Performance Development Coach- Lake Buena Vista, FL

Partners Federal Credit Union — Where careers thrive, work-life balance matters, and our mission profoundly impacts our Members.

For 65 years, Partners Federal Credit Union has delivered The Partners Difference to more than 175,000 members, providing the highest levels of service, value, access, and convenience.

At Partners, our people are the heart of everything we do. We attract, develop, and empower exceptional talent—individuals who are inspired by our Members’ financial dreams and committed to meaningful work.

Whether you’re offering products that change lives, creating member experiences that bring joy, or driving innovation that pushes us forward, we want every individual at Partners to feel connected to their work in a meaningful way.

Here, you’ll find more than just a job. You’ll discover a culture where you can grow your career, find balance, and make a difference. And as the credit union for The Walt Disney Company, our exclusive connection ensures best-in-class benefits and perks—because we believe that when people feel supported, they thrive.

Join us—and experience what it means to truly love what you do.

The Performance Development Coach partners with frontline cast members, in small groups and on a one-on-one basis, to build their professional proficiency beyond the standard skills acquired in basic training. This role’s primary focus is to work with member-facing cast to build capabilities, increase knowledge, hone skills, drive efficiency, grow sales performance, and assist in successful execution of ongoing and new initiatives. The Performance Development Coach also guides and instructs new cast members during the New Hire Onboarding/Orientation period so they develop their skills and achieve success in their new roles. The performance development efforts include coaching, training, assessing performance, giving feedback, and identifying areas for improvement. In addition to improving cast member performance and overall credit union sales and service, the Performance Development Coach supports prescribed standard work processes and endeavors to increase consistency and efficiency within the department’s operations.

Essential Responsibilities:

• Works with new and existing members of the Retail Division to improve their confidence and speed to proficiency through onboarding, ongoing training, coaching, and other development activities.
• Delivers training to cast members through a variety of methods, including discussions, role playing, team exercises, and visual learning in the Branches.
• Assists in developing and implementing an onboarding/training plan based on the New Hire Success Map that will ensure new cast members will receive a quality start to their career at Partners Federal Credit Union.
• Facilitates monthly GAIN Module Deep Dive Module across both coasts in partnership with peer Performance Development Coach.
• Provides feedback for continuous improvement of the training programs and materials.
• Utilizes expertise in product knowledge to educate Retail cast members on the features and benefits of all Credit Union products and services.
• Manages a case for each new hire, provides the necessary support, tracks and measures their progress, provides the necessary training needed for proficiency and improvement, then follows-up to ensure high performance levels are maintained.
• Holds regularly scheduled check-ins with New Hires to ensure their acclimation to culture and learning is supported and consistent.
• Visits all Branches in their Market area and preparing a plan for each visit based on branch and employee Scorecards to maximize impactful coaching opportunities with all Branch Employees.
• When cast members struggle meeting their goals, creates a case to support the cast members with their development to ensure they have the proper tools to meet goals, thus increasing their job satisfaction and the overall productivity.
• Completes minimum of 2 Spot-On Coaching interactions and 1 development conversation with Branch Employees per visit.
• Collaborates with the other Performance Development Coaches to ensure consistency of methods, training, and for continuous improvement of program.
• Communicates and coordinates with the AVP Retail Enablement, RVP’s and Branch Managers on an ongoing basis.
• Partners with Regional Operations and Sales Delivery team to provide feedback and insight on procedure reviews, compliance checks, and other systems reviews to ensure cast members are performing to PFCU and federal standards.
• Understanding of Performance Management and Corrective Action collaborations with leadership team consisting of Branch Managers, AVP Retail Enablement, RVPs and HR.
• Partners & co-ordinates collaboration with other departments and key stakeholders like Fulfillment, Centralized Processing, Underwriting, L&D, HR, IT, and Marketing for the development and skill growth of branch employees. 
• Performs other duties as assigned

KNOWLEDGE & SKILLS

Minimum Education Required to Perform Job:
Bachelor’s Degree or comparable work experience

Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire:
5-7 years of experience in credit union or banking leadership and training experience

Certification, Licenses, Registrations:
NMLS Certification required

Other Training, Technical Skills, or Knowledge Required:
Ability to use a personal computer and related software applications including all Microsoft Applications.

Abilities and Behaviors

• Presentation skills: Training delivery to front line cast members (group and individual) to ensure operational readiness for new hire onboarding, new project implementations, procedural updates, process/technology enhancements, and remediation of identified opportunities.
• Excellent member service and conflict resolution skills
• Ability to give constructive feedback to cast members in an effective manner.
• Ability to build trusting relationships.
• Drives execution.
• Fosters innovation.
• Focus on the Member.
• Works collaboratively with others.
• Creative problem-solving skills.
• Requires experience and knowledge of Symitar functions and tools that are necessary to assess and improve performance as well as teaching and coaching skills.
• Effective sales skills
• Ability to multi-task, plan
• Ability to work independently in a self-directed environment.
• Ability to develop actions plans to remediate identified performance or quality opportunities for cast members and/or teams.
• Flexible; easily adapts to change
• Strong time-management skills
• Proficient with MS Office applications

Physical Demands & Environmental/Working Conditions:
This position is performed primarily in a traditional office or bank/credit union setting, with no expected adverse environmental conditions. This position requires the ability to:

• Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Verbal communication where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Ability to hear average or normal conversations and receive ordinary information. Exerts up to 10 lbs. of force occasionally.
• Must be able to travel to and from all Branch locations in their region.

Disclaimer
The information contained in this job description has been designed to indicate the general nature and level of work performed by cast members within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The hiring range for this position in Florida is $56,800 to $85,200 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors.

This role may also be eligible for additional compensation such as a bonus or long-term incentive units.

Most roles at Partners are also eligible for our Annual Incentive Plan (AIP), which rewards employees for individual contributions and our collective success. While AIP is not guaranteed, it reflects our commitment to recognizing meaningful impact and shared results.

Partners offers a comprehensive benefits package that includes medical, dental, vision, retirement benefits, paid time off, and other employee programs that support well-being and growth.