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About the role
Key responsibilities & impact- Facilitate new hire training programs for Collections (1st and 3rd party environments).
- 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 (e.g., scripts, objection handling, compliance modules).
- 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.
Requirements
What you’ll need- High School Diploma required; Bachelor’s degree preferred.
- 4+ years of experience developing and facilitating training in a call center or collections environment.
- 2+ years of direct collections experience (1st or 3rd party), preferably within a bank or financial institution.
- Strong knowledge of FDCPA and collections compliance requirements.
- Experience with adult learning principles and instructional design.
- Experience facilitating training across multiple formats (classroom, virtual, and on-the-job training).
- Experience with Articulate Storyline or similar training tools.
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role.
Benefits
Comp & perks- Fuel Your Life program to support physical, financial, social, and emotional well-being
- Paid holidays and generous time-off policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares through the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available starting on day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
training developmentfacilitationperformance metricscall handlingdocumentationneeds assessmentprogram impact analysisadult learning principlesinstructional designcollections compliance
Soft Skills
coachingcommunicationorganizational skillspartnershipproblem-solving