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Freedom First Credit Union · 3 months ago

Retail Training and Development Specialist

Roanoke, VA

Full-time

Onsite

Mid Level

3+ years exp

Freedom First Credit Union is seeking a Retail Training and Development Specialist who will deliver in-person training across all branches to enhance staff performance and member experience. This role involves creating training initiatives, mentoring frontline staff, evaluating employee development, and assisting with onboarding new retail staff.

FinanceFinancial ServicesNon Profit

Senior Management

Responsibilities

Travel to retail branches as needed to facilitate in-person training sessions for employees at all levels

Lead instruction on point-of-sale systems, software tools, Credit Union history, operational policies, and service standards

Ensure all training aligns with the employee handbook and reflects the expectations of a high-performing, member-focused retail environment

Create training initiatives that strengthen employee performance in customer service, sales, operational excellence, and leadership

Collaborate with branch managers and department leaders to tailor content to specific branch needs, performance gaps, and growth opportunities

Act as a hands-on mentor during branch visits, offering one-on-one coaching to frontline staff

Reinforce practical skills, model service excellence, and foster a culture of continuous learning, accountability, and professional growth

Evaluate employee development through direct observation, assessments, and feedback from branch leadership

Analyze training effectiveness and recommend enhancements to ensure programs remain relevant and impactful across the retail network

Assist with onboarding new retail staff and contribute to special projects and strategic initiatives that elevate the member experience and strengthen branch performance

Other duties as assigned

Qualification

Training deliveryCoaching skillsMicrosoft ExcelTechnical writingCommunication skillsEditing skillsTyping skillsOrganizational skillsInterpersonal skillsPresentation skills

Required

Three years to five years of similar or related experience

A two-year college degree or completion of a specialized course of study at a business or trade school

Effective relational, collaborative, and communication skills adaptable for all levels of the organization

Strong Written Communication Skills Required

Must write clearly and informatively; Edit work for spelling and grammar; Vary writing style to meet needs and audience; Present numerical data effectively

Excellent organizational and editing skills; typing skills utilizing Word at or above the 75 percentile in speed and 90th percentile in accuracy

Advanced Microsoft Excel, Word and Outlook skills level

Technical writing and presentation skills must be strong

Skill and ability to use and operate a keyboard (typewriter), computer, calculator, fax machine, copier and telephone

Skill and ability to read and understand financial statements, contracts, applications, computer printouts, manuals and other related materials

Must comply with government and other regulations affecting the credit union industry including, but not limited to, OFAC and the Bank Secrecy Act