Training and Development Specialist -Collection Team
Core
Develop high-performing collectors by delivering engaging training focused on compliance, customer interactions, and performance-driven results for 1st and 3rd party collections environments.
Role type
Training and Development Specialist (Collections)
Builds
Collections-specific training content, onboarding programs, and coaching sessions
Domain
Financial Services / Debt Collection
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Adult learning principles, instructional design, training facilitation, needs assessment, LMS administration, compliance training delivery, performance metrics analysis, script development, objection handling training
Preferred skills
High-volume hiring support, financial services training experience
Technologies
Articulate Storyline
Responsibilities
Facilitate new hire training programs for Collections; Deliver ongoing coaching and refresher training focused on call quality, compliance, and performance metrics; Train associates on FDCPA guidelines, call handling, and proper documentation; Use needs assessments to identify performance gaps and recommend training solutions; Support the design and development of collections-specific training content; Partner with Operations to reinforce KPIs such as call volume, right-party contact, promise-to-pay, and collections targets; Conduct program impact analysis and support performance improvements; Assist with LMS administration, scheduling, and training logistics
Seniority
Mid-Senior, hands-on IC
