Collections Training Leader: Elevate Member Solutions

Job Description Summary Designs, coordinates, conducts and evaluates a variety of training programs for assigned departments; participates in the development and modification of Credit Union operational procedures and their communication as related to Collections, Member Solutions and 3rd Party Vendors. Evaluates, documents, and reports the quality of staff member interactions through call and transaction monitoring. Job Description Summary Designs, coordinates, conducts and evaluates a variety of training programs for assigned departments; participates in the development and modification of Credit Union operational procedures and their communication as related to Collections, Member Solutions and 3rd Party Vendors. Evaluates, documents, and reports the quality of staff member interactions through call and transaction monitoring. Job Description Essential Duties and Responsibilities Develops, implements and conducts training programs cross functionally with departments and leadership teams to improve member satisfaction and ensure all new rules and regulations are communicated and properly implemented in a timely manner. Ensures all programs are expandable and scalable. Plans and conducts new hire, refresher, and ongoing training programs including but not limited to, soft skills, account services and maintenance, policies, procedures and product information for Collections, Member Solutions staff and 3rd Party collectors. Serves as a primary resource for other employees including remote, hybrid and in-office staff by mentoring, providing ongoing training and guidance and ensuring all changes in policies and procedures are communicated and understood. Manages, monitors, and reports on quality of training program and performance of trainees as they progress through the process. Conducts quality-related reviews of staff performance, evaluating against internal quality standards to ensure proper employee engagement with members and co-workers, interaction handling and technical support skills. Including, but not limited to; call monitoring, review of data entry and transactions processed, and analysis of other performance metrics that influence success. Aids and assists in the review of 3rd party agent quality reviews. Administers and develops evaluation tools to serve as feedback to determine training success and improvement outcomes. Reports on department key performance indicators and provides coaching when objectives are not met. Provides specific feedback and corrective action to address quality issues and ensure compliance with quality standards to leadership teams. Maintains observation forms and center monitoring database. Designs and maintains internal service content system including departmental guides, manuals, and help guides to provide most current product/policy references to staff. Participates in system testing and evaluation for applicable system updates and other software packages that are used by the various areas that require training. Company Wide Expectations Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics. Delivers friendly, caring service to internal and external members. Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures. Follow all physical and online security procedures and maintain strict confidentiality of all member information. Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services. Works scheduled hours and maintains punctuality. Performs other related duties as assigned or requested. Education/Experience Minimum Qualifications To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered. Education Requirements High School Diploma or GED - Required Training Specific Certification - Required Experience Requirements 2 Years -- Progressively responsible experience in a credit union or call center -- Required 2 Years -- Experience developing and delivering/facilitating training in adult settings -- Required Skills/Abilities Experience in collections -- Required Effectively apply internal/external customer service practices and processes to meet quality service standards and achieve member satisfaction. Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions. Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations. Provide guidance in the resolution of problems utilizing knowledge and experience within areas of responsibility. Lead and model RISE values and the Code of Ethics through daily interactions and conduct. Promote and foster excellent member service and teamwork. Identify learning styles and adapt training and coaching to meet the needs of individual trainees. Strong interpersonal and communication skills, both oral and written and an ability to interact with all levels of the organization. Technical writing skill and use correct English including spelling, grammar and punctuation. Operate computers and use business software and other standard office equipment. Understand and follow written and oral instructions. Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements Intermittent standing, sitting, walking, bending and climbing. Using hands repetitively to handle, feel or operate computers and other standard office equipment. Reaching with hands and arms. Intermittent lifting and carrying up to 25 pounds.

WORK ENVIRONMENT

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion; Work Environment Works in a high call volume, fast paced call center environment. Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability. We are proud to be a Drug-Free and Tobacco Free Workplace. #J-18808-Ljbffr Redstone Federal Credit Union