Collections Training Specialist

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.

• 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.

• 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.

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.

High School Diploma or GED
- Required

Training Specific Certification
- Required

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

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…