Collections - Trainer

Job Description
- The in scope activities for this process involves inbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc. and outbound calls for early stage (0-59 days) delinquent customers – dialer and manual. Products to be managed are mortgage, club, condo and latitude.

Roles & Responsibilities
- Responsible for Imparting Process & Pre-Process Training for banking operations like deposit, payments, wealth operations, commercial lending.
- Developing operations education materials, such as digital presentations, how-to manuals, and instructional videos.
- Preparing procedures and policies regarding techniques and appropriate agent conduct.
- Scheduling and conducting training sessions on various topics to prepare and support new employees.
- Training experienced employees on new or updated procedures to improve their performance.
- Observing the daily operations of employees and identifying any areas of improvement.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Creating and managing the training budget.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
- Familiarity with learning management systems preferred.
- Excellent knowledge of back office and customer servicing techniques (email/chat/voice) and servicing best practices.
- Strong teaching abilities and mentoring skills.
- Good communication, interpersonal, and conflict resolution skills.
- Ability to provide leadership to personnel in a fast-paced and stressful work environment.
- Train customer service agents on behavioral skills, Business Conduct Delivery of Process/Subject matter training to New recruits.
- Maintain Track records of performance and analyze data critically.

Desirable Skills:
- At least 2 year of college completion.
- Min 2-3 years of experience in training.
-Min 2-3 years experience in training banking contact center team.