Trainer

About the Role

The Trainer dedicated to Servicing will administer, organize, and deliver training programs focused on customer relationship management, collections techniques, work procedures, policies, billing system functionality, and leadership training. This role requires close collaboration with the Human Resources Department.

Responsibilities

• Provide orientation support by facilitating training for new employees in the Servicing and Loss Mitigation organization.
• Partner with business leaders and stakeholders to determine ongoing departmental training needs and create/deliver content to address them.
• Organize and maintain up-to-date training procedure manuals, records, and course materials such as handouts and visual aids.
• Stay current with policy and procedural updates.
• Utilize adult learning techniques and training methods to achieve learning objectives.
• Develop alternative training methods if expected improvements are not observed.
• Communicate clearly and concisely to various levels of the organization.
• Use a variety of instructional techniques and formats, including role-playing, simulations, team exercises, group discussions, and lectures.
• Maintain a team-focused mentality and establish positive working relationships across all departments.
• Perform other tasks as assigned.

Requirements

• Bachelor’s degree in Education or Organizational Development preferred; or equivalent combination of education and experience.
• One to two years of experience in content creation and delivery.
• 2+ years of experience delivering training materials in an adult educational environment preferred.
• Experience in the Customer Service industry; background in Collections or Finance is preferred.
• Ability to effectively communicate complex information and ideas to diverse audiences.
• Strong decision-making and organizational skills.
• Effective classroom management skills.
• Advanced proficiency in Excel, Word, and PowerPoint.
• High level of professionalism.

Supervisory Responsibility

This position includes supervisory responsibilities.

Work Environment

This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Schedule

This is a full-time position with a work schedule of Monday through Friday, with occasional variations as needed.

Travel

This position requires up to 20-40% travel, depending on seasonality and business needs.