Sales/Service Training Manager

FUNCTIONAL SUMMARY: The Sales/Service Training Manager is responsible for planning, directing, and coordinating training and development activities related to sales and service within the organization. Collaborates with management to identify strategic organizational sales opportunities. Works closely with sales teams and member experience to enhance their skills, product knowledge, and overall performance.

RESPONSIBILITIES:

1. Plans and implements the credit union's sales and service training programs ensuring that they reflect the strategic plan of the credit union. Works closely with Retail Management Team to ensure we meet high quality sales/service expectations.
2. Works with regional and branch managers to identify sales and service coaching opportunities and assists and supports the delivery of coaching to team members designed to build their skills and deliver on our service promise to members.
3. Maintains knowledge of all products and services and provides product and procedure training, as needed. Builds and maintains sales/service curricula for employees within the Learning Management Systems (LMS) used by the company.
4. Coordinates the maintenance and updating of procedures, forms, answers and documents in our Knowledge Center. Ensures the Knowledge Center is accurate and up to date.
5. Trains the lending skills necessary to execute all loan functions, encompassing the process from application to disbursement. Maintains continuous support of the branches to insure current MVCU standards are consistent with policies and procedures.
6. Collaborates with the Training Manager, Training Specialists, as well as branch and department managers to ensure employee development initiatives generated through the competency modeling and job description development process work effectively and team members are engaging in their own development. Ensures that ongoing development of all employees reflects strategic priorities and quality service to members.
7. Conducts Employee orientation for newly hired Employees and assists with related administrative duties working collaboratively with the HR department.
8. Evaluates trainees learning and retention prior to the trainee going back to their department/branch.
9. Works with management to determine training needs within the organization related particularly to sales, service and other soft skills.

QUALIFICATIONS:

1. Bachelor's degree with education major preferred or equivalent experience.
2. Minimum of one year Teller experience required and lending experience preferred.
3. Strong P.C. skills with an emphasis on Word, Excel and Outlook required.
4. Demonstrate good interpersonal, presentation, written, and verbal communication skills.
5. Minimum of four to five years' experience as a Trainer/Educator within a financial institution required.