Job Details
Description
Job Summary:
The Training Specialist II designs, delivers, and evaluates training that helps credit union staff serve members well and stay compliant. The role covers the full training cycle (needs analysis, design, delivery, and measurement) for new hire onboarding, member service, systems, lending, and regulatory compliance. The role delivers training in person, virtually, and through e-learning. The Training Specialist II also administers the Learning Management System (LMS) and keeps training records audit-ready. The role also serves as the training lead on organizational projects and creates, updates, tests, and delivers launch-ready training content. The role works closely with the Director of Training, department leaders, project teams, and subject matter experts.
Duties & Responsibilities
Training Needs and Design
- Collaborates with department leaders to identify skill gaps and training needs using surveys, observations, quality and audit findings, and performance data.
- Designs and develops instructor-led, virtual, and e-learning content using adult learning principles and a structured model such as ADDIE. Content includes facilitator guides, participant workbooks, job aids, presentations, videos, and assessments.
- Builds e-learning modules with authoring tools (for example, Articulate 360 or similar).
Delivery
- Facilitates engaging training sessions in person and virtually for new hires and existing staff on member service, products, core and digital banking systems, lending, and operations.
- Delivers and tracks required annual and department-specific compliance training (for example, BSA/AML, OFAC, Regulation E, Regulation CC, fair lending, privacy, and information security) in partnership with the Compliance department.
- Leads or supports onboarding programs, including new hire orientation and role-based training for branch and contact center staff.
- Trains staff on new products, system upgrades, and policy or procedure changes as they roll out.
- Coordinates third-party vendor training as a follow-up to core training, including serving as the main vendor contact, scheduling sessions, and tracking attendance and completion.
LMS Administration and Records
- Administers the LMS: uploads and updates courses, assigns curricula, manages enrollments, and runs completion and compliance reports.
- Maintains accurate, audit-ready training records for regulatory examinations and internal audit.
Evaluation and Improvement
- Measures training effectiveness using learner feedback, assessments, and performance or business results to help department leaders determine skill gaps and training needs.
- Conducts quarterly branch exchange days to evaluate training effectiveness in the live environment. During visits, observes new learners to confirm training is applied on the job, provides follow-up coaching, and observes new or changed processes in the live core system so training content stays current.
- Keeps training manuals, job aids, and the resource library current.
- Recommends updates to operational policies and procedures when training reveals gaps or unclear guidance.
Organizational Projects
- Serves as the lead trainer on organizational projects such as system conversions, core and digital banking upgrades, new product launches, and process or policy changes.
- Attends project meetings, reviews requirements and workflows, and assesses the training impact on affected staff.
- Creates and updates training content (courses, job aids, guides, and e-learning) to reflect new or changed systems, products, and procedures.
- Tests training content and system procedures in test environments before rollout, working with project teams and subject matter experts to confirm accuracy.
- Delivers launch-ready training on the project timeline so staff are prepared on go-live day and provides refresher training and support.
Program Support
- Helps prepare and maintain the Training and Development calendar.
- Supports planning and running large events and meetings.
- Supports member financial education and volunteer training as assigned.
- Coaches and supports peer trainers and subject matter experts who deliver training.
- Performs other duties as assigned.
Skills And Abilities
- Ability to lead the full training cycle, from needs analysis through evaluation.
- Knowledge of adult learning principles and instructional design models (ADDIE, SAM).
- Strong facilitation and presentation skills for small and large groups, in person and virtual (Teams, Zoom).
- Clear writing for manuals, job aids, scripts, and e-learning.
- Working knowledge of credit union products, services, and key regulations (BSA/AML, OFAC, Reg E, Reg CC, privacy), or ability to learn quickly.
- Ability to measure training results and use data to improve programs.
- Strong organization and project management; manages multiple projects and deadlines with minimal supervision.
- Sound judgment, problem-solving, and attention to detail.
- Build productive relationships with leaders, subject matter experts, and learners at all levels.
- Proficiency in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams) and an LMS.
