TITLE: Membership & Training Specialist
DEPARTMENT: Blended Learning
LOCATION: 5710 Mineral Point Road
Associate degree in systems administration/management or comparable areas of study is required. Required educational course work includes distance learning systems, customer service and communication skills. Preferred educational course work includes study in training/education, project management and computers in education. Three years of demonstrated experience in administration of distance learning systems to include ability to resolve customer issues related to this vehicle of education and provide proper guidance on how the system can benefit the training program. Ability to manage multiple projects and deadlines required. Analytical problem-solving and troubleshooting skills; demonstrated multi-tasking ability with overlapping complicated procedures/processes. Ability to work well under pressure. Must have good organizational and prioritization skills. Excellent written and verbal communication skills as well as strong presentation/training/consulting skills. Strong interpersonal skills, with the ability to work both independently and as part of a team. Cross-selling skills necessary. Strong customer service experience. Public speaking and presentation experience required. Personal computer experience to include word processing, spreadsheets and presentations software. Previous experience with learning management systems and project management experience preferred.
Serve as a learning management system consultant/trainer for internal and external audiences. Develop and present training of CPDOnline processes/procedures and system features and benefits in face-to-face or web-conferencing (live or recorded) formats. Provide one-on-one system overview/consultation to credit unions as requested by CU, Sales staff or Manager. This includes general system overview and functionality focused overviews, including report management, competency assessment/development plans, instructor led training management, SCORM/knowledge document management, and new tools as they become available. Offer recorded alternatives when possible.
Must be able to present features and benefits of CPDOnline and help CUs to understand how the system can enhance their training programs, not just how to navigate through the system. Serve as membership representative for credit unions in assigned territory and connect with them as determined appropriate – quarterly at minimum. Can negotiate pricing for online training packages up to $10,000-$15,000 when appropriate.
Provide support to CPDOnline customers as needed. Work to ensure system is running efficiently and keep all necessary individuals notified of system issues. Responsible for troubleshooting Level 1 and Level II technical difficulties. When system is not running efficiently, take action to correct. This includes troubleshooting issues that arise and tracking them to resolution; notifying staff/administrators of issues/updates, etc.; working with outside vendors/manager/IT as needed to bring issues to a close. Keep manager up-to-date on issues, applied resolutions and solutions.
Initiate and respond to written and verbal communications with leagues, credit union administrators, students and vendors as to clarify processes and procedures, administrative duties, future program plan, and an unlimited variety of other issues needing follow-up. Take feedback from students, credit union administrators and leagues. Analyze as necessary to determine possible recommended changes in system functionality; track for reference.
Assist/serve as backup when necessary to LMS and Personify backend administration to include, but not be limited to:
- Load, set up and ensure Open Activity Architecture is set up correctly for all asynchronous (SCORM) content created by CUNA or a third party vendor. Coordinate necessary testing with content developers. Accuracy and consistency is critical in ensuring appropriate delivery, billing and reporting.
- Loading and regular maintenance of News Page and related League branding administration. Coordinate modifications to flash content with Online Content Development team. Catalog and knowledge document administration for CUNA and appropriate credit unions; Competency Assessment setup and ongoing maintenance; Score map administration and troubleshooting
- Set up and maintain certificate program structure within Personify/Examiner. Set up within both systems must be accurate and consistent with data within LMS system to ensure student transcripts and certificates are accurately presented. Assorted data entry or data cleanup projects that arise for both Personify and the Sum Total learning management system. And consistent with data within LMS system to ensure student transcripts and certificates are accurately presented.
Write/edit FAQ documents for trainers and leagues. Write/edit Student, CU Admin and League Admin LMS documentation as needed. Regularly review web pages related to training site and revise/update as needed. Write/deliver monthly updates to CPDOnline credit union administrators.
Other duties as assigned to Student Services and CPD to include, but not be limited to back up for work processes as needed for other Student Services positions during times of leaves or unusually heavy workloads.