Job Description: Training and Quality Specialist - Loan Recovery

Location: [City/Region] (Hybrid - Office & On-site at Customer Locations)

Department: Loan Recovery / Collections

Employment Type: Full-Time

Reports To: [Manager/Supervisor Title]

About the Role:

We are looking for a dynamic and knowledgeable Training and Quality Specialist with a strong background in loan recovery and collections. The ideal candidate will be responsible for designing and delivering experiential training programs to our collections associates, ensuring they have the skills and strategies needed to meet performance targets. This role will require the ability to work from our office as well as travel to various customer locations to provide on-site training and support.

Key Responsibilities:

1. Training Design & Delivery:

• Develop and implement experiential learning programs focused on improving the performance of collections associates.
• Create training modules on best practices in loan recovery, customer communication, negotiation, and conflict resolution.
• Conduct classroom sessions, workshops, and on-the-job training to enhance associates' skills and ensure they meet collection targets.

1. Quality Assurance & Performance Improvement:

• Monitor the performance of collections associates, identify gaps, and develop training strategies to address them.
• Use data-driven insights to provide feedback and coaching on effective loan recovery techniques.
• Develop and implement quality metrics to measure the effectiveness of training programs.

1. On-Site Customer Support:

• Visit customer locations to provide hands-on training, support, and guidance to collections associates.
• Assess on-ground challenges and customize training sessions to address specific needs of the customer’s teams.
• Establish and maintain positive relationships with customers, acting as a liaison to understand their needs and ensure training programs align with their objectives.

1. Program Evaluation & Continuous Improvement:

• Evaluate training outcomes, gather feedback, and continuously improve training materials and methods.
• Keep updated on industry trends and best practices in loan recovery, ensuring training content is relevant and effective.
• Prepare regular reports on training activities, performance improvements, and quality metrics.

1. Collaboration & Coordination:

• Work closely with the Loan Recovery and HR teams to ensure alignment of training initiatives with business goals.
• Coordinate with management to understand new targets, product changes, and updates in policies to adapt training programs accordingly.
• Support the recruitment and onboarding of new collections associates by providing foundational training.

Qualifications & Requirements:

• Educational Qualification: Bachelor's degree in [Relevant Field] (Graduation is mandatory).
• Experience: Proven experience (3+ years) in loan recovery, collections, or a related field.
• Training Skills: Experience in training or coaching teams, with a focus on experiential learning methodologies.
• Knowledge: Deep understanding of loan recovery processes, collection strategies, and customer communication.
• Communication: Excellent verbal and written communication skills; ability to convey complex information in an easily understandable manner.
• Interpersonal Skills: Strong ability to engage, motivate, and build rapport with learners and customers.
• Flexibility: Willingness to travel to customer locations as required (up to [Percentage]% of the time).

Preferred Skills:

• Analytical Thinking: Ability to analyze performance data and develop training programs based on findings.
• Problem-Solving: Strong problem-solving skills to address challenges in loan recovery and improve collection practices.
• Proficiency in Technology: Familiarity with training software, CRM tools, and collection management systems.
• Certifications: Relevant certifications in training, coaching, or loan recovery are a plus.

Why Join Us?

• Impactful Role: Play a key role in enhancing the skills and performance of our collections associates, contributing directly to the success of the organization.
• Growth Opportunities: Opportunity for career advancement within a growing team.
• Dynamic Environment: Work in a collaborative, fast-paced, and customer-focused environment.