SouthEast Bank
  • - Private Student Loan Cent
  • Knoxville, TN, USA
  • Salary
  • Full Time

TITLE: Trainer and Assistant Quality Assurance Specialist
DEPARTMENTS: Education Loan Finance
SUPERVISES: None
JOB CLASSIFICATION: Salary/Exempt
HOURS: Full time 8:00am – 5:00pm; Mon - Fri

BASIC FUNCTION:
Reporting to the Quality Assurance Manger, this position identifies, develops and delivers training to Education Loan Finance team members based on organizational and individual needs. This position also serves as a Quality Assurance resource and supports the delivery of quality assurance strategies and training within the Education Loan Finance department. Assists the Sales & Operations Manager with various Human Resources administration duties.

ESSENTIAL FUNCTIONS:

  • Identify and assess current and future training needs through observation and consultation with QA/QC Specialist and Manager
  • Develop overall and individualized training and development plans that address needs and expectations; Develop and update curriculum as necessary and integrates QA observations into group and individual training
  • Develop and deploy a wide variety of training and reinforcement methods
  • Contribute to effective onboarding of new employees
  • Monitor and evaluate training program effectiveness and team member's ability to apply learning
  • Gather information, analyze, and make recommendations for best methods for training delivery and learning
  • Own and manage a master training calendar, coordinate and schedule training; Manage training budget and resources for department
  • Keep current with training trends, development, and best practices
  • Assist with monitoring written communication (texts, emails, etc.) and inbound and outbound telephone calls with customers to ensure service meets all quality assurance standards ; Document customer service quality issues
  • Provides ongoing feedback and coaching to ELFI Loan Assistants and conducts compliance audits for quality, accuracy and adherence to standards and procedures
  • Is a subject matter and technical expert on Bank company policies & procedures
  • Provides employee training by assessing needs and developing training solutions
  • Understand compliance requirements and knows when to involve Compliance and Legal for answers and dissemination of information
  • Assists with Bank compliance audits and reviews; Assists with developing and maintaining processes and procedures
  • Assist Manager with scheduling and time-card management

SKILLS, KNOWLEDGE AND TRAINING:

  • Solid record in designing and executing successful training programs and developing curriculum and materials
  • Experience with multiple training methods from traditional to virtual/on-demand, effectiveness and when best to use; extensive knowledge of adult learning
  • Excellent communication (including listening) and influencing skills
  • Ability to plan, multi-task, and manage project and time effectively
  • Strong writing and record keeping abilities
  • Good computer and database skills; good knowledge of LMS functionality
  • Knowledge of compliance related laws and regulations in consumer lending and banking is a plus
  • Experience in quality assurance methods and procedures
  • Ability to work independently
  • Ability to work in fast paced, high growth environment
  • Must be able to work with confidential information


WORKING CONDITIONS:

  • Sitting for long periods of time
  • Lift 10-20lbs periodically

REQUIREMENTS:

  • BS degree in an area of Business
  • At least 3 years' experience in a similar position within the financial services industry; experience in consumer lending a plus
  • Must be able to relate to employees at all levels of the organization
SouthEast Bank
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SouthEast Bank