Contact Center Training Specialist at TrueML

Lenexa, Kansas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Debt Collection, FintechIndustries

Requirements

Ability to design, develop, and deliver training programs using multiple learning strategies
Strong partnership-building skills with business leaders, operations managers, and QA teams
Knowledge of external trends, best practices, and innovations in training
Proficiency in facilitating content and adapting delivery methods based on industry best practices and group needs
Capability to establish KPIs/objectives for courses and collect data to demonstrate ROI
Skills in performance reviews, coaching, and task management
Experience managing and tracking training transcripts, completion rates, and records in systems for compliance and audits
Ability to evaluate performance data and implement targeted learning interventions

Responsibilities

Develop and deliver impactful and engaging learning solutions for new hire onboarding and key business initiatives
Build close partnerships with Business Leadership to understand imperatives and develop talent development programs
Represent learning in broader project efforts, ensuring early focus on implementation needs aligned with goals and timelines
Stay current with external trends, best practices, and innovations, and integrate them into training strategies
Facilitate content and adapt course facilitation/delivery methods based on industry best practices and group needs
Establish KPIs/objectives for each course and collect data to justify and showcase ROI
Account for business critical learning priorities focused on upskilling to maximize performance and achieve department goals
Establish and maintain a daily and weekly cadence of training performance reviews, coaching sessions, and task management
Manage and track training transcripts to verify agent compliance with required training policies for audits
Monitor completion rates and maintain accurate training records within designated systems
Partner with leadership and quality assurance teams to evaluate performance data and implement targeted learning interventions

Skills

Key technologies and capabilities for this role

Training Program DesignCurriculum DevelopmentAdult LearningCollections TrainingCall QualityNegotiation SkillsOnboardingPerformance AnalysisCompliance TrainingCustomer Experience

Questions & Answers

Common questions about this position

What is the employment type for this position?

The position is full-time.

What are the main responsibilities of the Contact Center Training Specialist?

The role involves designing, developing, and delivering training programs for front-line agents, focusing on new-hire onboarding, skill enhancement, call quality, negotiation skills, compliance, and customer experience in collections.

What skills or experience are required for this role?

Key skills include developing and delivering engaging learning solutions using multiple strategies, building partnerships with business leadership, staying current with industry trends and best practices, and facilitating content adaptation.

What is the company culture like at TrueAccord?

TrueAccord features a passionate team, world-class leadership, and a focus on combining machine learning with a human-based approach to transform debt resolution and promote financial health.

What makes a strong candidate for this Training Specialist role?

Strong candidates will have experience in creating role-specific training for collections, partnering with operations and QA teams to address performance gaps, and implementing strategic learning solutions aligned with business goals.

TrueML

Fintech solutions for debt collection and management

About TrueML

TrueML operates in the financial technology sector, focusing on enhancing the financial services experience for consumers. Its main product, TrueAccord, is a digital platform that streamlines debt collection and recovery, using intelligent technology to improve outcomes for businesses while ensuring a positive experience for consumers. TrueML also offers True Life Solutions, which includes consumer-facing tools like Engage, a communication platform that connects consumers with debt collectors and creditors, helping them manage and pay down debts. Unlike many competitors, TrueML emphasizes inclusivity and customer-friendliness in its approach to financial services. The company's goal is to make financial services accessible to everyone, regardless of their financial situation, and to transform the often challenging experience of managing debts into a more manageable and respectful process.

16011 College Blvd Suite 130, Lenexa, KS 66219, USAHeadquarters

2013Year Founded

$199.9MTotal Funding

VENTURE_UNKNOWNCompany Stage

Fintech, Financial ServicesIndustries

51-200Employees

Benefits

Unlimited Paid Time Off

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

401(k) Retirement Plan

Family Planning Benefits

Mental Health Support

Wellness Program

Risks

Emerging fintech startups may erode TrueML's market share with similar solutions.

Consumer privacy regulations like GDPR could impact TrueML's operations significantly.

Economic downturns may challenge TrueML's ability to recover debts effectively.

Differentiation

TrueML uses machine learning to personalize debt collection outreach across digital channels.

TrueAccord platform optimizes debt recovery while enhancing customer experience and brand loyalty.

True Life Solutions offers tools like Engage to help individuals manage and pay down debts.

Upsides

Retain product recovered $375 million in past-due balances since January 2023.

Thomas Overton's appointment as CTO enhances focus on machine learning capabilities.

Retain reduces operational costs by automating delinquency communications, increasing efficiency.

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