Summary/Objective

The Trainer dedicated to Servicing will be responsible for administering, organizing and delivering training programs as they relate to customer relationship management, collections techniques and approaches, work procedures, policies, practices, billing system functionality and leadership training.  This role requires close interaction with the Human Resources Department & Operations.  

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides orientation support by facilitating training of new employees in the Servicing and Loss Mitigation organization
• Perform ongoing and uptraining to existing associates
• Partner with business leaders and stakeholders such to determine ongoing departmental training needs and create/deliver content to address.
• Organize and help maintain up-to-date training procedure manuals, records and course materials such as handouts and visual aids.
• Stay abreast of policy and procedural updates.
• Utilize adult learning techniques and training methods to achieve learning objectives.
• Utilize a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, and lectures.
• Conduct coaching with associates by leveraging coaching best practices to assist with performance improvement.
• Perform call evaluations and provide coaching
• Support trainers by cofacilitating classes
• Perform instructor evaluation upon the request of Manager
• Other tasks as assigned

Qualifications

• Bachelor's degree in Education or Organizational Development preferred; one to two years’ experience in content creation and delivery; or equivalent combination of education and experience.
• 2+ years of experience delivering training materials in an adult educational environment preferred.
• 2+ years of experience supervisory experience preferred.
• 1+ year of experience in quality (transaction monitoring) preferred.
• Experience in the Customer Service industry; background in Collections or Finance is preferred.
• Advanced experience with Excel, Word, and PowerPoint.

Supervisory Responsibility

This position does have supervisory responsibilities.

Work Environment and Physical Demands

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed.

Travel

This position will require up to 10% travel depending on seasonality and business needs.

EEO Statement

ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.  ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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