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Member Service Trainer

Open Locations

Location: Corporate Office (North Dallas)

Job Description

To develop and deliver a comprehensive training program that will assist our Call Center and Digital Services team members become subject matter experts in delivering an exceptional member experience. Committed to promoting our core values and WeCare service standards with phone and digital member service interactions. Supports and facilitates various training needs to ensure department effectiveness and preparedness. Monitors and evaluates performance through quality assurance initiatives to drive continuous improvement. Motivates team members to reach their potential through continued learning and a commitment to the credit union’s mission and focus of enhancing member relationships.

Duties & Responsibilities

Assumes responsibility for the development of Member Services training program.
- Designs and develops training programs and materials tailored to the needs of the Call Center and Digital Services team encompassing product knowledge, member service skills, and operational procedures.
- Collaborates with Member Services Center management and inter-departmental leadership to ensure training content and procedures are accurate, up to date, in alignment with credit union policies/regulations, and updated in Herbie.

Assumes responsibility for delivery and implementation of training.
- Creates planned schedule for ongoing training sessions that consider departmental needs as well as ongoing development of existing team members.
- Conducts engaging and interactive training sessions for new hires and existing staff, both in-person and through virtual platforms when applicable and feasible.
- Provides ongoing coaching and support to enhance employee performance and proficiency in handling member inquiries and transactions.
Assumes responsibility for monitoring and improving Quality Assurance.
- Develops and implements quality assurance protocols and evaluation criteria to assess performance for the Call Center and Digital Services adheres to service standards.
- Monitors call recordings, member communications and interactions with one-on-one observational and on the spot coaching.
- Identifies areas for improvement and provides feedback to staff on performance metrics and compliance as needed.
Assumes responsibility for performance analysis and reporting.
- Analyzes QA data and performance metrics to identify trends, patterns, and areas of improvement within the Call Center.
- Evaluates and measures the effectiveness of the Department through testing, course evaluations and Quality Assurance monitoring and scoring calls/chats, and emails.
- Prepares and presents regular reports to management summarizing QA findings, training outcomes, and recommendations for enhancing Call Center effectiveness.
Assumes responsibility for process improvement initiatives related to training and quality assurance.
- Collaborates with Member Service Center supervisors and management to identify opportunities for process improvements, workflow optimization, and enhanced member satisfaction.
- Maintains on-going communication with Member Service Center management informing of all pertinent problems, irregularities, new developments, and other essential information to implement corrective actions and training interventions as needed.
- Collaborates with other department leads for sharing of knowledge and problem resolution needs.
- All other duties as assigned.

Knowledge and Experience

Education/Certification
- College degree preferred or equivalent combination of education and experience.
Required Knowledge
- Knowledgeable about the credit union system, structure, common language and acronyms, the credit union’s mission statement, core values, and philosophy.
Experience Required
- One to two years of related experience.
Skills/Abilities
- Excellent communication and public relations skills.
- Ability to analyze accounts.
- Ability to read and interpret documents or instruments.
- Ability to conduct meetings and presentations.
- Ability to prepare written communication.
- Ability to perform mathematical functions and analytical reasoning.
- Ability to withstand stress; handle multiple and concurrent tasks; and constant interruptions.
- Attentive to detail.
- Well organized.
- Ability to assist others.
- Able to use 10-key, PC, teller terminal, telephone, card machine, and all related business equipment.

Want to be a part of the team?

We hope so! Apply online today.

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Neighborhood Credit Union is an Equal Opportunity Employer.