Job Description

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Retail and Operations Training Specialist IIACCOUNTABILITY STATEMENT

All roles within the Retail & Operations Learning & Development team are accountable for designing, delivering, and continuously improving learning experiences that build employee capability, drive performance, and support VyStar’s strategic goals. Team members are expected to collaborate effectively, uphold instructional excellence, and contribute to a culture of learning across the enterprise.

The Retail & Operations Training Specialist II is a dynamic facilitator responsible for delivering VyStar’s new hire onboarding programs for Branch and Contact Center employees. This role ensures a high-quality learner experience through engaging instruction, hands-on practice, and clear guidance on systems and processes. The Training Specialist II plays a critical role in preparing job-ready, confident employees who contribute to operational success from day one.

ESSENTIAL RESPONSIBILITIES

• Facilitate onboarding programs for Branch, Contact Center, and other business units, focusing on learner engagement, hands-on practice, and business readiness.

• Manage classroom dynamics and behavioral challenges with professionalism, fostering collaboration and effective knowledge transfer.

• Provide real-time coaching and support during role plays, hands-on practice, shadowing sessions, and call reviews to reinforce instruction and support learner transition into production roles.

• Track learner progress, assess readiness, and provide feedback aligned with KPIs, service standards, and operational expectations; review post-training metrics to evaluate performance and gather insights.

• Lead class preparation, setup, and wrap-up; manage administrative tasks such as attendance tracking, LMS updates, and material distribution.

• Maintain and update training materials in collaboration with the L&D team and business partners to ensure relevance and accuracy.

• Apply working knowledge of VyStar systems, processes, and service standards to deliver accurate, engaging instruction and adapt training to evolving business practices.

• Collaborate with peers, instructors, and business leaders to continuously improve onboarding experiences and ensure training relevance.

• Lead small projects or process improvements that enhance training delivery or support operational goals.

• Act as a liaison between L&D and business partners to ensure training programs reflect current systems, processes, and standards.

• Serve as an onboarding partner for new hires, offering guidance, encouragement, and support throughout their journey.

• Demonstrate agility and adaptability in responding to changing training needs and operational priorities, while developing business acumen and presentation skills.

• Assess new‑hire progress, identify individual growth areas, evaluate readiness for production, and leverage learner feedback and class metrics to provide targeted support and share recommendations to enhance training effectiveness.

• Participate in project teams and support L&D initiatives through coordination, communication, and administrative support—demonstrating professionalism and reliability.

• Demonstrate a commitment to continuous learning and professional growth by staying current with industry best practices, emerging technologies, and advancements in learning and development.

• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.

• Focus Focus your full attention by carefully listening to and observing your client or member.

• Connect Consistently be friendly and approachable. Demonstrate you care.

• Understand Listen empathetically and ask questions. (70%/30%)

• Counsel Recommend solutions based on your client’s or member’s needs and objectives.

• Advance Ensure that member's expectations were exceeded.

• Verify necessary follow-up action.

JOB QUALIFICATIONS

EDUCATION

• High School Diploma or GED Equivalent

• Associate’s or Bachelor’s degree in a training or related field preferred.

EXPERIENCE

• 1-3 years of experience in training facilitation for adult learners or an equivalent level of business experience.

• Experience delivering multi-week onboarding programs preferred.

• Experience mentoring or coaching peers is a plus.

• Experience leading small projects or initiatives is a plus.

CERTIFICATIONS

• Certification through a recognized training organization (e.g., ATD) and professional certifications are considered a plus

KNOWLEDGE, SKILLS & ABILITIES

• Demonstrates professionalism, reliability, and a member-focused mindset.

• Strong communication and interpersonal skills, both written and verbal.

• Proficiency in Microsoft Office Suite.

• Proficiency in specialty tools used in L&D such as Camtasia, Articulate, Adobe is a plus.

• Ability to manage classroom energy and foster a positive learning environment.

• Commitment to delivering confident, capable employees to the business.

• Deep knowledge of VyStar systems, processes, and operational workflows is a plus.

• Ability to travel up to 20% as needed.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources