Member Solutions Training Administrator

VyStar Credit Union • Jacksonville, FL

4d • Onsite

About The Position

The Member Solutions Training Administrator is responsible for all facets and management of the training program within the Member Solutions Department. This role designs, develops, coordinates, administers, and manages the training program aimed at enhancing the knowledge, skills, and performance of Member Solutions employees. The incumbent ensures high training standards so employees are equipped with the necessary knowledge, skills, and resources to provide exceptional member service and meet compliance requirements. All training initiatives are aligned with department goals, compliance standards, and company policies, contributing to improved collections efficiencies, member services, and regulatory adherence. The incumbent must be knowledgeable or become knowledgeable in areas such as Repossessions and Bankruptcy, Legal Actions, Recoveries, Deceased accounts, CPI, Total Loss accounts/Insurance claims, payment remittances, TruStage claims, GL balancing, invoice reconciliation, and Loan Modifications. The role ensures knowledge of collections policies and procedures are taught in conjunction with state/federal laws and regulations pertaining to Consumer and Commercial product lines, including regulations from the Consumer Financial Protection Bureau (CFPB), Equal Credit Opportunity Act (ECOA), Truth in Lending Act, Telephone Consumer Protection Act (TCPA), Servicemembers Civil Relief Act (SCRA), Fair Credit Reporting Act (FCRA), Fair Debt Collections Practice Act (FDCPA), Unfair Deceptive Abusive Acts and Practices (UDAAP), and State/Federal Bankruptcy Laws.

Requirements

• 1+ years of experience in collections, lending, or a contact center environment within a credit union or financial institution.
• Excellent presentation, facilitation, and communication skills.
• Proficiency in Microsoft Office Suite.
• Strong organized skills and attention to detail.
• Ability to analyze training needs and implement effective solutions.
• Knowledge of Credit Union operations, collections, and regulatory compliance.

Nice To Haves

• An associate's degree or higher in Business Administration or a related field.

Responsibilities

• Developing, implementing, and maintaining training programs for the Member Solutions Department, focusing on member services, loan collections, member retention, and operations.
• Collaborating with subject matter experts to create engaging training materials, including manuals, procedures, and FAQs.
• Facilitating in-person and virtual training sessions, workshops, and onboarding programs for new and existing employees.
• Facilitating and monitoring on-the-job training (OJT) sessions while employees develop confidence and navigation skills needed to successfully complete all functions of the role.
• Scheduling, organizing, and tracking sessions to ensure employees complete required annual CBT courses and certifications.
• Maintaining detailed training records, attendance logs, and compliance documentation.
• Ensuring training materials are current and compliant with credit union policies, regulatory guidelines, and industry best practices.
• Monitoring and assessing employee progress through training evaluations, knowledge checks, and post-training assessments.
• Working closely with management to identify performance gaps and recommend targeted training interventions.
• Ensuring compliance with Federal and State regulations.
• Partnering with department managers to develop career progression training and professional development opportunities.
• Gathering feedback from trainees and leadership to improve training effectiveness.
• Staying informed about industry trends, regulatory changes, and best practices in training methodologies.
• Performing other duties as assigned.

Benefits

• Competitive pay
• Excellent benefit package
• 401(k) Plan
• Extensive paid technical and on-the-job training program
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree