Job description

We embrace passionate Team Members who consistently display our values: United, Informative, Approachable, Caring and Transparent. We are united in our collective effort to achieve member goals and proactively provide solutions tailored to individual Member needs. We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. Join the Nuvision Team today! Let us be part of your career journey!

The Service Quality and Training Specialist will focus on the service quality delivered to members by the Collection department through ongoing call monitoring to assess for quality assurance and identify areas for process improvement. Develops and implements new hire and ongoing training programs for each area within the Collections Department. Analyzes, designs, and develops training that allows for the effective and efficient use of tools, systems, and processes by team members with the skills required to perform their job tasks. supporting organizational talent strategies by managing and overseeing the completion of annual Compliance training. Provides training to Collection Team Members ensuring consistency with call quality and service delivery, system documentation, and collection processes/procedures/policies/compliance.

Responsibilities:

• Responsible for the administration of the call quality monitoring program with a strong emphasis on process improvement.
• Assess staff performance during member interactions, validating accuracy of system documentation and actions taken. Provides feedback and assessment of calls to Collections management to communicate, coach and develop team. In addition, reports any trends identified. As needed, will support management in delivering and using assessment for coaching and skill development with team members.
• Monitors effectiveness of training programs through feedback and evaluation following training sessions. Provides training reports and metrics on program effectiveness.
• Ensures department personnel receive training in established policies, procedures, products, services, and regulations.
• Actively participates in planning for the department and development of ideas for implementing new programs to achieve goals and increase member satisfaction
• Supports and participates in continuous improvement activities. Represents the Credit Union in a positive and professional manner.
• Maintains member, team members and other sensitive information with confidentiality. Treats co-workers and members with respect.
• Supports member relations and events that promotes member centric experiences.
• Other related duties as assigned.

Qualifications:

• Minimum of 3 years of experience in Service Quality development and training or equivalent years of progressive experience in collections.
• Knowledge of organizational infrastructure, department inter-dependencies.
• Solid knowledge of Operational system applications
• Must have a strong background in the Fair Debt Collection Practice Act
• Solid working knowledge of general collection process
• Solid working knowledge of Collection System applications
• Demonstrated ability to develop, coach and motivate
• Strong proficiency with PC and Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) and Credit Union operating system.
• Ability to have meaningful conversations with all levels of organization.
• Analytical, able to analyze and assess end user needs, propose logical solutions
• Excellent verbal and written communication skills, problem solving skills, organizational skills, and attention to detail.

Education:

• H.S. Diploma or equivalent

Website: nuvisionfederal.com/careers

Benefits:

• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off
• Training Provided
• Tuition Reimbursement

Covid-19 Precaution(s):

• Remote Interview Process (some positions vary)
• Social Distancing and Mask Guidelines in place

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