Contact Center Trainer

Responsibilities

• Deliver new hire onboarding and ongoing training programs for Customer Service and Collections Representatives
• Develop and maintain training materials, including scripts, job aids, e-learning modules, and process documentation
• Train representatives on federal and state compliance regulations, including FDCPA, FCRA, and AML
• Facilitate classroom and virtual training sessions focused on service excellence, de-escalation, and system navigation
• Conduct side-by-side call monitoring, live coaching, and quality calibration to reinforce training concepts
• Partner with Operations, Quality Assurance, and Compliance teams to identify training needs and update curriculum
• Measure and report on training effectiveness using performance metrics and post-training evaluations
• Support the rollout of new products, system upgrades, and policy changes through just-in-time training

Requirements

• 5+ years of experience as a trainer in a contact center environment
• Experience in financial services, fintech, or loan servicing strongly preferred
• Working knowledge of FDCPA, FCRA, AML, and applicable consumer protection regulations
• Proficiency in instructional design principles and experience using Microsoft Office Suite and LMS platforms
• Strong facilitation, presentation, and communication skills for engaging adult learners
• Ability to analyze performance data and translate findings into targeted training interventions
• Must be able to work on-site at our Chandler, Arizona location

Preferred Qualifications

• Familiarity with AI tools to improve training efficiency and administrative tasks
• Demonstrated experience training specifically on collections practices within a regulated industry

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Parental Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources

About the Company

Concord Servicing is a fintech loan servicing company dedicated to providing exceptional financial solutions and outstanding service to our customers.