Training Specialist - Call Center/Collections
7 days ago
Houston
Job Description This position is in the West Houston area. Candidates MUST reside in the greater Houston area. This is an on-site position. Fluency in English and Spanish is a plus! What You’ll Do: • Engage all learners at all levels to improve performance, • Deliver pre-designed course material in both group and one-on-one sessions, • 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 exams and practicums, 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., • 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, • 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., • 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., • Experience in a training, coaching, lead, or supervisory role preferred., • 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., • Working knowledge of collections compliance and regulatory requirements (e.g., FDCPA) preferred., • Strong facilitation, presentation, and communication skills. This is an exempt position supporting the Houston site. New Hire training is typically conducted Monday through Friday from 8:00 a.m. to 5:00 p.m.; however, schedules may vary based on business needs, including occasional early mornings, evenings, or adjusted hours. DISCLAIMER: ARS is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on race, religious creed (which includes religious dress and grooming practices), color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (which includes pregnancy, childbirth, breastfeeding, and related conditions), gender, gender identity, gender expression, age, sexual orientation, military or veteran status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. All such discrimination is unlawful. ARS National Services. Be MORE. Job Type: Full-time Benefits: • 401(k), • 401(k) matching, • AD&D insurance, • Dental insurance, • Disability insurance, • Employee assistance program, • Flexible spending account, • Health insurance, • Health savings account, • Life insurance, • Opportunities for advancement, • Paid time off, • Paid training, • Referral program, • Vision insurance, • Work from homeCompany DescriptionARS helps customers resolve their overdue accounts with dignity, transparency, and recognition of each individual’s financial situation. We have more than 25 years of experience, work in all 50 states, and work for the most reputable financial companies in the country.ARS helps customers resolve their overdue accounts with dignity, transparency, and recognition of each individual’s financial situation. We have more than 25 years of experience, work in all 50 states, and work for the most reputable financial companies in the country.