- Provides in person and virtual training and mentoring sessions
- Monitors, evaluates and reports on the progress of new employees during the initial training period as well as employees who participate in advanced training programs
- Actively participates in collaborative coaching and mentoring sessions with all employees to develop technical competencies; provides actionable feedback from sessions to management
- Monitors call performance of standards concurrently; ensures that team members verify and update account information, properly document accounts; receives input from Quality Control and acts as needed
- Reviews status collection and outstanding balance reports and evaluates effectiveness of existing collection policies and procedures; makes recommendations improvements and/or additional training
- Maintains accurate records of trainee performance and disciplinary actions during the training period; utilizes industry-recognized protocols for evaluating trainees' performance
- Identifies team members who require remedial training or could excel in training in more advance topics; consults leadership as needed
- Responsible for setting up and maintain training facilities and coordinating with Information Technology on automation upgrades, repairs and troubleshooting
- Establishes and maintains an environment that encourages teamwork while contributing individual efforts and ethical behavior; responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility
- Trains employees on proper handling of customer account information, the Fair Debt Collection Practices Act (FDCPA) and the Fair Credit Reporting Act (FCRA), as well as company policies and procedures related to collection efforts using established collection training methods, techniques, and ideas.
- Identifies and address FDCPA, FCRA or other company policy violations and advises management of potential acts that may result in litigation against the company
- Participate in all required compliance training and keeps informed of other laws and regulation related to collections
- Travels as needed to assist with training at other sites and attend assigned trainings
- Provides onboarding and training new Operations Managers as well as on-going improvement training to Operations Leadership
- Participates in Train the Trainer activities
- Monitors assigned sites productivity and quality scores to identify areas of improvement
- Prepares and documents disciplinary actions; makes recommendations concerning dismissals of employees with manager and the Human Resources Department.
- Reviews performance and conduct of employees; makes recommendation for retention in training program.
- Responsible approving hours worked for payroll of hourly employees. Acts as temporary team manager if an Operations leader is out for an extended time.
- May mentor and advise other trainers on best practices and application of learning techniques. May evaluate other trainers on training effectiveness
- 1+ years of related training experience or equivalent combination of education and experience
- Ability to evaluate training for effectiveness and improve design based in evaluation results
- 6 months + of collection experience preferred
- Experience training other trainers and evaluating trainer effectiveness
- Excellent understanding of company policies and procedures and ability to apply this information to meet collection goals
- Knowledgeable of commonly used collection concepts and practices
- Excellent verbal and written communication skills; ability to ensure flow of information up and down the chain of authority and maintain professional demeanor with employees, visitors, guests and vendors
- Ability to use of analytical tools including Excel
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to handle multiple projects/tasks simultaneously while meeting deadlines
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
- Ability to read reports and make actionable plans, business correspondence, procedure manuals, and process documents.
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Talent Development Specialist - Norfolk, United States - PRA Group
Description
We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.
Position Summary:
Trains new collection representatives on the Fair Debt Collection Practices Act (FDCPA), collection software and collection techniques. Facilitates soft skills training and one-on-one coaching with collection representatives and management. Monitors site productivity and works with leadership in identifying and remediating productivity opportunities.
Key Responsibilities (other duties may be assigned):
All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace.
