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Fortera Credit Union


OJT Training Coordinator


Clarksville, TN
ID: 554-064

Position Purpose

The OJT (On the Job) Training Coordinator is current on all training materials and skill sets that need to be trained to new Member Advisors and will assist the training department as needed for new hire orientation and training.  The OJT works directly with branch staff to coach the behaviors and train the skills necessary to achieve optimal sales of products and services and ensure consistent service levels to our members are maintained while adhering to policy, procedure, regulations, and established compliance standards. Ensures learners individual development and training plan is complete.


Essential Functions and Basic Duties


  • Performs on the job training of retail branch Member Advisors and Tellers in operational procedures and job skills and duties.
  • Assists Training Department as needed with training and orientation.
  • Performs as a Member Advisor any branch location or the Contact Center when staffing shortages arise or when not training new team members.
  • Cross trains to provide backup support for Retail Operations Support duties. Reports recurring situations to Supervisor which indicate there is a training need or misunderstanding of proper procedure.
  • Assists in research and resolution of member and operational issues brought forward to Operations Management staff, using available resources such as current system information, document storage system information, Internet, and other such resources as may be needed to complete assignment.
  • Coordinates and facilitates completion of learner training and development plans.
  • Maintains regular contact with learners. Ensures required training documentation is completed, following up with trainees at designated intervals of 45 and 60 days of their date of hire.
  • Presents and explains Credit Union products and services to members and assists in meeting their financial needs. Opens and closes accounts. Orders checks for members’ accounts. Completes payroll deduction and authorization forms.
  • Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves member bookkeeping and account problems. Takes stop payment orders.
  • Receives and directs members and telephone calls. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages.
  • Performs file maintenance and account changes as needed.
  • Keeps members informed of Credit Union products & services including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.
  • Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account information.
  • Actively cross-sells Credit Union products and services and makes qualified referrals to other areas within the organization.


Performance Measurements


  • Demonstrated knowledge and ability to train new branch staff in the performance of Member Advisor duties.
  • Demonstrated knowledge, ability, and willingness to perform as a Member Advisor within any branch environment or the Contact Center in the event of staffing shortages.
  • Ability to work in a fast paced, multi-task environment.
  • Must have a working knowledge of Credit Union and financial industry developments, trends, programs, products, and services.
  • Ability to use various types of office equipment, and software, including word processing and spreadsheet applications.
  • Ability to work with little supervision and represent the Credit Union professionally.
  • Excellent oral and written communication skills to maintain effective working relationships with internal and external members, as well as, vendors and suppliers.
  • Excellent organizational skills.
  • Fortera’s core values are satisfactorily demonstrated.


Special Note: Fortera Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, sex, race, color, national origin, disability, pregnancy, genetic
information, religious preference, protected veteran status, sexual orientation, gender identity or any other trait protected by state or federal law.

Please be advised, visa sponsorship is not available for this position.


Required Skills

  • Able to accurately assess the cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality.
  • Strong organizational and administrative skills.
  • Excellent interpersonal, oral, and written communication skills.
  • Professional appearance, dress, and attitude.
  • Solid math skills with excellent attention to detail
  • Ability to operate PC, related software applications, and standard office equipment.     
  • Ability to work in a cooperative manner with others.
  • Must have the ability to work independently, as a team, and handle multiple tasks in a fast-paced environment.
  • Must be able to work well under pressure while always promoting a professional image of the Credit Union.
  • Must be able to meet deadlines while maintaining and effective and efficient workflow.
  • Required to work at any Credit Union location that may include extended hours, holidays, or Saturdays.
  • Regular and predictable attendance.


Physical Activities and Requirements


  • Bending downward and forward at the waist. Requires full use of lower extremities and back muscles.


  • Extending hand(s) and arm(s) in any direction.


  • Using the upper body to press against something with steady force.


  • Using the upper body to draw, drag, haul or tug objects.


  • Use of the upper body and back muscles to lift objects.


  • Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing:                    

  • Able to hear average or normal conversations and receive ordinary information.

Finger Dexterity:                     

  • Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Repetitive Motion:                  

  • Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities:         

  • Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength:                  

  • Exerting up to 50 lbs. occasionally, and/or up to 20 lbs. frequently.


Working Conditions



  • No hazardous or significantly unpleasant conditions (such as in a typical office).
  • Frequent local travel


Mental Activities and Requirements


Reasoning Ability:    

  • Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

Mathematics Ability:    

  • Ability to perform basic math skills and to use decimals to compute ratios and percent’s, and to draw and interpret graphs.

Language Ability:        

  • Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
  • Ability to write complex sentences, using proper punctuation, and use adjectives and adverbs.
  • Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary.

Required Experience


  • High School diploma or equivalent.  A college degree in a related field is preferred. Continuing education is a plus.


Required Knowledge:     

  • Understanding of Credit Union field of membership and thorough knowledge of Credit Union products, services, and systems. Knowledge of, and experience in, branch operations. Working knowledge of basic audit and compliance standards.


Experience Required:   

  • Minimum of 2 years’ experience in a Member Advisor role in a financial institution with basic understanding of opening and closing accounts, Certificates of Deposits, business accounts, and consumer loans.
  • Must be a current Fortera Member Advisor for a minimum of 1 year or possess equivalent experience with Symitar, Meridian Link (Loans PQ, Xpress Accounts).
  • Previous Teller experience required   
  • Training experience preferred.