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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in developing and facilitating training programs within collections environments, with a strong focus on FDCPA compliance and performance metrics. Proficient in instructional design and adult learning principles, capable of delivering training across various formats.
Highest-signal resume keywords
FDCPA Compliance KnowledgeTraining Development and FacilitationAdult Learning PrinciplesArticulate Storyline ExperienceCall Center Training Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Training DevelopmentFacilitation SkillsPerformance Metrics AnalysisCompliance TrainingNeeds AssessmentInstructional DesignCall Handling TechniquesDocumentation StandardsProgram Impact AnalysisKPI Reinforcement
Soft Skills
CoachingCommunicationCollaborationProblem-SolvingAdaptability
Tools & Technologies
Learning Management System (LMS)Articulate StorylineVirtual Training PlatformsClassroom Training ToolsTraining Logistics Management
Industry Keywords
Collections Environment1st Party Collections3rd Party CollectionsFinancial Institution ExperienceCall Quality Standards
About the role
Key responsibilities & impact- Facilitate new hire training programs for Collections in 1st and 3rd party environments
- Deliver ongoing coaching and refresher training focused on call quality, compliance, and performance metrics
- Train associates on FDCPA guidelines, call handling, and proper documentation
- Use needs assessments to identify performance gaps and recommend training solutions
- Support the design and development of collections-specific training content, including scripts, objection handling, and compliance modules
- Partner with Operations to reinforce KPIs such as call volume, right-party contact, promise-to-pay, and collections targets
- Conduct program impact analysis and support performance improvements
- Assist with LMS administration, scheduling, and training logistics
Requirements
What you’ll need- High School Diploma required
- Bachelor’s degree preferred
- 4+ years of experience developing and facilitating training in a call center or collections environment
- 2+ years of direct collections experience (1st or 3rd party), preferably within a bank or financial institution
- Strong knowledge of FDCPA and collections compliance requirements
- Experience with adult learning principles and instructional design
- Experience facilitating training across multiple formats (classroom, virtual, and on-the-job training)
- Experience with Articulate Storyline or similar training tools
- Valid and unrestricted U.S. work authorization required
- Candidates requiring sponsorship now or in the future will not be considered
Benefits
Comp & perks- Fuel Your Life program to support physical, financial, social, and emotional well-being
- Paid holidays and generous time-off policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares through the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available starting on day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave