Training Specialist

ARS•Houston, TX

7d•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.
Knowledge of adult learning principles and ability to apply them in a business environment.
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.
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.