Senior Retail Enablement Specialist

Position Summary

POSITION SUMMARY:

The Senior Retail Enablement Specialist is a key role focused on developing and supporting the success of our sales and service professionals. They will work closely with individuals and teams to ensure consistency in day-to-day operations, improve performance, enhance skills, and maximize sales/service potential while ensuring compliance with banking regulations, internal policies and guidelines. The Senior Retail Enablement Specialist partners with teams across the credit union to deliver impactful coaching, training, and ongoing support, fostering continuous improvement. Directly responsible for development and maintenance of Retail policies, procedures, best practices, and guidelines. Provides coaching and day-to-day support for Retail professionals in delivery of their duties as well as participates in projects led by and/or impacting our Retail teams. Strong organizational abilities, attention to detail, and communication skills are essential. A deep understanding of retail banking processes, problem-solving abilities, and leadership skills are required to engage effectively with team members and management at all levels. This serves as the central point of coordination between Retail teams and internal departments to ensure effective change management and smooth communication.

 

GREENSTATE CULTURE:

At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.

 

Salary range for this position is $90,593.36 - $105,914.12 with a progressive benefit package. 

Essential Duties and Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES: Performs essential duties and responsibilities in the following areas which may include but are not limited to those listed and are subject to change.

Adheres to the Credit Union's core values and Service Standards in conducting GreenState's mission and vision.

Demonstrates a positive member service (internal and external) focus at all times.

Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.

Ensures confidentiality of member information.

Supports a diverse and inclusive work environment.

Coaching, Training & Development:

• Coordinate and/or conduct training programs across Retail Branch and MBT staff, in partnership with the OE team. Includes new hire and ongoing staff training.
• Design and deliver engaging training programs to enhance product knowledge, consultative sales skills, member service, and operational excellence.
• Partner with managers to align training and coaching strategies with retail goals and talent retention initiatives.
• Implement coaching and mentoring programs to enhance employee effectiveness.
• Implement member experience initiatives to enhance engagement and satisfaction.
• Coordinate with the Organizational Effectiveness (OE), Operations and other support teams to develop and maintain KB, training materials, and resources utilized by Retail.
• Facilitate workshops and role-play scenarios focused on member interactions including service items as well as sales/cross-sell to deepen member relationships, trust, and loyalty.
• Monitor the effectiveness of training programs, ensuring alignment with business goals and workforce needs.
• Proactively identify trends where specific one-off or team coaching or training is required.
• Partner with managers to develop customized coaching plans for underperforming staff to assist with improving performance and achieving goals.
• Establish best practices and ensure consistency across all branches.
• Work with internal teams to streamline policies, procedures, and technology adoption.
• Proactively monitors individual and branch level performance across various categories to identify top performers. Gathers and effectively documents and communicates best practices across all levels of Retail.
• Lead initiatives to gather and share member and employee success stories. Regularly and effectively communicates across the team to support purpose-driven delivery of products/services enabling our membership to improve their financial lives and achieve their goals.

Operational Support, Compliance/QC & Coordination:

• Coordinates with Member Assistance Center (MAC) and Digital Transformation resources to drive process consistency.
• Provides exceptional service to credit union staff and members by furnishing necessary information, assistance and/or answeri