Sr. Collections Trainer (Remote)

Purpose Financial•Greenville, SC

1d•Remote

About The Position

Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future. Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending. Providing services in over 23 states, Purpose Financial employs over 2,500 team members. At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals. The Collections Trainer reports to Senior Manager, Collections Operations & Training and is responsible for coordinating initial and on-going training activities within the Collections Department while driving and ensuring a service-oriented and professional working environment. The Collections Trainer ensures that Collections employees are trained on Purpose Financials collection practices, strategies products, policies & procedures. The Collections Trainer will enhance the competencies of individual employees by planning and conducting training programs that will boost employee’s workplace performance in alliance with the company’s core values. The Collections Trainer will be responsible for performing training needs assessments, planning, delivering curriculum and learning materials for supporting all phases of training interventions.

Requirements

Bachelor’s Degree or equivalent experience.
Proven experience in the facilitation of training.
Sound decision making and organizational skills.
Ability to present complex information to a variety of audiences.
Knowledge of collections, Advance America systems and policies.
Strong people skills.
Strong time management skills.
Professional verbal communication by phone, email, and in person.
Ability to read, write, evaluate, and apply complex and detailed information.
Ability to interact professionally and exhibit appropriate social skills.
Ability to negotiate payment terms and effectively communicate loan requirements.
Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/ business and employees.
Ability to maintain composure in stressful situations.
Ability to follow procedures in the normal course of business and in stressful situations.
Ability to develop and maintain business relationships.
Must be eligible to work in the USA.
Able to pass a background check.

Nice To Haves

Certified training credentials (i.e. Master Trainer, ATD certifications etc)

Responsibilities

Build strong relationships with current and prospective Collection agents.
Monitor and measure the QA trends for improvement and act on needed areas of training.
Working with the collection management team, our L&D team as well as others in the creation and update of training material for collections.
Manages the new hire training program and determines agent readiness and communicates to the collection management team on new hire performance.
Holds team members accountable to individual and team collections goals.
Trains and coaches team members on effective collections techniques.
Motivating and inspiring the team to work together and surpass their potential.
Periodically evaluating ongoing programs to ensure that they reflect any changes.
Direct structured learning experiences and monitor their quality results.
Responsible for assisting in the management of the agents KPI’s metrics.
Guides daily, weekly, monthly focus of goals and objectives.
Suggests, creates, and follows up on ideas to improve efficiency, and effectiveness with the available resources.
Identify training needs by evaluating strengths and weaknesses.
Instruct and ensure team members are trained and adhere to company policies and procedures.
Teach and validate understanding of collections policies and standard of procedures.
Understand, adhere to and enforce all corporate policies including, but not limited to, Code of Conducts, Ethics and Information Security Policies.
Introduce refresher programs monthly/quarterly for agents who are under performing with QA violations, call performance, collections skills, etc.
Assist management by providing instructions on company procedures, policies, practices, and computer systems.
Lead by example in a hands-on and approachable manner.
Recognize and develop skills/abilities of collections department employees in order to meet Collections and Company objectives.
Adhere to all Company policies, expectations and guidelines.
Ensure all customer and transaction information is accurately entered into the point-of-sale system.
Create and maintain accurate customer notes.
Adhere to local, state, and federal regulatory requirements.
Assist the Collections Management team with training, evaluating, and development of staff.
Recognize and improve skills/abilities of team members to meet Collections and Company goals and objectives.
Motivate, train, and educate Collection agents on proper techniques and processes.

Benefits

Competitive Wages
Health/Life Benefits
Health Savings Account plus Employer Seed
401(k) Savings Plan with Company Match
Paid Parental Leave
Company Paid Holidays
Paid Time Off including Volunteer Time
Tuition Reimbursement
Business Casual Environment
Rewards & Recognition Program
Employee Assistance Program
Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks