Midland Credit Management, an Encore Capital Group Company

Operations Training Specialist I

Midland Credit Management, an Encore Capital Group Company

full-time

Posted on:

Location Type: Office

Location: St. Cloud • Arizona • Minnesota • United States

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Salary

💰 $23 - $30 per hour

About the role

  • Aids in the overall development of the Account Manager (AM) positions by ensuring various call quality metrics are being met.
  • Coordinates with Managers to ensure appropriate number of audits are performed for each Account Manager in a specific month.
  • Delivers guidance and feedback on performance expectations outlined in the OCM.
  • Conducts quality review and training of AM performance.
  • Audits AM inbound and outbound calls and/or accounts to observe performance, techniques, and application of effective communication.
  • Maintains a comprehensive working knowledge of OCM and models components of the CFLM.
  • Provides coaching, advice, and guidance to AMs based on observed behaviors and habits.
  • Maintains tracking system of assigned AMs to ensure accurate employee trending and progress.
  • Participates in meetings and presentations or other designated special projects as assigned.

Requirements

  • High School Diploma.
  • At least 2 years experience in an Account Manager or related role.
  • Knowledge of FDCPA, Call Model, and Call Center procedures.
  • Proficiency with Outlook and Excel.
  • Knowledge of organizational infrastructure and adult behavioral patterns.
  • Ability to work independently with some direction from colleagues and management.
  • Strong interpersonal and communication skills.
  • Training delivery, group/team facilitation and presentation skills.
Benefits
  • Earn a competitive salary.
  • Monthly incentives or annual bonus.
  • Paid training and development programs.
  • Company-wide awards and prizes like all-inclusive vacations.
  • Tuition Assistance.
  • Comprehensive healthcare plans and options.
  • Fitness membership reimbursements.
  • Wellness rewards Program.
  • 8 hours of paid time off each year to volunteer.
  • Volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.
  • Retirement savings programs.
  • Company paid leave, new parent flex time, and child back-up care options.
  • Company-sponsored team-building events.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Call Center proceduresFDCPACall ModelTraining deliveryGroup facilitationPresentation skillsPerformance auditingQuality reviewEmployee trackingCommunication techniques
Soft Skills
Interpersonal skillsCommunication skillsCoachingGuidanceFeedback deliveryIndependent workTeam collaborationPerformance expectationsBehavioral observationOrganizational skills
Certifications
High School Diploma