Develop and deliver comprehensive training programs to ensure Collections Consultants possess the necessary skills and knowledge to perform their duties effectively.
This includes in-person and virtual training sessions that focus on debt collection and recovery processes, customer service best practices, and regulatory compliance.
The objective is to improve the overall performance and efficiency of the Collections Consultants, resulting in higher collection rates and improved quality customer interactions.
Create and maintain high-quality training materials and programs that are consistent with industry standards and company policies. Collaborate with the Call Centre Quality team management to keep training content updated and relevant.
Provide consistent and effective training that aligns with business goals, enhances employee performance, and supports the continuous improvement of the Collections Call Centre.Conduct training needs analysis, and develop appropriate training solutions.Design and develop comprehensive training programs and materials, including presentations, manuals, job aids and online resources.Update existing training content to ensure it reflects current best practices and regulatory requirements.Conduct engaging and interactive training both for new hires and refresher training for existing Consultants.
Facilitate in-person and virtual training sessions using Microsoft Teams, Zoom, and NewSpring LMS.Utilize various training techniques to engage participants and enhance learning retention.Work with the Call Centre Product Specialist to understand product and campaign updates and incorporate them into training.Collaborate with the Call Centre Quality Team Management to identify training needs based on performance metrics and feedback.Report training activities and outcomes to the HRBP for Learning and Development
.Assess and evaluate the effectiveness of training programs, and continuously improve training programs, based on evaluations and industry best practices.Maintain accurate training records.
Requirements
Senior Certificate, a tertiary qualification would be advantageous
ETDP Certificate or Diploma is essential
Minimum 3 years training delivery and material development experience, preferably in a collections call centre, customer service or financial services industry
Minimum 3 years experience working with collections processes and customer service.Knowledge of relevant Financial Services laws and regulations is advantageous
Ability to use adult learning models, eg. ADDIE, 6D's, or SAMExcellent verbal and written communication skills.
Strong presentation and facilitation skills.Ability to create engaging and effective training materials.
Proficiency in all Microsoft Office programs (Outlook, Powerpoint, Excel, Word, Teams)
Proficiency in using virtual training platforms (e.g. NewSpring LMS, Microsoft Teams, Zoom, etc.)
Strong organizational and time-management skills.Relevant training assessment and evaluation processes
Problem solving skills
Detail-Oriented
ResilientTeam player with the ability to work independently.
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