Customer Service Training Specialist Jobs (NOW HIRING)

Enhance the competencies of member service teams by conducting training sessions that boost employees' performance in alignment with UNFCU's service excellence standards and core values. Responsible for performing training needs assessments, assisting with the design of material, delivering curriculum and learning materials, and managing all phases of training interventions. Ensure compliance with federal and state laws and regulations and UNFCU's Code of Ethics & Business Conduct.

This position is expected to be hybrid.

NYC Salary Range - $80,070 - $90,000  annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU's mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• During training sessions, encourage critical thinking, engagement, participation and discussion of employees.
• Quickly identify and address problems with course content or technology.
• Provide timely communication of observations, questions and feedback of sessions.
• Participate actively in course discussions, ensuring that all employees are participating and interacting with one another. Use this opportunity to shape discussion, call attention to other approaches, and answer specific questions raised by employees.
• Respond to written assignments with personalized comments.
• Maintain a list of suggested course improvements and communicate proposed improvements to the Global Member Service Training Supervisor and Content Specialists. 
• Conduct training for member service teams and communicate results to Global Member Service Training Supervisor.
• Conduct ongoing training to ensure member service teams are up to date on policies/procedures, operational changes, system enhancements and new products and services.
• Maintain in-depth knowledge of UNFCU's products and services, sales promotions and systems. 
• Remain current on new policies/procedures, operational changes, system enhancements and new products and services.
• Review calls to gather information and data to determine possible training needs.
• Keep all training material organized and up-to-date.
• Design courses that meet or exceed minimum content standards, and comply with layout standards.
• Prepare training materials.
• Prepare and maintain the new hire journey reports.
• Role model UNFCU's Service Excellence standards, Tone of Voice and Core Values.
• Perform additional responsibilities as assigned.
• Provide member information and assistance to other departments to resolve member inquiries.
• Uphold UNFCU's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
  • Maintain awareness of and report suspicious activity
  • Complete all relevant BSA reports promptly and accurately (e.g., CTRs, SARs)
  • Complete annual BSA/AML/OFAC training

• Associate's degree (or some college coursework completed), or equivalent experience in the Training field with previous responsibility for coaching/mentoring/training others
• 2-3 years of training experience, preferably in a corporate or similar environment
• Experience working in a branch
• Intermediate to advanced computer proficiency and Microsoft Office skills, especially PowerPoint
• Advanced skills with Zoom, Teams and/or other virtual collaboration tools
• Strong presentation skills
• Ability to lead in virtual and in-person settings

• Knowledge of Management systems and reports a plus
• Knowledge and application of RACI concepts a plus

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.