Retail Training Representative

Want to be part of an organization that makes a difference? Come join our team!

Position Summary:

The Retail Training Representative develops, reviews, tests, and maintains training resources for Retail Branch and Contact Center employees. Reporting to the Retail Learning and Development Manager, this role requires strong organization, clear written and verbal communication, and proficiency in Retail processes.

Essential Functions:

• Serve as a primary contributor and editor for Retail procedures and related materials. Review incoming requests, respond to assigned cases independently, and organize and maintain master procedures by writing new content, completing routine revisions, and linking related procedures.

• Continuously improve internal process-reviews so they remain the primary self-service resource for Retail procedures. Review Slack support channels and Engageware reports to identify recurring questions and create or update content in accordance with Retail procedure standards.

• Assist the Retail Administration team with archiving unused or outdated procedures, including procedures owned by departments outside Retail. Help determine whether each procedure is still needed and, when a replacement or revision is required, collaborate with the appropriate department to ensure the Retail procedure is accurate and published.

• Collaborate with subject matter experts in other departments to complete required procedural updates and, when applicable, update content. Facilitate regular reviews with Retail subject matter experts to confirm that assigned content is accurate, current, and reviewed on schedule.

• Coordinate annual reviews of all resources with designated department owners to ensure content is accurate, current, and approved. Monitor review completion, follow up on outstanding updates, and support improvements to the usefulness and accessibility of published materials.

• Assist with developing and maintaining the Retail training calendar in collaboration with management, including identifying topics for the upcoming year. Communicate training details to attendees and conduct post-training follow-up to collect feedback and improve future sessions.

• Conduct classroom and one-on-one training sessions for Retail Branch and Contact Center employees to build product knowledge, understanding of policies and procedures, and technical skills. Deliver training through appropriate methods, including web-based learning, video conferencing, and the Credit Union intranet.

• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Stay abreast of industry training opportunities and communicate trainings to the Retail Learning & Development Manager.

• High School Diploma
• Skilled writer and clear communicator
• Proficient in MS Word, Excel, and Adobe Acrobat
• Ability to effectively organize and prioritize assignments
• Retail Banking or Training experience strongly preferred
• Reliable transportation and willingness to travel between all branches within Hampshire, Hampden and Worcester County.

Hours: 25 hours per week; Schedule is flexible, within business needs.

Telecommute Status: Hybrid

Reports to: Retail Learning and Development Manager

Grade 8: Min - $22.84 – Mid: $28.55 – Max: $34.26