Collections Learning Experience Specialist

About the role

Snap Finance is hiring a Collections Learning Experience Specialist who leads the design and implementation of complex training programs, facilitates training sessions and works with Collections leadership to align training with organizational goals. The role covers advanced curriculum development, performance analysis and leading cross-functional training projects, with accountability for performance management of new hires, agents, escalation teams and leadership.

Key responsibilities

• Lead the design and facilitation of training programs and oversee curriculum development and updates across multiple business lines.
• Drive and manage large-scale training initiatives and provide advanced support to trainers at outsourced training partner sites.
• Facilitate soft skills training sessions and act as subject matter expert for Collections training.
• Supervise team members during training and nesting, guide them to meet performance and quality expectations, and analyze performance metrics to give feedback and coaching.
• Collaborate with leadership to improve agent performance and optimize learning experiences through strategic initiatives.
• Ensure efficient use of the Learning Management System (LMS) across the organization and provide tracking and reporting on training effectiveness.
• Maintain subject matter expertise through professional development, lead continuous improvement and align training with long-term business goals.

Required profile

• Bachelor's degree or equivalent experience.
• 3+ years of collections and/or customer service experience.
• 5+ years of call center experience.
• Proven track record of managing complex training projects.
• Excellent written and verbal communication skills (English C1 level or equivalent).
• Ability to work independently and within senior leadership teams.

Required skills

• Advanced presentation, verbal and written communication skills.
• High proficiency in Microsoft Office Suite and LMS platforms.
• Training needs analysis and evaluation skills.

What we offer

• Paid time off.
• Medical, dental and vision coverage.
• 401K with company match for US employees.
• Company-paid life insurance and short- and long-term disability.
• Mental health and wellness resources.
• Company-paid volunteer time.
• Legal coverage and other supplemental options.