Civic Federal Credit Union ยท 1 day ago
Training Specialist
Raleigh,NC,US
Full-time
Onsite
Mid, Senior Level
4+ years expCivic Federal Credit Union is dedicated to fostering a diverse and supportive work environment while prioritizing employee success. The Training Specialist is responsible for preparing new Member Service employees through role-specific training and hands-on learning experiences, ensuring they gain the necessary confidence and competence to serve Civic members effectively.
BankingCredit CardsFinancial Services
Responsibilities
Facilitate and deliver training to contact center representatives as they transition from new hire training to 'nesting' with their assigned teams, using a variety of methods including virtual instructor-led sessions, in-person classes, computer-based modules, and other blended learning approaches
Coordinate technical, soft-skill, and service-focused training within the department, incorporating interactive and scenario-based activities to reinforce learning
Develop, maintain, and continuously improve course outlines, job aids, and other training materials to ensure relevance and clarity for contact center representatives
Provide real-time coaching and support to new hires during the nesting phase to strengthen performance and confidence
Review, edit, and validate process documentation for accuracy, compliance, consistency, and alignment with departmental standards
Manage time and training schedules effectively to meet onboarding deadlines and class objectives
Stay current on procedural updates, system changes, and product enhancements, ensuring onboarding content is revised promptly
Partner with leadership and Workforce Management to plan and coordinate the seamless transition of new employees to their assigned teams
Track and report trainee progress, engagement, and performance trends; share insights with leadership to guide follow-up support or coaching
Actively identify opportunities to improve the onboarding experience through feedback, observation, and collaboration with peers and stakeholders
Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve
Qualification
Required
4 to 6 years of experience delivering technical and non-technical training in a professional environment
Demonstrated success in developing clear, engaging, and effective training documents and tools to support organizational learning
Excellent written and oral communication skills, planning and organization skills
Ability to effectively build relationships, contribute as a team member, work independently and collaboratively with multiple stakeholders
Ability to function in an office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc
Ability to lift a minimum of 25 lbs. (file boxes, computer printer)
Travel required on occasion
Preferred
Bachelor's degree in Learning and Development, Education, Business, Information Technology, or related field
Financial services knowledge and/or experience
Customer service training experience
Administration of a learning management system
Experience with Fiserv DNA
CPTD or APTD certification is preferred
Familiarity with learning & development design tools (Articulate 360, Vyond, Adobe Creative Suite, etc)
Company
Civic Federal Credit Union
Civic Federal Credit Union provides checking, savings account, loans, credit cards, personal, and business banking services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Dwayne Naylor
President / Chief Executive Officer
Sandy Steward
Chief Technology Officer
Recent News
Civic Federal Credit Union
2025-09-26
Company data provided by crunchbase