Meet Erin Libner, Member Service Training and Quality Assurance (QA) Specialist at Royal. Erin started with Royal in December 2021, stepping into this newly designed position and within her time at Royal, Erin has played a key part in building a role that supports both team member development and exceptional Member experiences.
Erin’s connection with Royal goes back much further than her first day on the job. She became a Member at just six years old when her parents opened her first account. Royal was always part of her world. Her mom worked as a Teller, her stepdad worked in Facilities, and her grandfather worked at the Uniroyal tire factory where Royal was founded. Royal was held in high regard in her family, so when the opportunity came to join the team in a role that combined her passion for training and quality, she knew it was the right fit.
Today, Erin focuses on helping others succeed. She designs and maintains training programs, leads department-wide sessions, and evaluates how effective those programs are. On the quality assurance side, she reviews recorded calls to ensure that Member Service Representatives are confident and consistent in their support. Her work helps create a smooth and positive experience for both team members and Members.
Since she started, Erin’s role has grown in exciting ways. What began as a focus on training new hires has become a dynamic position full of creativity and innovation. She has redesigned classroom spaces at Royal, introduced interactive tools like Kahoot in trainings, and developed training for new systems such as updating the phone platform used by team members. She even served as interim supervisor for one of Royal’s largest departments, gaining valuable leadership experience.
For Erin, the most rewarding part of her work is seeing those lightbulb moments; when a team member gains the confidence to apply what they have learned. Whether it happens in a quick conversation or over a longer learning journey, those moments make it all worthwhile.
Thank you, Erin, for your dedication to Royal!
