Member Solutions Center Training Supervisor

Why Join Apple?

Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.

Additional Workplace Highlights:

• Top Workplaces by the Washington Post 2023
• Top Workplace USA 2023
• American Banker Best Credit Unions to Work For 2023
• friendly work environment, progressive management staff
• branches in Northern Virginia with easy commuting distance

Role:

Under general supervision but following established policies and procedures the Member Solutions Center Training Supervisor coordinates and delivers training to all Member Solutions Center staff members in a variety of topics, subjects, skills and knowledge. Identifies and arranges suitable training methodologies and formats to optimize efficiency and appeal to all different training levels. Actively reviews, creatively designs and implements effective methods to educate, enhance and recognize performance. Evaluates effectiveness and quality of training programs through monitoring and feedback. The Member Solutions Center Training Supervisor assists in driving improved performance in people, processes and the execution of goals and daily member service operations, while ensuring that all staff members are provided all tools necessary for success. Provides excellent member service while taking on complex issues and strives for first contact resolution. Works diligently to protect Apple and its members from fraud by recognizing and reacting to all suspicious and fraudulent activity. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve with Purpose, Challenge Yourself and Own It. Is cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Performs other duties as assigned.

Essential Functions & Responsibilities:

• Manages day to day training priorities of all of the Member Solutions Center teams, to include but not be limited to, MSC Phones, MSC Lending Operations, Deposits, Membership and the Apple Resource Center.

• Consistently collaborates and cooperates with other departments on updates to policies, procedures, system changes and/implementations and ensures new training material is delivered to all Member Solutions Center staff in the proper and most efficient format required for the material. Actively participates on credit union projects related to departmental update.

• Consistently collaborates and cooperates with other departments on updates to policies, procedures, system changes and/implementations and ensures new training material is delivered to all Member Solutions Center staff in the proper and most efficient format required for the material. Actively participates on credit union projects related to departmental updates.

• Creates training evaluation systems tailored to individual training programs that effectively measure what training participants learned. Modifies programs as needed. Tabulates results of evaluations and provides feedback to MSC Management staff

• Acts as an expert resource for Member Solutions Center employees. Supervises, trains, coaches, assigns work to, evaluates, and provides performance feedback. Completes performance reviews on a timely basis.

• Works with the MSC Management team to develop, administer, schedule and track all MSC training programs. Designs, develops, and delivers training programs and courses, including course materials, facilitator agendas, soft skills training, functional, tests, benchmarks, and hands on exercises.

• Provide on the spot training and education while assisting staff to navigate all available resources.

• Conducts check in meetings with new hires after introductory period has expired to promote communication, engagement, and feedback for the overall training program and success. Assists with any knowledge gaps identified and offers additional coaching and training where needed.

• Receives and handles member inquiries by various contact methods in a courteous, professional manner to support service levels and retain subject matter expertise. Provides information and advice to members about a wide variety of Credit Union products and services. Analyzes member needs and sells Apple services. Handles escalated member calls, including irate members and members with complex issues and problems. Maintains a high level of professionalism with these difficult members or situations, handling them with an exceptional level of member service skill and retaining them as satisfied or loyal Apple members. Demonstrates and provides coaching through the nesting and shadowing phases of training while displaying the highest levels of service expectations.

 Experience

• 3-5 years of progressively responsible contact center operations, customer service experience, in a financial institution required.
• Preferred 3-5 years of relevant organizational development and/or technical training experience with emphasis on developing and delivering training programs.
• Train the Trainer certification required (or equivalent) or obtained within 1 year.
• Previous Lending experience preferred.

Education

High school diploma or equivalent (GED).

Associate degree preferred.

Interpersonal Skills

Work involves extensive personal contact with others.

Motivating, influencing, and/or training others is key at this level.

Must possess excellent interpersonal, analytical, problem-solving, verbal, and written communication skills.

*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

All selected candidates will be subject to credit and background checks to determine employment eligibility. ***