Collections Training Manager

Southern Auto Finance Company, LLC•Pompano Beach, FL

7d•Onsite

About The Position

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.

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.
The ability to explain complex information clearly, demonstrate effective techniques, and adapt to different learning needs.
Strong knowledge of compliant collection practices, customer service, and accurate account documentation.
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.

Nice To Haves

Experience developing or managing new-hire nesting programs
Auto finance collections experience
Familiarity with Nortridge Loan System (NLS) or learning management systems.

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.