Training Specialist

ARS National Services

25d • Onsite

About The Position

The Training Specialist (TS) at ARS is responsible for providing all Account
Representatives with the skills necessary to be successful by providing new hire
training and mentoring, on-going skill building and coaching, and support to the
management team.  The lead facilitator of team designed curriculum, the TS uses
a blended learning approach to train new hires, with a new class every month. 
The TS will additionally contribute to overall site productivity by making
themselves available to Production Supervisors and management staff as a source
of information for coaching and developing techniques, compliance policies and
procedures, change management, and federal and state law changes and updates. As
a member of the management staff, this position is expected to positively affect
the performance of the site by graduating Account Representatives that have
shown the skills and abilities necessary to be successful, and maintain
sustained impact by continuing to develop the Account Representatives once they
have graduated to the Production Floor. In addition, this position will
participate in scheduled production meetings, provide information to internal
and external customers regarding training processes and improvement, participate
in workgroup efforts to improve results, and serve as a model coach dedicated to
the professional growth of all employees.

Requirements

• Bachelor’s degree in a related field or equivalent combination of education and relevant experience.
• 2+ years of experience in collections, call center operations, or accounts receivable required.
• Ability to use group facilitation strategies that promote the development of a safe, learner-centered environment, group cohesion, comfort with risk taking (such as role playing with their peers), and commitment to common learning objectives.
• Experience using a variety of group management strategies, and intervenes to manage problematic behaviors without alienating either the individual or group.
• Ability to communicate and interact across business and with business partners as required; work in team-oriented environment.
• Strong analytical skills to evaluate instructional effectiveness and assess learners’ performance.
• Passion for excellence, high level of energy, strong ability to energize others.
• Proven ability to coach and develop employees to improve performance and meet KPIs.
• Strong facilitation, presentation, and communication skills.

Nice To Haves

• Experience in a training, coaching, lead, or supervisory role preferred.
• Knowledge of adult learning principles and ability to apply them in a business environment.
• Familiarity with call center metrics (e.g., RPC, PTP, AHT) and quality monitoring processes.
• Working knowledge of collections compliance and regulatory requirements (e.g., FDCPA) preferred.
• Experience with Learning Management Systems (LMS) and/or training content development tools preferred.

Responsibilities

• Engage all learners at all levels to improve performance
• Deliver pre-designed course material in both group and one-on-one sessions
• Review course material and recommend changes, additions or deletions to the Curriculum Designer to enhance the effectiveness of the program
• Maintain administrative records of all learners with 100% accuracy
• Manage new hires as a team and introduce Account Representatives to production expectations and team environment
• Mentor, coach, and evaluate new hire’s progress including skills assessments, call listening, Learner Exam and Practicum (LEAP) and recommendations of termination for poor performers
• Conduct quality assurance monitoring of new hire Account Representatives to ensure readiness for evaluation to graduate from training to the production floor.
• Provide feedback on new hires to Production Supervisors and Site Directors regarding skill-sets, Client fit, and potential team placement of graduating new hires.
• Provide feedback to Recruiting Specialist on new-hires coming into the training program. 
• Support the annual recertification process to ensure site is 100% compliant in all required training
• Cross train to understand primary functions of the entire HR Team to provide back-up for site Human Resource Generalist, Recruiting Specialist, and Training Specialists at other sites
• Reviews and act on evaluation data and feedback provided by classes to improve the delivery and results of training program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees