Financial Assistance Trainer & Quality Analyst

Redwood Credit Union is looking for a Financial Assistance Trainer & Quality Analyst who will be responsible for performing a wide variety of semi-routine duties of moderate complexity requiring the exercise of discretion, initiative, judgment, independent analysis, and detailed knowledge of departmental procedures. Key responsibilities include analyzing service interactions, documenting optimal service delivery standards to ensure consistency, and providing clear, actionable recommendations to both team members and department leadership. Accountable for tracking and evaluating the impact of implemented recommendations, integrating insights into ongoing training initiatives, and supporting a culture of continuous improvement.
Key ResponsibilitiesQuality Analysis:o Provide exemplary, service‑driven leadership to Financial Assistance Department team members by consistently modeling exceptional, solutions‑focused support for internal staff, Members, volunteers, and external service partners.o Analyze and audit service performance data, including virtual communication channels, call recordings, and Member survey results, to identify gaps in service delivery and ensure alignment with established performance standards.o Leverage organizational tools and collaborate with Financial Assistance Analysts to collect, interpret, and trend data, identifying patterns that affect the quality, effectiveness, and efficiency of services provided by the Financial Assistance Department.o Apply Member service expertise to evaluate current practices and procedures, develop clear documentation and targeted training materials designed to produce measurable improvements in performance and service delivery.o Deliver timely, structured recommendations and performance feedback, both verbal and written to department Leadership, Vendor Partners, and Senior Leadership to support operational excellence and informed decision‑making.o Prepare and present monthly performance results and service insights to Leadership, identifying trends and opportunities for continuous improvement.o Lead and oversee the Observation Coaching process, including planning, executing, and documenting coaching activities that support consistent, high‑quality service delivery.Training:o Onboard, train, and evaluate new team members, assessing readiness and ensuring proficiency in required job responsibilities.o Design, deliver, and coordinate targeted training programs that address opportunities identified through calibration sessions, Member feedback and data analysis, ensuring measurable improvements in service quality and operational performance.o Develop, publish, and maintain comprehensive Financial Assistance Department Manuals, ensuring accuracy, clarity, and alignment with organizational standards, regulatory requirements, and evolving departmental workflows.o Create, implement, and continuously refine the Financial Assistance Department Training Program, collaborating with Organizational Training teams as needed to ensure consistency, scalability, and best‑in‑class learning methodologies.o Proactively evaluate a wide range of internal and external Member interactions, including complex cases, and incorporate relevant findings into updates for Financial Assistance Department Manuals and training resources.o Document and regularly update service expectations that align with Redwood Credit Union’s Service Standards for each service channel, ensuring alignment with organizational goals and maintaining consistency across all Member touchpoints.o implementing process enhancements that elevate the Member experience, strengthen team member proficiency, and support both personal and professional development.Leadership and Teamwork:o Facilitate clear, consistent communication across all roles within the Financial Assistance Department by establishing structured service‑evaluation routines and effectively leveraging departmental and organizational tools.o Collaborate with the Member Experience Manager and partner with cross‑functional departments and branch teams to ensure the delivery of consistent, high‑quality service across all Member touchpoints.o Communicate updates regarding new or revised procedures to Financial Assistance Department team members in a timely and comprehensive manner to ensure operational clarity and alignment.o Serve as a liaison and represent the Financial Assistance Department at various RCU locations, traveling as needed to support training, communication, and service‑alignment initiatives.o Serve as backup support for assigned Financial Assistance Analyst responsibilities and assist with recurring system audit reviews. Join us and discover why you'll love working at Redwood Credit Union!
ABOUT REDWOOD CREDIT UNION (RCU):At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supp