Training Specialist

About the role

As a Training Specialist supporting Collections (1st and 3rd party), you will play a key role in developing high-performing collectors by delivering engaging training focused on compliance, customer interactions, and performance-driven results. You will facilitate new hire onboarding and ongoing skill development sessions, ensuring associates are equipped to meet KPIs while adhering to regulations such as the FDCPA.

What You Will Do

• 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.
• Affiliate with LMS administration, scheduling, and training logistics.

What You Will Need To Have

• A 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.

What Would Be Great To Have

• In-depth knowledge of collections regulations, including the Fair Debt Collection Practices Act (FDCPA).
• Bachelor’s degree.
• 5+ years of training facilitation experience in Collections or Financial Services.
• Experience supporting high-volume hiring or training classes in Collections.

Benefits

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
Retail 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