Member Solutions Training Administrator

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Member Solutions Training AdministratorACCOUNTABILITY STATEMENT

The incumbent in this position conveys a professional image of VyStar and is responsible for all facets and management of the training program within the Member Solutions Department. The Member Solutions Training Administrator is responsible for designing, developing, coordinating, administering and managing the training program aimed at enhancing the knowledge, skills and performance of the Member Solutions employees. This role is responsible for maintaining high training standards that ensure employees are equipped with the necessary knowledge, skills and resources to provide exceptional member service and meet compliance requirements. The incumbent will ensure that 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 in this position must be knowledgeable or become knowledgeable within a reasonable amount of time in the following areas: Repossessions and Bankruptcy, Legal Actions taken by Member Solutions, Recoveries, Deceased accounts, CPI (Collateral Protection Insurance), Total Loss accounts/Insurance claims, payment remittances, TruStage claims, GL balancing, invoice reconciliation and Loan Modifications.

The Member Solutions Training Administrator ensures knowledge of collections policies and procedures are taught in conjunction with state/federal laws and regulations pertaining to Consumer and Commercial product lines, therefore the incumbent will need a vast knowledge of the following regulations and agencies, 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.

Essential Job Functions

• The incumbent will be responsible for developing, implementing, and maintaining training programs for the Member Solutions Department, focusing on member services, loan collections, member retention, and operations.

• Collaborate with subject matter experts to create engaging training materials, including manuals, procedures, and FAQs.

• Facilitate in-person and virtual training sessions, workshops, and onboarding programs for new and existing employees.

• Facilitate and monitor on-the-job training (OJT) sessions while employees develop confidence and navigation skills needed to successfully complete all functions of the role.

• Schedule, organize, and track sessions to ensure employees complete required annual CBT courses and certifications.

• Maintain detailed training records, attendance logs, and compliance documentation.

• Ensure training materials are current and compliant with credit union policies, regulatory guidelines, and industry best practices.

• Monitor and assess employee progress through training evaluations, knowledge checks, and post training assessments.

• Work closely with management to identify performance gaps and recommend targeted training interventions.

• Ensure compliance with Federal and State regulations.

• Partner with department managers to develop career progression training and professional development opportunities.

• Gather feedback from trainees and leadership to improve training effectiveness.

• Stay informed about industry trends, regulatory changes, and best practices in training methodologies.

• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

• Perform other duties as assigned.

JOB KNOWLEDGE, SKILLS & ABILITIES

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

• 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.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources