JOB DESCRIPTION
Training and Development Coach
Location
• Wappingers Falls, NY
Salary Range
• $35,000 -$40,000
Position Description
The Trainer is responsible for training all new employees for the US Department of Education for all offices. The trainer will ensure that new hires have all the tools necessary to successfully obtain production requirements and collection goals. In addition, the Trainer will be responsible for identifying areas of improvement and providing ongoing training by conducting workshops.
Responsible for training collectors and coordinating activities of workers engaged in collecting overdue payments for delinquent accounts, while adhering to all Federal, State and local laws and regulation as well as company policies and procedures.
Essential Functions Tasks and Responsibilities
• Coach, Train and Mentor Collection employees daily
• Identify areas in which additional training is needed
• Gather the necessary information to compose a workshop
• Provide an overview to the management team of each trainee once training is completed
• Responsible for the revision of the master training manual for policy/contractual changes
• Creates pop quizzes that are relative to ED collections and company policies training.
• Accurately document all collection activity in the collection system database
• Assists collectors with collection activities in difficult cases
• Assists department manager in determining work procedures, work schedules, and expediting workflow
• Continuously meet departmental budget goals
• Cooperate with team members to meet goals or complete tasks
• Ensure that calls are handled in strict adherence to established policies, procedures, and quality standards, as well as any federal, state and local laws and regulations
• Escalate work flow and communication issues to supervisor
• Establish and maintain a professional relationship with team members and department contacts.
• Examines work for accuracy in accordance to departmental policies and procedures
• Maintains accountability for assigned area
• Make collection calls or work a file as needed
• Monitors and makes recommendations for telephone techniques used by collectors
• Organizes collection workload according to degree and amount of delinquency
• Per line of business and when applicable, refers accounts to Manager for possible legal action against debtors
• Per line of business and when applicable, verify discrepancies and diligence on Quality Control reports
• Provide customer service that exceeds customer expectations
• Remain Professional at all times
• Requests letters for use in collection attempts
• Review documented correspondence on assigned accounts
• Reviews delinquent account records to determine which consumers to contact
• Treat all internal/external customers and team members with dignity/respect
Nonessential Functions Tasks and Responsibilities
• Provide backup departmental support
• Perform other related duties as assigned
Reporting Relationships
Supervisors:
Director of Operations &
Senior Collections Manager
Subordinate(s):
Collectors
Success Factors/Job Competencies
• Fundamental knowledge of collection practices and standards
• Understand and carry out oral and written communications
• Good written and oral communication skills
• Establish and maintain cooperative working relationships
• Good customer service skills
• Problem resolution skills
• Attention to detail
Minimum Qualifications
• Clean background for Security Clearance check
• Ability to obtain security clearance to work on systems
• Five years’ experience working on current US Dept of Education Contract
• Working knowledge of MS Word and Excel
• Advanced knowledge of Collection Practice, Laws and Regulations & FDCPA, FTC
• High School Diploma or its Equivalent
• Ability to successfully complete and pass the FDCPA
• Ability to successfully complete and pass the Telephone Techniques Test
• Basic computer proficiency
• Practical Knowledge of Company Software
• Must be able to travel to other sites
• Must have and maintain a valid driver’s license
Physical Demands
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the
Classification
• Exempt-SCA
• Administrative Support 5
Benefits
Medical, Dental, Vision, Vacation, 401K
ICR is an EEO/AA Employer: Female/Minority/Protected Veterans/Individuals with Disabilities
ICR is a VEVRAA Federal Contractor and this is a priority Referral of Protected Veterans