Collections Training Specialist

About the role

This position designs, coordinates, conducts, and evaluates a variety of training programs for assigned departments, focusing on Collections, Member Solutions, and third-party vendors. The role also involves participating in the development and modification of Credit Union operational procedures.

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.
• Plans and conducts new hire, refresher, and ongoing training programs including soft skills, account services and maintenance, policies, procedures, and product information.
• Serves as a primary resource for other employees by mentoring, providing ongoing training, and ensuring all changes in policies and procedures are communicated and understood.
• Manages, monitors, and reports on the quality of training programs and performance of trainees.
• 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.
• Aids and assists in the review of third-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 used by the various areas that require training.

Requirements

• Progressively responsible experience in a credit union or call center.
• Experience developing and delivering/facilitating training in adult settings.
• Experience in collections.
• 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.
• 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.
• Technical writing skills 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.

Qualifications

• High School Diploma or GED.
• Training specific certification.