Contact Center Trainer

Concord Servicing•Chandler, AZ

3h•Onsite

About The Position

Concord is a fintech loan servicing company dedicated to providing exceptional financial solutions and outstanding service to our customers. As we continue to grow, we are looking for a dynamic and experienced Contact Center Trainer to join our team at our Chandler, AZ location. In this role, you will be responsible for delivering comprehensive training programs for our Customer Service Representatives and Collections Representatives. You will play a critical role in ensuring our front-line teams are equipped with the product knowledge, compliance skills, and service techniques needed to deliver a best-in-class customer experience.

Requirements

5+ years of experience as a trainer in a contact center environment; experience in financial services, fintech, or loan servicing strongly preferred
Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks
Demonstrated experience training on collections practices and/or customer service within a regulated industry
Working knowledge of FDCPA, FCRA, AML, and applicable consumer protection regulations
Strong facilitation, presentation, and communication skills with the ability to engage diverse adult learners
Proficiency in instructional design principles and experience developing training content using Microsoft Office Suite and/or LMS platforms
Ability to analyze performance data and translate findings into targeted training interventions
Detail-oriented, highly organized, and able to manage multiple training cohorts and projects simultaneously
Must be available to work on-site at Concord’s Chandler, Arizona location

Responsibilities

Deliver new hire onboarding and ongoing training programs for Customer Service Representatives and Collections Representatives
Collaborate with the client to develop and deliver tailored training materials and programs
Maintain training materials, including scripts, job aids, e-learning modules, assessments, and process documentation for loan servicing workflows
Train representatives on federal and state compliance regulations applicable to consumer loan servicing, including FDCPA, FCRA, and AML
Facilitate classroom and virtual training sessions focused on customer service excellence, de-escalation techniques, collections strategies, and system navigation
Conduct side-by-side call monitoring, live coaching, and quality calibration sessions to reinforce training concepts and identify skill gaps
Partner with Operations, Quality Assurance, and Compliance teams to identify training needs and ensure the curriculum reflects current policies and procedures
Measure and report on training effectiveness using assessments, performance metrics, and post-training evaluations; continuously improve training content based on results
Maintain up-to-date knowledge of Concord’s loan products, servicing platforms, and technology tools used by the contact center team
Support the rollout of new products, system upgrades, and policy changes by developing and delivering just-in-time training to impacted teams
Foster an engaging, inclusive, and positive learning environment that motivates representatives to perform at their highest level