Collections Learning Experience Trainer
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Description The Collections Learning Experience Specialist leads the design and implementation of complex training programs, facilitates training sessions, and collaborates with Collections leadership to align training initiatives with organizational goals.
This role involves advanced curriculum development, extensive performance analysis, and leading cross-functional training projects, with accountability for performance management of Collections new hires, agents, escalation teams, and leadership.
Role and Responsibilities Lead the design and facilitation of training programs.
Oversee curriculum development and updates for multiple business lines.
Drive and manage large-scale training initiatives.
Provide advanced support to trainers at our outsourced training partner sites and ensure their continuous development.
Facilitate soft skills training sessions.
Serve as a subject matter expert for Collections training.
Lead by example by modeling and championing Snap Finance's values and culture.
Supervise team members during training and nesting (the guided practice period following training).
Guide employees to meet performance and quality expectations.
Analyze team performance metrics to offer feedback and coaching.
Collaborate with leadership to improve agent performance.
Drive optimization of learning experiences through strategic initiatives.
Ensure efficient management and utilization of the Learning Management System (LMS) for the entire organization.
Provide advanced tracking and reporting on training effectiveness.
Maintain and enhance subject matter expertise through ongoing professional development.
Deliver high-impact training and achieve measurable improvements in performance.
Lead continuous improvement efforts and implement innovative training solutions.
Align training initiatives with long-term business objectives and strategic goals.
What you'll need to succeed: Bachelor's degree or equivalent experience.
3+ years of collections and/or customer service experience.
5+ years of call center experience.
Advanced presentation, verbal, and written communication skills.
Proven track record of managing complex training projects.
High level of proficiency in Microsoft Office Suite and LMS platforms.
Excellent written and verbal communication skills (English C1 level or equivalent).
Strong ability to work independently and as part of senior leadership teams.
Strong training needs analysis and evaluation skills.
Why Join Us: Generous paid time off Competitive medical, dental
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