Are you passionate about providing great service and doing the right thing for your customers? How about working for an organization whose commitment to the community and its Members are evident in all that they do? Look no further: We need you to join our Member Service Center Department as our new TRAINER AND QUALITY ANALYST!

As the MEMBER SERVICE CENTER TRAINER AND QUALITY ANALYST, you will be responsible for continuously improving the overall quality of Member interactions in the phone and virtual channels, documenting and driving improvement recommendations to Staff and Leadership; tracking/monitoring the result of the stated recommendations and incorporating learnings into Service Center training. You will also be responsible for documenting the optimal service delivery experiences such that they are consistently repeatable, as well as evaluating a wide variety of interactions inclusive of service and sales, developing action plans that drive personal accountability, facilitate staff coaching, and performance management. The Service Center Trainer/QA has a key role in obtaining organizational/Member Service Center service and sales goals and objectives.

KNOWLEDGE, SKILLS AND ABILITIES:

• Thorough knowledge of financial institution products and services, including lending.
• Experience in coaching and training individuals or groups required.
• Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group. Adept at networking and building relationships with all levels of management and staff.
• Demonstrated ability with the design and application of innovative ideas and developing creative solutions.
• Ability to analyze situations and recommend solutions.
• Ability to make sound business decisions, using the principles of RCU Vision, Mission and Values.
• Ability to act as a sales leader, coach and train others.
• Ability to travel to other RCU locations as liaison as needed.

EDUCATION/EXPERIENCE:

• Bachelor’s degree or equivalent business experience.
• 1 to 3 years’ experience in service and/or business process/support required.
• Three (3) years of financial institution experience or quality assurance experience.
• Minimum of two (2) years in a sales and service environment.

Required Skills

WHY CHOOSE RCU?:

• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate.
• Healthiest Credit Unions in the USA, rated by Glatt Consulting.
• World-class employee engagement scores.

Join a company where its key investment is who they hire: YOU!

SERVICE ~ TRUST ~ PEOPLE ~ COOPERATION We are an Equal Opportunity Employer

Required Experience

WHY CHOOSE RCU?:

• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate.
• Healthiest Credit Unions in the USA, rated by Glatt Consulting.
• World-class employee engagement scores.

Join a company where its key investment is who they hire: YOU!

SERVICE ~ TRUST ~ PEOPLE ~ COOPERATION We are an Equal Opportunity Employer