Responsibilities include:• Building and maintaining the company’s account origination system to provide a seamless, efficient experience for end users• Creating and managing all Credit Union forms, including regulatory disclosures, DocuSign templates, and internal-use documents• Supporting Retail Service staff as a subject matter expert and providing best practices for out-of-the-ordinary situations not covered in policy or procedures • Representing Retail Service on corporate project implementation teams

I hold primary responsibility for building and maintaining corporate documentation to ensure accurate, relevant, and engaging content. Those efforts include ongoing evaluation of internal processes to identify opportunities for improvement, as well as monitoring, evaluating, and reporting the efficacy of Retail Service communication efforts. I represent Retail Service on corporate project teams in order to interpret the impact on current processes and develop targeted communication and training efforts for affected areas. In my role, I serve as part of a small team of subject matter experts who possess extensive knowledge of internal products, services, and procedures, in order to support Retail Service staff with out-of-the-ordinary situations and questions not covered in current policy or procedures.

I support our branch and call center staff through monitoring and managing issues of work quality in our transactions, consumer/business/special accounts, and loans. I also work as part of a small team of subject matter experts who serve as a resource to staff for out of the ordinary situations and questions not covered in company policy and procedures. As part of this work, I regularly partner with our Compliance and Training divisions to identify needs and develop solutions for process improvements and training support. I also serve on various project teams as part of my role in managing and developing documentation for company policies and procedures. Primary responsibilities include daily audits of new and existing consumer and business accounts, overseeing and auditing branch safe deposit boxes, providing regular work quality reports and evaluations to branch and executive management, and managing documentation on company policies and procedures.

Responsibilities include building, implementing, and evaluating employee training that underscores and promotes company core values, strategic growth initiatives, and current adult learning trends. Areas of emphasis include sales, service, and leadership training, in addition to new hire on-boarding.