Position Summary The Trainer – Collections is responsible for delivering and maintaining high-quality training programs that support Self’s Collections operations. This role blends facilitation excellence with content ownership. While primarily focused on Collections, this role may also support other training initiatives at Self, too. The Trainer will design, deliver, and continuously improve training for collections specialists, ensuring alignment with operational goals, compliance requirements, and customer experience standards. This role requires strong communication skills, experience in collections programs, and the ability to develop and maintain both live and eLearning training content.
Key Responsibilities Training Delivery & Facilitation ● Facilitate engaging instructor-led training (ILT), virtual instructor-led training (VILT), and blended learning programs for Collections team members. ● Deliver onboarding, upskilling, refresher, and policy/process update trainings. ● Demonstrate strong classroom management skills and adapt delivery to diverse learner needs. ● Reinforce compliance standards, regulatory requirements, and customer-centric best practices within collections programs. ● Assess learner performance and provide coaching and feedback to support skill development.
Content Development & Maintenance ● Develop, update, and maintain training materials including facilitator guides, participant materials, job aids, eLearning modules, and knowledge checks. ● Convert complex collections processes, call flows, system workflows, and compliance requirements into clear, learner-friendly content. ● Partner with SMEs, Compliance, and Operations leaders to ensure accuracy and alignment. ● Edit and enhance existing content for clarity, engagement, and instructional effectiveness. ● Maintain version control and documentation of content updates.
eLearning & LMS Support ● Support development and deployment of digital learning assets using authoring tools (e.g., Articulate 360, Rise, or equivalent). ● Ensure content integrates effectively within the Learning Management System (LMS) (SCORM/xAPI where applicable). ● Assist with content uploads, updates, and troubleshooting in the LMS.
Continuous Improvement ● Gather feedback from learners, supervisors, and stakeholders to improve training effectiveness. ● Monitor performance trends to identify knowledge gaps and recommend targeted training solutions. ● Stay current on collections best practices, adult learning principles, and fintech industry standards.
Qualifications ● 3–5+ years of experience in Collections operations (consumer collections preferred), with demonstrated knowledge of collections strategies, call handling, and performance metrics. ● 2+ years of experience delivering training in a contact center or operations environment. ● Strong written and verbal communication skills with the ability to simplify complex regulatory and operational content. ● Experience creating or maintaining training materials (facilitator guides, job aids, eLearning modules). ● Familiarity with Learning Management Systems (LMS) and digital content deployment. ● Experience with eLearning authoring tools (Articulate 360, Rise, Captivate, etc.) preferred. ● Ability to manage multiple priorities in a fast-paced, evolving environment. ● Knowledge of fintech, financial services, and/or regulated environments strongly preferred.
Key Competencies ● Excellent facilitation and presentation skills. ● Strong instructional writing and content editing abilities. ● Attention to detail and commitment to compliance accuracy. ● Collaborative mindset with ability to work cross-functionally. ● Adaptability and comfort with change in a dynamic operations environment. ● Ability to balance learner engagement with operational rigor.
