Service Enhancement Training Specialist

Connexus Credit Union - Who We Are:

Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates on our loans. We are a remote first employer with the majority of our employees residing in the upper Midwest.

As an employer we foster collaboration and high performance to achieve excellence. We holistically care for and develop our employees to thrive personally and professionally. We are proud to share our success with our employees and those we serve.

Connexus offers an Amazing Benefits package:

• 25 days of paid time off and 8 paid holidays

• 16 hours of paid Volunteer Time Off

• 401K Retirement with up to 6% employer match

• Excellent Health, Dental, Vision insurance, including multiple plan options

• Health Savings Account with generous employer contributions

• Employer paid Life insurance, Short-Term and Long-Term Disability

• Tuition Reimbursement from $4,000 - $7,000 per calendar year

• Robust Learning and Development program that includes an annual professional development stipend

About the Role:

The Service Enhancement Training Specialist will develop and deliver comprehensive training programs focused on the Universal Service Model, enhancing team skills to improve service outcomes. This role will collaborate with department leaders to create tailored training content, support ongoing employee development, and drive continuous improvements based on feedback and performance data. They will serve as a subject matter expert for service and quality training initiatives, ensuring alignment with organizational goals and best practices. Additionally, they will track employee progress, evaluate training effectiveness, and provide coaching to reinforce key service skills.

Responsibilities:

• Develop and deliver comprehensive curriculum and resources focused on educating teams on the Universal Service Model.

• Identify and implement solutions that directly impact improved service outcomes as measured by service level agreements (SLAs), quality assurance assessments, and member feedback surveys.

• Collaborate with stakeholders to identify specific learning needs, ensuring training content is tailored to unique team needs to support onboarding, continuing training, and any other facets of the employees' learning needs.

• Create and continuously improve training plans and materials, (guides, presentations, eLearnings, assessments, etc.) to ensure they align with the latest best practices in training and service skills and support feedback from NPS and relational transactional surveys.

• Build partnerships with different levels of leadership to support evolving needs of the organization and specific departments, while acting as the point of contact between teams to identify strengths and skills gaps to determine necessary service and quality training initiatives.

• Serve as the subject matter expert for all Credit Union service and quality training initiatives.

• Work with leadership by maintaining a calendar of department employee training events; track outstanding employees and maintain up-to-date employee training records.

• Meet regularly with leadership to determine service and quality training initiatives and goals.

• Measure the effectiveness of training through feedback surveys, assessments and performance data. Adjust content based on evaluation results to improve training outcomes.

• Provide continuous support to departments by offering resources, troubleshooting guidance and coaching to reinforce key service skill principles.

Position Requirements:

• This position is Remote.

• Ability and willingness to work a flexible schedule, with the potential to travel up to four times a year (up to one week at a time) to assist our branches in Brooklyn Center, MN, Northern Illinois, and Central, Northern and Southern Wisconsin.

• Bachelor's degree in Education, Human Resources or Business is Required.

• 3+ years of proven experience in Learning & Development, with a focus on training delivery, or employee development is Required.

• 3+ years of proven service enhancement or sales experience is Required.

• Requires proficient skills in using Microsoft Suite applications, including Excel, Word, PowerPoint, etc.

• Proven ability to design, develop, and deliver training content across multiple formats (in-person, virtual, e-learning) is Required.

Connexus Credit Union's Employer Recognitions:

• 2024 Best in Class Employer, Gallagher

• 2025 Best Place to Work in IT, Computer World

Equal Opportunity Employer/Disabled/Veterans/41 CFR 60-1.4, 41 CFR 60-1.35