University of Iowa Community Credit Union

Service Trainer

ID
2017-1750
Category
Training
Employment Classification
Regular Full-Time

Position Summary

Come join our team! UICCU is now taking applications for a Service Trainer. This person will assist in the development, presentation, and coordination of employee service training as well as other sales and service functions.  This position’s focus is on developing, maintaining, and executing service training programs in addition to Onboarding for all new UICCU employees while promoting our sales culture as well as our service standards. We are seeking a friendly, loyal, accurate, and outgoing person who wants to be part of a team environment.

 

Pay Range: $19.95-$29.92

Essential Duties and Responsibilities

Performs essential duties and responsibilities in the following areas which may include, but are not limited to, those listed and are subject to change:

 

  1. Adheres to the Credit Union's core values in serving with truth, trust, mentoring, openness, risk-taking, communication, giving credit, integrity, caring, and respect in carrying out the UICCU's mission and vision.
  2. Demonstrates a positive member service focus internally and externally at all times.  This person should model the way in terms of service and be a service advocate.
  3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
  4. Ensures confidentiality of member information.
  5. Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events on an annual basis.
  6. Develops, maintains and evaluates the credit union’s service and onboarding training policies, procedures, programs, and manuals.  Continually look to tweak and enhance our training opportunities to increase outcomes and participate engagement. 
  7. Serves as the initial “face of the credit union” to all new employees.  The expectation is not to just lead the discussions with new teammates within Onboarding, but truly explain the culture of UICCU as well as our service standards in an energizing, fun and meaningful way to create brand loyalty.
  8. Serves as a role model to teammates by delivering and demonstrating exceptional customer service to internal staff. 
  9. Uses coaching and service skills throughout the organization.
  10. Demonstrates self-confidence, energy and enthusiasm.
  11. Motivates and encourages staff to solve member and employee related concerns.
  12. Trains, develops, and mentors all member facing staff on best practices regarding service and sales techniques.
  13. Gathers and evaluates training school feedback for efficiency tracking and growth.
  14. Coordinates, develops, and/or conducts other types of instructor-led training, as assigned.
  15. Works with other departments within credit union as service and content liaison within service training team.
  16. Cross-trains with other members of the Training team to be able to assist in various sessions. 
  17. Performs other duties as assigned by the Service Training Manager.

Job Requirements/Expectations

  1. High school diploma or equivalent (GED); a four year college preferred.
  2. Three years of service experience required; previous experience in teaching or training with knowledge of adult learning is preferred.
  3. Preference to candidate who has previously worked at a strong service organization that can bring ideas and skills to the credit union and is passionate about customer service. 
  4. Great communication skills with strong written and oral presentation skills.
  5. Individual is skilled at customer service, has strong ability to anticipate and understand customer’s needs as well as the desire to exceed their expectations and has a passion for results.
  6. Ability to recognize and capitalize upon teachable moments and has creativity in their teaching style.
  7. Regularly communicates expectations in regards to customer experience and gives instant feedback and recognition to those employees within their training classes.
  8. Flexible training style to engage all new trainees into our culture.
  9. Uphold our company values while applying positive and engaging training techniques to trainees.  Be a strong team player who maintains open and positive relations with all divisions of the company.
  10. Self-directed nature, ability to work independent of supervision.
  11. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand. 
  12. Must have and maintain a valid driver’s license and a reliable vehicle.  Frequent travel to various credit union locations is a requirement of the role.
  13. Must be bondable.

Reporting Relationship

Reports to the Service Training Manager.

Supervisory Responsibilities

This position is not responsible for the supervision of other employees.

Equal Opportunity Employment Statement

The UICCU is an EEO/AA Employer. M/F/Veteran/Disability. We strongly encourage minorities, veterans, and individuals with disabilities to apply for openings with the credit union.

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