Associate Retail Operations Coach

Associate Retail Operations Coach

At OnPath Credit Union, we share a passion for delivering exceptional service. Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success. If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you! Voted twelve years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:

Competitive compensation

Impressive benefits package including medical, dental, life insurance, and 401(k) plan

Paid vacation, wellness, sick time, and more!

Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are.

Scope:

As a dedicated member of the OnPath team, the Associate Retail Operations Coach supports the delivery of operational and procedural training across all retail branch locations while also serving as an active participant in frontline branch operations. This role works under the direction of the Retail Operations Coach and contributes to new hire onboarding, branch compliance visits, and ongoing education focused on operational consistency and procedure adherence. The Associate Retail Operations Coach is an ideal role for someone who understands how branches run and wants to help others perform at their best.

Player/Coach Model:

This is a player/coach role. 50% of time is spent on coaching, training, and operational support activities under the direction of the Retail Operations Coach. The remaining 50% involves active participation in frontline branch operations performing member-facing responsibilities to support staffing continuity, service quality, or operational initiatives. This balance may shift based on organizational need. Travel requirement: This position requires consistent multi-branch travel across the greater New Orleans metro area. Same-day trips between branch locations are a regular and expected part of this role.

Primary Functions/Essential Job Functions:

The Associate Retail Operations Coach assists in the operational onboarding and continuing education of retail team members, with a focus on branch procedures, regulatory compliance, and service consistency. Working under the direction of the Retail Operations Coach, the Associate supports training delivery, branch visit logistics, and follow-up coaching. The Associate conducts daily interactions in alignment with OnPath's core values and applies adult learning principles when supporting branch staff at different stages of development.

Major Duties and Responsibilities:

• Supports the delivery of operational procedure and compliance training to new and existing employees under the direction of the Retail Operations Coach.
• Provides coaching encouragement and procedural support to branch staff during training visits. Coaches existing team members on branch procedures, compliance standards, and operational practices; reports progress and observations to the Retail Operations Coach.
• Assists in monitoring new hire operational progress during the 90-day onboarding period and reports observations to the Retail Operations Coach.
• Helps schedule and coordinate operational training branches and classroom sessions.
• Assists with maintaining and updating operational training materials as directed.
• Applies an understanding of adult learning recognizing that branch staff respond best to training that connects directly to their daily work and existing experience.
• Temporarily performs frontline responsibilities when needed to support staffing, service continuity, or operational initiatives.
• Reinforces credit union policy, compliance standards, and member service expectations in all branch interactions.
• Holds self accountable for professional and ethical behavior as defined by OnPath Federal Credit Union's mission, culture, and values.
• Communicates openly and constructively; maintains positive relationships with branch staff and training team members.
• Keeps promises and commitments; earns and maintains the trust of others by acting consistently with words and actions.
• Adopts the culture of OnPath which is built around our vision to improve quality of life through financial empowerment.
• Performs such tasks as may be assigned by supervisor that are commensurate with the position.

Knowledge and Skills:

Experience: Minimum of 2 years of experience in a retail branch operations or financial institution environment. Prior experience in a training, operations support, or member-facing role is preferred. An interest in branch compliance and adult learning principles is a plus.

Education/Certifications/Licenses: Associate's or Bachelor's degree in business, operations, education, or a related field preferred; or a minimum of 2 years of experience in a retail or financial institution may be substituted.

Other Skills: Strong communication and organizational skills. Detail-oriented with a commitment to procedural consistency.

ADA Requirements:

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds.

Working Conditions: Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Must be able to routinely perform work in a variety of environments including offices, branch locations, and training facilities. Position requires consistent multi-branch travel; same-day trips across the greater New Orleans metro area are a regular expectation of this role. Work schedules may vary based on branch assignments, training events, operational needs, and travel requirements. Occasional early morning or evening work may be required. This position is non-exempt and eligible for overtime pay in accordance with the Fair Labor Standards Act. All overtime must be approved in advance by the supervisor.

Mental and/or Emotional Requirements: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

OnPath Federal Credit Union