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.

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.

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.

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.

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 supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all. 

•   27th largest credit union in the U.S. and the largest financial institution based in the North Bay

•   Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial

• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2025"

•   Recognized by Newsweek as one of "America's Best Credit Unions 2026"

•   Top Corporate Philanthropists (#24) - San Francisco Business Times

•   Voted Best Places to Work in the North Bay 20 years in a row

•   World-class Employee Engagement scores

•   Rated Superior in Service by more than 90% of Members, surveyed by SF Gate

•   Industry leading Net Promoter Scores across the U.S.    

The ideal candidate has a combination of education and experience equivalent to a high school diploma, with a minimum of three years of experience working in a financial institution or quality assurance experience, including a minimum of two years in a sales and service environment.

•  Competitive medical, dental, and vision insurance, mental health offerings

•  Employee performance incentive plan

• Salary Advancement– Merit increase based on performance

• 401(k) program with employer match

• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!

• RCU employees are eligible for a .75% discount off RCU standard collateral auto loans

• RCU employees are eligible for a 1% discount on all recreational or boat loan products

• 2% discount off Visas and LOC Loans through RCU

• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.

• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.

• 0% interest on garment, fitness, or home office equipment loan of up to $500

• 100% financing for employee purchased homes!

• Ability to travel to other RCU locations, as needed.

• Ability to stand, bend, stoop, sit, walk, twist, and turn.

• Ability to move or lift up to 25 pounds occasionally.

• Ability to use a computer keyboard and calculator.

• Work environment is indoors in a contact center; majority of the time is spent standing or sitting at a desk.

Internal Team Members: If you are a current Team Member, please apply through the internal careers page located in RCUNET. 

                                                  We are an Equal Opportunity Employer