12 days old

Training and Development Specialist I/II/III

Federal Reserve Bank of Minneapolis
Minneapolis, Minnesota 55401
  • Job Type
  • Job Status
    Full Time

Are you looking for an opportunity to leverage your training skills in a fast-paced, ever-changing customer service environment?  The Federal Reserve Bank of Minneapolis is seeking candidates for a Training & Development Specialist I/II/III for our Customer Contact Center (CCC). 

The CCC is part of the Federal Reserve System’s Customer Relations and Support Office (CRSO) which has a strategic leadership role within the Federal Reserve, including managing the nation-wide electronic payments and information delivery network (FedLine Solutions). Through operations in Minneapolis and Kansas City, CCC personnel provide the highest quality professional technical and service setup support for over 110,000 customers in nearly 10,000 organizations that utilize FedLine Solutions. 

CCC Training & Development Specialists partner with key stakeholders to develop and deliver training that supports operational area needs including training for new employee onboarding, ongoing operational support, strategic initiatives, emerging technologies and compliance.  

Primary responsibilities include:

Identify and analyze training needs in assigned areas.


Investigate available training methods and procedures to determine feasible and effective solutions for addressing training needs.


Develop, update and revise instructional materials and programs to meet business needs using industry development standards.


Deliver training sessions for groups or individuals in a classroom or work environment using a variety of training methods, including online/e-learning virtual and instructor-led classes.


Determine and coordinate schedules and maintain training records and materials using a Learning Management System and other online tools.


Develop, review and post a variety of documentation for the Customer Contact Center SharePoint site.


Monitor participant progress and performance, which may include conducting evaluations, administering assessment tools, and soliciting feedback from participants and others to update, revise and improve course content, delivery methods and overall training program effectiveness.


Recommend training approaches and methods for achieving organizational needs with onsite and virtual team members.


Complete special assignments, studies, proposals or other duties as needed or assigned. 


Bachelor's degree or equivalent combination of education and/or experience.


Level I (non-exempt): 0-2 years of training experience. Experience working in the Customer Contact Center preferred. 

Level II (exempt): 2+ years of training experience. 

Level III (exempt): 5+ years training experience.


Excellent verbal and written communication skills.


Excellent presentation skills in both classroom and online environments. Knowledge and use of interactive training techniques and knowledge sharing methodologies preferred. Experience with presenting in a virtual working environment beneficial.


Experience with advanced features of Microsoft Word, PowerPoint and Excel. Experience with online training development software (such as Captivate) as well as SharePoint is desirable.


Excellent interpersonal skills with strong collaboration and consensus building skills with an ability to manage relationships at all levels of the organization.


Experience deploying online training and tracking instructor-led sessions using a learning management system is preferred.


Experience in a technical environment including facilitating training and understanding of adult learning concepts preferred.


Ability to manage multiple projects with varying priorities and possess superior project management skills (organization, planning, and execution).


Existing knowledge of Federal Reserve Financial Services or other banking services and/or electronic access options extremely beneficial.


Posted: 2020-01-13 Expires: 2020-02-12

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Training and Development Specialist I/II/III

Federal Reserve Bank of Minneapolis
Minneapolis, Minnesota 55401

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