Collections Training Manager

Pompano Beach, Florida | Full-Time | Onsite

About the role

Turn Your Experience into Someone Else’s Opportunity. Great collectors know how to listen, negotiate, and find solutions. Great trainers help others develop those same skills. SAFCO is seeking a Collections Training Manager who combines practical debt collections experience with a passion for teaching and developing people. You’ll prepare new employees for success, strengthen the skills of experienced collectors, and help build a team that delivers results while treating customers with professionalism and respect.

Responsibilities

• Lead new-hire training covering debt collections, negotiation techniques, customer communication, systems, account documentation, and compliance.
• Guide employees through a structured nesting program—the transition from classroom learning to live customer interactions—with close coaching, call monitoring, and readiness assessments.
• Teach collectors how to understand customers’ circumstances, address objections, and negotiate realistic payment arrangements.
• Develop practical training materials, job aids, role-playing exercises, and refresher courses.
• Review calls and accounts to identify skill gaps and provide clear, constructive feedback.
• Partner with Account Services leadership to align training with collection goals, quality standards, and SAFCO procedures.
• Track employee progress and training results, adjusting your approach to improve proficiency and performance.

Requirements

• Hands-on debt collections experience, including negotiating payment arrangements and resolving challenging customer situations.
• Experience designing and delivering employee training, including classroom instruction and individual coaching.
• Strong knowledge of compliant collection practices, customer service, and accurate account documentation.
• Especially helpful: Experience developing or managing new-hire nesting programs, auto finance collections experience, and familiarity with Nortridge Loan System (NLS) or learning management systems.

Skills

• The ability to explain complex information clearly, demonstrate effective techniques, and adapt to different learning needs.
• Strong communication, organization, and follow-through, with the ability to support multiple trainees and priorities.
• Proficiency with Microsoft Office and collections or loan-servicing systems.

Benefits

• Medical, dental, and vision coverage
• 401(k) plan
• Paid time off
• Employee wellness and engagement programs

Schedule

Onsite five days per week at the Pompano Beach headquarters; candidates must live within commuting distance or be willing to relocate.