Training Specialist

Description

CIVIC CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. 

ABOUT THE POSITION

The Training Specialist plays a key role in preparing new Member Service employees for success. This position is responsible for facilitating role-specific training and hands-on learning experiences that help new hires gain confidence and competence in serving Civic members. The Training Specialist delivers initial system and process training, leads structured on-the-job (nesting) sessions, and provides real-time coaching and feedback to help new employees transition smoothly into production. In addition to supporting new hire classes, the Training Specialist conducts refresher and upskilling sessions as new products, services, or procedures are introduced. This role works closely with Team Leads, Quality, and Workforce Management to align training priorities with current service and performance goals. The Training Specialist ensures training content reflects current processes, identifies opportunities to improve learning effectiveness, and helps maintain consistency across all areas of Member Services.

NORMAL DAY-TO-DAY WORK

1. 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.
2. Coordinate technical, soft-skill, and service-focused training within the department, incorporating interactive and scenario-based activities to reinforce learning.
3. Develop, maintain, and continuously improve course outlines, job aids, and other training materials to ensure relevance and clarity for contact center representatives.
4. Provide real-time coaching and support to new hires during the nesting phase to strengthen performance and confidence.
5. Review, edit, and validate process documentation for accuracy, compliance, consistency, and alignment with departmental standards.
6. Manage time and training schedules effectively to meet onboarding deadlines and class objectives.
7. Stay current on procedural updates, system changes, and product enhancements, ensuring onboarding content is revised promptly.
8. Partner with leadership and Workforce Management to plan and coordinate the seamless transition of new employees to their assigned teams.
9. Track and report trainee progress, engagement, and performance trends; share insights with leadership to guide follow-up support or coaching.
10. Actively identify opportunities to improve the onboarding experience through feedback, observation, and collaboration with peers and stakeholders.
11. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS 

Here are a few skills you MUST have to be qualified for this position.

1. 4 to 6 years of experience delivering technical and non-technical training in a professional environment.
2. Demonstrated success in developing clear, engaging, and effective training documents and tools to support organizational learning. 
3. Excellent written and oral communication skills, planning and organization skills.
4. Ability to effectively build relationships, contribute as a team member, work independently and collaboratively with multiple stakeholders.
5. Ability to function in an office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
6. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
7. Travel required on occasion.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Bachelor’s degree in Learning and Development, Education, Business, Information Technology, or related field.
2. Financial services knowledge and/or experience.
3. Customer service training experience.
4. Administration of a learning management system.
5. Experience with Fiserv DNA.
6. CPTD or APTD certification is preferred.
7. Familiarity with learning & development design tools (Articulate 360, Vyond, Adobe Creative Suite, etc).

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: 

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609 

careers@civicfcu.org