Training Instructor, Collections Specialist

2 weeks ago

Toronto, Ontario, Canada Fairstone Bank Full time

We are seeking a skilled Collections Training and Development Specialist to join our team. As a Collections Training and Development Specialist, you will play a pivotal role in enhancing the performance and skills of collection agents.



Your primary responsibility will be to design and deliver training programs tailored to optimize call handling, customer service, and overall efficiency within the team. You will collaborate closely with the management to ensure that training initiatives align with organizational goals and best practices in the industry.




  • Provide support in reviewing and enhancing training programs, strategies, and resources for agents to cover call handling techniques, customer service skills, product knowledge, and system navigation.
  • Develop and deliver training to identified employees by their managers.
  • Collaborate with managers to identify training needs, assess performance gaps, and develop targeted solutions.
  • Recommend enhancements based on best practices to improve training programs. Partner with internal stakeholders, including Quality Assurance and Operations, to ensure alignment of training initiatives with organizational objectives and compliance requirements.
  • Provide ongoing coaching, mentoring, and support to collections agents to reinforce learning outcomes and drive performance improvement.
  • Facilitate orientation for new hires, including providing welcome packages and assisting in onboarding processes.
  • Administer CBS Call Model Certification and Training, Policy and Procedure Training, and Compliance and Call Quality Evaluation programs.
  • Conduct call calibrations with agents and counterparts to ensure consistency in evaluating call quality and compliance.
  • Perform monthly Call Quality evaluations alongside management, providing feedback and recommendations for improvement.


Requirements

We are looking for a highly skilled and experienced Collections Training and Development Specialist with a Bachelor's degree in a related field and proven relevant experience (3+ years) in a collections call centre environment. The ideal candidate will have proficiency in adult learning theory, strong communication skills, and excellent interpersonal skills.




  • Strong analytical mindset with the ability to collect, analyze, and interpret data to measure training effectiveness, identify trends, and drive continuous improvement initiatives.
  • Demonstrated organizational skills, attention to detail, and project management abilities to prioritize competing demands, meet deadlines, and deliver high-quality results in a fast-paced environment.
  • Flexibility and adaptability to accommodate changing business needs, technology advancements, and evolving training requirements within the call center industry.
  • Passion for learning and professional development, with a commitment to staying current on industry trends, best practices, and emerging technologies in training and development.


We offer a comprehensive benefits package, including a competitive salary, 15 paid vacations, 6 wellness days, and a retirement planning program. We are proud to be one of Montreal's Top Employers 2024 and offer a dynamic and inclusive work environment.



Learn more about our company culture and benefits at [insert link].



Why Work with Us

We are a leading financial institution dedicated to providing excellent customer service and innovative financial solutions. As a Collections Training and Development Specialist, you will have the opportunity to work with a talented and growing team, contribute to the success of our organization, and develop your skills and expertise in a dynamic and supportive environment.



Join our team and be part of our inclusive workplace where diverse perspectives drive innovation and excellence.

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