[Hiring] Sr. Collections Trainer @Purpose Financial

Role Description

The Collections Trainer reports to Senior Manager, Collections Operations & Training and is responsible for coordinating initial and on-going training activities within the Collections Department while driving and ensuring a service-oriented and professional working environment. The Collections Trainer ensures that Collections employees are trained on Purpose Financial's collection practices, strategies, products, policies & procedures.

The Collections Trainer will enhance the competencies of individual employees by planning and conducting training programs that will boost employee’s workplace performance in alliance with the company’s core values. The Collections Trainer will be responsible for performing training needs assessments, planning, delivering curriculum and learning materials for supporting all phases of training interventions.

Job Responsibility

• Relationship Building/Customer Experience:
  • Build strong relationships with current and prospective Collection agents.
  • Monitor and measure the QA trends for improvement and act on needed areas of training.
  • Work with the collection management team, our L&D team as well as others in the creation and update of training material for collections.
• Performance Promoter:
  • Manage the new hire training program and determine agent readiness.
  • Communicate to the collection management team on new hire performance.
  • Hold team members accountable to individual and team collections goals.
  • Train and coach team members on effective collections techniques.
  • Motivate and inspire the team to work together and surpass their potential.
  • Periodically evaluate ongoing programs to ensure that they reflect any changes.
  • Direct structured learning experiences and monitor their quality results.
• Operations:
  • Assist in the management of the agents KPI’s metrics.
  • Guide daily, weekly, monthly focus of goals and objectives.
  • Suggest, create, and follow up on ideas to improve efficiency and effectiveness with the available resources.
  • Identify training needs by evaluating strengths and weaknesses.
• Training:
  • Instruct and ensure team members are trained and adhere to company policies and procedures.
  • Teach and validate understanding of collections policies and standard of procedures.
• Accountability:
  • Understand, adhere to and enforce all corporate policies including, but not limited to, Code of Conducts, Ethics and Information Security Policies.
  • Introduce refresher programs monthly/quarterly for agents who are underperforming.
  • Assist management by providing instructions on company procedures, policies, practices, and computer systems.
  • Lead by example in a hands-on and approachable manner.
  • Recognize and develop skills/abilities of collections department employees to meet Collections and Company objectives.
• Compliance:
  • Adhere to all Company policies, expectations and guidelines.
  • Ensure all customer and transaction information is accurately entered into the point-of-sale system.
  • Create and maintain accurate customer notes.
  • Adhere to local, state, and federal regulatory requirements.
• Human Resources:
  • Assist the Collections Management team with training, evaluating, and development of staff.
• Leadership:
  • Recognize and improve skills/abilities of team members to meet Collections and Company goals and objectives.
  • Motivate, train, and educate Collection agents on proper techniques and processes.

Qualifications

• Bachelor’s Degree or equivalent experience.
• Certified training credentials (i.e. Master Trainer, ATD certifications etc) will also be considered.

Requirements

• Proven experience in the facilitation of training.
• Sound decision making and organizational skills.
• Ability to present complex information to a variety of audiences.

Knowledge Required

• Knowledge of collections, Advance America systems and policies.
• Strong people skills and strong time management skills.
• Professional verbal communication by phone, email, and in person.
• Ability to read, write, evaluate, and apply complex and detailed information.
• Ability to interact professionally and exhibit appropriate social skills.
• Ability to negotiate payment terms and effectively communicate loan requirements.
• Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and employees.
• Ability to maintain composure in stressful situations.
• Ability to follow procedures in the normal course of business and in stressful situations.
• Ability to develop and maintain business relationships.

Physical Requirements

• Ability to work between the hours of 8:00am and 5:00pm EST Mon – Fri with occasional evenings and Saturdays 9:00 am – 3:00pm.
• Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting.
• Frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.
• Driving and having access during the workday to an insured and reliable transportation.
• Typing; data entry; grasping; transferring items between hands and/or to another person or receptacle.
• Use of office equipment to include computers.
• Ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

• Personal Learning and Development
• Evaluating and Implementing Ideas
• Collections Knowledge
• Training Program Administration

Travel

• Possible Travel.

Attire

• Business Casual

Other

• Must be eligible to work in the USA and able to pass a background check.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Requisition ID

46188