Collections Training Coordinator

Randolph-Brooks Federal Credit Union•San Antonio, TX

1d•Hybrid

About The Position

Randolph-Brooks Federal Credit Union is currently offering a sign-on bonus for the Collections Training Coordinator hired on or before March 31, 2026! New hires will receive $250 in their first paycheck, $500 following 90 days of employment, $500 following six months of employment, $1,000 following one year of employment, and $2,000 following two years of employment (applicable taxes and withholdings apply). Note: each of these bonuses is paid only if you remain employed in the Collections department as you reach each of the milestone dates OR designated timeframes. Bilingual in Spanish and English? Candidates can earn an additional $2.00 differential upon the successful completion of the RBFCU Bilingual Spanish/English certification. The Collections Training Coordinator will have the ability to work a hybrid schedule (remote/onsite) after a period of training and performance evaluations (time frame may vary). Training will take place at the RBFCU Administrative Service Center: 1 Ikea-RBFCU Pkwy, Live Oak, Texas 78233. To successfully work from home, employees must have access to a minimum internet connection as noted by RBFCU. Must have a reliable home internet provider and the ability to hard wire a connection directly to modem (Ethernet cable provided). Must be able to provide a workspaces at home that is safe, suitable for work, and within a distraction free environment. The Collections Training Coordinator will ensure exceptional product, process and education, and service is provided to members, non-members, branches and internal departments through multiple communication channels. The Coordinator will build, coordinate and conduct training and development sessions with representatives to identify and address opportunities in product and service education, member experience and employee growth. In addition, will assist the department manager with identifying educational challenges and inconsistencies, oversee internal review and updates to operating policies and procedures while remaining compliant with applicable laws/regulations and internal policies/procedures; as well as conduct all duties in a manner intended to enhance the brand and contribute to the growth of the Credit Union.

Requirements

High School Diploma or G.E.D.
Minimum of five years financial institution or customer service experience
Minimum of one year training experience
Must have good organizational, communication, and interpersonal skills, along with the ability to multi task and manage time effectively with a close attention to detail
Ability to accept ownership and adapt to needs of department
Ability to self-initiate and apply logic to problem solve with few concrete variables
Ability to apply common sense understanding to carry out instructions furnished in written, oral, and diagram form
Ability to deal with problems involving several concrete variables in standardized situations
Attendance and promptness are pertinent
Must be able to work a flexible Monday through Saturday schedule
Availability to travel for ongoing leadership growth
Knowledge of all necessary applications needed to build out training curriculum

Responsibilities

Assist the department Management team in training and educational operations of the department to ensure highest quality of service is being provided by phone, e-mail and chat to members, internal department and branches.
Under the supervision of the department Management, create and maintain training curriculum for all Collection teams.
Establish consistent standards in all communication templates to include email, chat and SMS.
Partner with department Team Lead/Supervisors to ensure that assigned personnel meet the standards for product knowledge within the department for position.
Oversee training processes and initiatives to ensure the highest quality training experience is provided to all department employees.
Create, plan and conduct new, and recurring training for all department staff.
Create, plan and conduct training for department trainers.
Coordinate inter-departmental training with partnering business units to expand department awareness and knowledge.
Responsible for all department related articles to include reviewing, updating and creating any Collection articles to ensure accuracy, consistency and feedback resolution.
Maintain a current working knowledge of Collection updates to processes.
Perform member interaction evaluations and provide written overview to verify process completion and precise communication are in accordance to training and applicable regulation.
All other duties as assigned (note: essential functions and responsibilities may change, or new ones may be assigned at any time with or without notice).

Benefits

401(k) with matching incentives — up to 10 percent
Competitive pay
Medical, vision and dental benefits available to employees and their families from the first day of employment
Tuition reimbursement plans
Life insurance
Pharmacy discount programs
Flexible Spending (FSA), Health Savings (HSA) and Dependent Care account options
Paid time off
Parental leave
Long-term disability
Basic life insurance
Wellness program
Credit-monitoring service
Employee assistance program
Training and volunteer opportunities