Job Description

Learning + Performance Specialist

More Than A Job!

Why do you work each day? To us, our jobs are not just something we do to make a living, it’s a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn’t measured in dollars and cents, it’s seen in our communities and felt by the people who believe in us.

Benefits Include:

• Financial wellbeing services
• 401(K) matching with up to 5% match
• Reduced health insurance
• Employee wellbeing services
• DE&I initiatives
• Work-life balance

Job Summary

The Learning & Performance Specialist is one of the first people each Lake Trust new hire interacts with. As the new employee onboarding (NEO) facilitator, the Learning & Performance Specialist is seen as a role model for the culture, our core values, living our brand promise and creating exceptional member experiences. Specifically, the position is responsible for developing, managing, facilitating and evaluating learning programs with a special emphasis on the learning needs of our Member Experience (Onstage) team members. The role will apply adult learning theory and best practices to develop and deliver training programs and tools that enhance the skills and knowledge that most impact member service and satisfaction.

What You’ll Do

• Develop, update, revise and facilitate core curriculum, including Building Member Wellbeing for new onstage team members, including product knowledge, systems, procedures, quality standards, and phone system.
• Become a subject matter expert in and conduct systems and technical training, including our core processing system (DNA) and related procedures.
• Facilitate “knowledge transfer” and “soft skills” training programs.
• Maintain knowledge to ensure credibility and effectiveness in the classroom by working in the Contact Center and Relationship Centers quarterly.
• Continuously update and improve existing training programs, including interactive learning and knowledge assessment activities.
• Identify and prioritize learning opportunities and performance gaps using multiple needs assessment approaches and analysis.
• Conduct on-the-job performance coaching.

What You’ll Bring

Level I

• 1+ years of experience using DNA/Temenos desirable. Direct member service experience ideal with a track record of member satisfaction.
• Prior financial institution experience required (opening accounts, lending, etc)
• Demonstrate preparation and delivery of in-person and/or virtual interactive classroom facilitation and management.
• Proficiency in Microsoft Office applications including Teams, Word and PowerPoint.
• Proven ability to support a strong Financial Wellbeing culture.
• 1+ years training experience preferred, ideally a combination of development and classroom or virtual facilitation.
• Some college preferred but not required; job-related experience in conjunction with professional training/certification is a plus.
• Must have reliable transportation to travel to various locations as needed.
• Day travel within Michigan as needed to support Relationship Center team members and maintain skills. Occasional overnight travel.

Level II

• 1+ years of experience using DNA/Temenos required. Direct member service experience ideal with a track record of member satisfaction.
• Associates degree preferred but not required; job-related experience in conjunction with professional training/certification is a plus.
• 2+ years training experience preferred, ideally a combination of development and classroom or virtual facilitation.
• Demonstrate preparation and delivery of in-person and/or virtual interactive classroom facilitation and management.
• Proficiency in Microsoft Office applications including Teams, PowerPoint, Excel, and Word.
• Proven ability to support a strong Financial Wellbeing culture.
• Day travel within Michigan as needed to support Relationship Center team members (estimated to be up to 60%). Occasional overnight travel.

Level III

• 1+ years of experience using DNA/Temenos required. Direct member service experience ideal with a track record of member satisfaction.
• 4+ years training experience preferred, ideally a combination of development and classroom or virtual facilitation.
• Bachelor’s degree preferred but not required; job-related experience in conjunction with professional training/certification is required.
• Strong understanding of ePMO process and project management tools.
• Demonstrate preparation and delivery of in-person and/or virtual interactive classroom facilitation and management.
• Proficiency in Microsoft Office applications including Teams, PowerPoint, Excel, and Word.
• Proven ability to support a strong Financial Wellbeing culture.
• Must have reliable transportation to travel as needed for delivery of training.
• Day travel within Michigan as needed to support Relationship Center team members (estimated to be up to 60%). Occasional overnight travel.

What You’ll Get

• Ability to collaborate and build a sense of togetherness that contributes to a positive work environment.
• Being open to change and embracing new opportunities can lead to diverse experiences and career advancement.
• By prioritizing member wellbeing, which leads to increased engagement, improved team dynamics, higher levels of motivation and a stronger community culture.