Learning & Development Trainer

Fiserv•Marietta, GA

About The Position

As a Training and Development Specialist for the Collections Team (1st and 3rd party), you will develop 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, equipping associates to meet KPIs while adhering to regulations such as the FDCPA.

Requirements

High school diploma required.
At least 4 years of experience developing and facilitating training in a call center or collections environment.
At least 2 years of direct collections experience (first or third 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 in classroom, virtual, and on-the-job formats.
Experience with Articulate Storyline or similar training tools.
Must currently possess valid and unrestricted U.S. work authorization; candidates requiring sponsorship now or in the future are not eligible.

Nice To Haves

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

Responsibilities

Facilitate new-hire training programs for Collections in first- and third-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, including scripts, objection handling, and 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.
Assist with LMS administration, scheduling, and training logistics.

Benefits

Fuel Your Life program supporting 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 peer-recognition program with points redeemable for rewards.
Eight Employee Resource Groups.
Professional growth opportunities through training, development, and internal mobility.
Retirement 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.