Meritrust Credit Union

  • Retail Training Mentor

    Location US
    Posted Date 4 weeks ago(4 weeks ago)
    Job ID
    2018-2492
    # Positions
    1
    Category
    Retail Operations
    Hours
    Mon-Fri 9am-6pm and Saturday rotation 9am-12noon
    Type
    Regular Full-Time
  • Overview

    The Retail Operations Mentor provides support through on-the-job and classroom training throughout retail employee’s growth and development from new hire training to member consultant training and beyond. Responsibility to retail employees includes demonstrating and coaching the processing of transactions, introducing products/services, fulfilling service events or transitioning to a specialized service representative, educating on use of products/services, sales-based member conversations, and identifying and transitioning qualified referrals.

    Responsibilities

     

    • Establish and maintain relationships with retail employees and branch management through support and training.
    • Provide on-the-spot coaching and communicate with Retail Trainer and branch management when additional coaching is required.
    • Have the ability and knowledge to perform all Member Consultant duties and responsibilities plus able to actively sell and cross-sell Credit Union products and services through face to face and phone contact to members, and non-members.
    • Provide consistent and accurate member service throughout all member/team interactions.
    • Able to facilitate group and one-on-one trainings. 
    • Effectively deliver training in a classroom setting in a clear and concise manner.
    • Create engaging activities and training materials.
    • Effectively deliver on-the-job training through mock and live member interactions.
    • Continually evaluate retail employees on readiness for growth and development.
    • Understand the responsibility of meeting sales goals and able to relay that responsibility to retail employees. 
    • Positively influence retail employees and branch management with consistent and excellent delivery of service standards.
    • Participate in ongoing training to ensure consistency in coaching/training delivery.
    • Continue education and awareness of technology, uses of technology, and integration of technology into the retail environment.
    • Assist in developing and maintaining materials for operational and employee development.
    • Stay current on all policy and procedure updates and changes to accurately and consistently assist retail employees and branch management.
    • Identify inconsistencies and inefficiencies. Collaborate with Operations team to find solutions and improved consistency/efficiency throughout all facets of branch and member activity.
    • Stay abreast of all current and developing products/services offered to members and, when possible, utilize all credit union services in order to assist members effectively.
    • Support retail employees, adapt to modifications promptly, and promote a positive team environment.
    • Participate in monthly process improvement meetings with Operations team.
    • Identify gaps in knowledge among peers and work with Retail Trainer for new/continued training needs. 
    • Promote partnerships between inner-departments and retail teams.
    • Effectively model the standard behavior of a universal associate.

     

     

    Characteristics

    Relationship Builder                                        Change Agent                         Service Champion

    Consistent and Effective Communicator       Supportive                               Innovative Thinker

    Positive                                                           Flexible                                    Optimistic

    Team Oriented                                                Encompasses Core Values

    Qualifications

    Excellent interpersonal and communication skills.

    Team player with sales and customer service experience

    One to three years of financial services experience, preferable in a branch/retail environment

    Experience and knowledge of training.

    High school diploma required. Post high school education or equivalent, preferred.

    Background in sales, education, and/or finance helpful.

    Excellent computer skills. Comfortable with technology.

    Must be able to work a flexible day/time schedule to include Monday through Saturday business hours.

     

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