completion of Branch Trainer functions.

a. With direction from the Learning & Development Manager, ensure MSR employee(s) are well trained and effective in their respective positions. Ensures that on-the-job training and in-service activities are effective and appropriate

b.Assists with the coordination of scheduling of new employees, including in-branch rotations and on-site training for each MSR.

c. Analyzes the MSR employee(s) proficiency to determine individual training needs and responds accordingly

d. Develops and delivers training tools that help support the MSR employee(s) experience in the branch

e. Performs and assists with training functions as required

3. Assumes responsibility for ensuring that CASE's Sales and Service Initiative is utilized by the MSR employee(s)

a. Exemplifies the CASE Service Standards with every interaction, both internally and externally

b. Ensures that requests, questions, and problems are courteously and professionally resolved. Ensures that communications are effective and efficient

c. Ensures that the Credit Union's professional reputation is maintained both internally and externally

d. Is able to coach the MSR employee(s) on the CML Action Steps and Skills that support CASE's Sales and Service Initiative

e. Sets individual sales goals for trainees and monitors progress against those goals. Is able to explain the need for individual sales goals and how those goals impact the strength of the credit union

4. Assumes responsibility for establishing and maintaining effective communication and coordination with the MSR employee(s) and with Management

a. Assists and informs Learning & Development Manager, VP of HR, and VP of Operations, of the MSR employee's development and proficiency level pertaining to the MSR job functions and responsibilities

b. Keeps Learning & Development Manager informed of training activities and of any significant problems

c. Completes required reports, records, and other documentation

d. Attends and participates in meetings and committees as required

e. Establishes strong working relationships with Operations management and works within branch schedules and demands to ensure a productive working environment for branch staff and trainees

QUALIFICATIONS

EDUCATION PREFERRED: Some college coursework in training and development, instructional design,

organizational development, or similar degree is preferred

REQUIRED KNOWLEDGE:

• Understanding of job functions and operations at all levels of the Credit Union
• Deep knowledge of all credit union products and systems
• Strong customer service, CML, and diplomacy skills to handle all member interactions
• Knowledge of training systems and resources

EXPERIENCE PREFERRED: Possess 2-3 years' experience in a training and development role.

3-5 years of solid operations experience, including strong transactional and loan skills/knowledge

SKILLS/ABILITIES:

• Strong leadership skills
• Ability to plan, develop, and implement training programs
• Well organized
• Solid communication skills - both written and verbal
• Able to meet deadlines
• Ability to mentor
• Creativity
• Self-motivation
• Passion for superior member service

CASE Credit Union was chartered on February 19, 1936, to serve Lansing area teachers and administrators as Lansing Teachers Credit Union. From operating within Lansing High School with 180 members, today, over 85 years later, we serve a membership of over 45,000 members and operate five branches throughout the Greater Lansing area, while controlling over $384 million in assets. We pride ourselves on living our mission of assisting members and employees to achieve financial success through service that is superior, convenient, and easy to use. CASE is a Community Development Credit Union (CDCU). A CDCU is a credit union with a mission of serving low and moderate-income people and communities.

CASE prides itself on having a culture focused on diversity and inclusion, reflected in having received the 2020 Lansing Area Economic Partnership (LEAP) Diversity award. Additionally, at CASE Credit Union, we're committed to hiring the best and brightest. Just as we are dedicated to helping our members achieve success, we are dedicated to helping our employees grow and thrive. That's why we are proud to offer a team-oriented working environment, with competitive salaries and benefits, and countless opportunities for growth and advancement. CASE Credit Union offers affordable medical, dental, and vision and provides disability insurance and life insurance to our employees at no cost to them. We also provide tuition reimbursement for those who desire to continue their education while working with us. Come work with CASE Credit Union and experience exciting career opportunities in the financial industry.