Member Solutions Quality Assurance Specialist

At Landmark Credit Union, we succeed by putting people first - and that starts with you. Our culture of inclusion and collaboration enables us to support our members’ financial wellbeing, positively impact the communities we serve, and help our associates grow their careers. Bring your authentic self to work as part of an organization where you’ll feel valued for your unique qualities, are enabled to reach your full potential, and are recognized for your contributions to our success. We strive to ensure you feel empowered to grow and succeed, while also feeling valued and taken care of, as we all do our part to put people first. We invite you to learn more about this and other opportunities at Landmark Credit Union.

NATURE AND SCOPE

This position reports to the AVP of Member Solutions and is a conduit between newly hired associates, established associates and department leaders. Responsible for identifying needs and designing, implementing, and evaluating training programs that align with the strategic goals, including specific individual learning plans when needed. Responsible for tracking the effectiveness of training initiatives and making data-driven recommendations to management for improvement. Updates policies and procedures when appropriate and periodically conducts quality control reviews to ensure compliance.

Requirements

• High school diploma or equivalent, and a minimum two year of collections experience within a financial institution.
• Strong knowledge and use of department policies and procedures.
• Excellent verbal and written communication skills, problem solving skills, organizational skills and the ability to work independently.
• Self-motivated and comfortable working collaboratively and autonomously, to help others and self, achieve team and individual metrics. Thorough knowledge of department procedures and processes.
• Proficiency in Microsoft Office programs, and other web-based technologies.
• Must develop a thorough understanding of company policies and procedures as they relate to this position. Must comply with all company policies and procedures and all job-related State and Federal laws and regulations.
  
  

Principal Accountabilities

• Measures the effectiveness of training curriculum through feedback, assessments, and performance metrics. Assists in evaluating and updating training programs, manuals, and materials to positively impact associate and member experiences.
• Reinforces the organization’s policies, procedures, and regulations during training sessions. Ensures new associates have completed required onboarding training. Provides training feedback to managers.
• Provides feedback to department leadership regarding challenges and improvement in skills of associates. Also shares suggestions regarding enhancements and updates to the current training program to better meet the needs of associates.
• Designs, implements and evaluates department training which may include side by sides, classroom, and/or online courses. Prepares training materials, manuals and resources to support training sessions.
• Continually reviews the Member Solutions policies and procedures to ensure accuracy, execution and compliance. Updates policies and procedures when necessary and requests leadership approval.
• Creates quality reports for managers on individual and department performance to recommend actions necessary for improvement.
• Develops quality control initiatives and works to implement strategies to address.
• Oversees the onboarding process from beginning to end while collaborating with cross functional teams to ensure necessary procedures and processes are shared appropriately.
• Collaboratively works with management and associates to determine future training needs.
• Collectively determine and develop learning paths for positions. Continually update for maximum effectiveness.
• Collaborates with Training Department and leaders of other departments to ensure that resources held by other departments are up to date.
• Facilitates creation of advanced training for specialty areas through collaboration with specialists, compliance, and management.
• Performs other duties as assigned.
  
  

EEO/Veterans/Disabled