Client Education Specialist

Overview

At CU
* SOUTH, we're a community united by a mission to strengthen and grow credit unions. Every role is backed by our philosophies and a customer-focused culture rooted in responsiveness and loyalty. We value those who can pivot, innovate, and act swiftly to stay at the forefront of the credit union industry. Joining CU
* SOUTH is about purpose, professional and personal growth, and serving the credit union community.

Primary job roles include, but are not limited to, client and employee training, curriculum development and management, relationship management, and consultative sales. This position provides training and relationship management throughout the lifecycle of a CU
* SOUTH client and uses a consultative approach to selling additional products and services offered by CU
* SOUTH to our clients. As a member of the Client Experience team, you participate in team meetings and support the team in queue coverage as needed while developing content that will help reduce ticket volume through client education.

• Participate in planning and implementation of pre- and post-conversion training as well as general training content, CBX, Tune-ups, and client facing webinars.
• Lead classroom training sessions for CU
  * BASE software, products, and services, conversion support, special client requests and department classes using available tools in the environment requested by the client or their supervisor.
• Assist clients in coordinating their data processing system to operate with credit union policies, procedures, and regulatory requirements in an effort to deepen the client’s relationship with CU
  * SOUTH and their engagement with the core solution.
• As part of the conversion process, adhere to all directives from the Conversion Project Manager/Coordinator and report on items of concern, issues with training or the training environment, and client level of engagement. Complete all documents as requested by the Conversion Project Manager/Coordinator and contribute to the overall success of the conversion.
• Create and present content to CU
  * SOUTH staff of core offerings, upcoming releases, and operational functions.
• Responsible for the successful onboarding and training of all new CU
  * SOUTH hires for introductory knowledge and historical, relevant, background information regarding their new employer. This includes introducing our core values to new employees.
• Analyze, design, develop, implement and evaluate current and new training courses for credit union partners and CU
  * SOUTH staff.
• Manage time and scheduling for training events, conversion support, conversion training, personal development, and queue coverage as needed.
• Maintain ongoing client relationships, ensuring satisfaction and coordinating the implementation of products and services that meet their strategic plans using a consultative approach to selling CU
  * SOUTH Essential Services that fit client needs.
• Assist department heads in research, development, and implementation of new product lines and Essential Services for CU
  * SOUTH.
• Other duties as assigned.

Internal

• Uphold CU
  * SOUTH Code of Conduct and PRAISE Core Values.
• Provide same-day response to all internal inquiries received by noon that day, and next-day response to all others, prioritizing urgency.
• Provide internal support to all CUSO Development lines of business to advocate and encourage internal collaboration.

External

• Uphold CU
  * SOUTH Code of Conduct and PRAISE Core Values.

• High School graduate or equivalent is required.
• Four-year degree in a business-related field or equivalent work experience is preferred.
• Ability to deliver software support and training to any client.
• 1 to 2 years of industry-related experience preferred, particularly in presenting a regimented curriculum and a general understanding of needs-based selling techniques.
• Extensive knowledge of credit union operations, regulations and procedures, accounting, and balancing functions.
• Excellent verbal and written communication skills. Classroom or virtual environment training experience and expertise preferred.
• Ability to travel to client sites to provide training and…