Trainer

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.

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 

• 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.  

• Help develop alternative training methods if expected improvements are not seen. 

• Provide clear and concise communication to various levels of the organization. 

• Utilize a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, and lectures. 

• Maintain a team-focused mentality and establish positive working relationships with all departments.   

• 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. 

• Experience in the Customer Service industry; background in Collections or Finance is preferred. 

• The ability to effectively communicate complex information and ideas to a variety of audiences. 

• Ability to demonstrate sound decision making and organizational skills. 

• Ability to demonstrate effective classroom management skills.  

• Advanced experience with Excel, Word, and PowerPoint. 

• High level of professionalism

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 20-40% travel depending on seasonality and business needs.

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.