Why join this team:
This position is hybrid and is expected to be based out of Vienna, Austria or Rome, Italy Representative Offices.
UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.
Enhance the competencies of member service teams by conducting training sessions that boost employees’ performance in alignment with UNFCU’s service excellence standards and core values. Responsible for performing training needs assessments, assisting with the design of material, delivering curriculum and learning materials, and managing all phases of training interventions. Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.
This position is hybrid and is expected to be based out of Vienna, Austria or Rome, Italy Representative Offices.
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What you'll do:- Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
- Conduct training for member service teams and communicate results to Global Retail Training Supervisor.
- Conduct ongoing training to ensure member service teams are up to date on policies/procedures, operational changes, system enhancements and new products and services.
- During training sessions, encourage critical thinking, engagement, participation and discussion. Provide timely communication of observations, questions and feedback of sessions.
- Remain current on new policies/procedures, operational changes, system enhancements and new products and services.
- Review calls to gather information and data to determine possible training needs.
- Prepare training materials. Design courses that meet or exceed content standards, and comply with layout standards. Keep all training material organized and up-to-date.
- Prepare and maintain the new hire journey reports.
- Associate’s degree (or some college coursework completed), or equivalent experience in the Training field with previous responsibility for coaching/mentoring/training others
- 2-3 years of training experience, preferably in a corporate or similar environment
- Intermediate to advanced computer proficiency and Microsoft Office skills, especially PowerPoint
- Advanced skills with Zoom, Teams and/or other virtual collaboration tools
- Strong analytical and problem-solving skills
- Strong presentation skills
- Ability to lead in virtual and in-person settings
- Knowledge and application of RACI concepts
- Knowledge of Contact Center Management systems and reports
- DNA knowledge
UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.
UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.
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