Collections Training Manager

Summary

Join Affirm's team as a Collections Training Manager to lead and develop a team of training specialists and QA professionals. You will be responsible for creating and maintaining high-quality training materials, ensuring compliance with regulations, and driving continuous improvement across collections functions. The role involves overseeing quality assurance processes, coordinating with other departments, conducting training sessions, and tracking training effectiveness. You will also manage a centralized training repository and stay updated on industry trends. This position requires expertise in designing engaging training programs and in-depth knowledge of collections strategies and regulations. Affirm offers competitive benefits, including 100% subsidized medical coverage, flexible spending wallets, and competitive time off.

Requirements

• Expertise in designing and delivering engaging, interactive training programs tailored to various learning styles, focusing on collections processes, tools, and customer service skills
• In-depth knowledge of collections strategies, regulations, and compliance requirements (e.g., FDCPA, UDAAP) with the ability to translate this into effective training content
• Experience in auditing collections calls, reviewing performance, and providing actionable feedback to improve agent efficiency and compliance
• Strong written and verbal communication skills with the ability to present complex concepts clearly and in an approachable manner
• Bachelor's Degree

Responsibilities

• Lead and manage a team of training specialists and QA professionals in the creation and monitoring of collections training materials for both domestic and international operations
• Develop and implement comprehensive training programs that support operational goals and ensure compliance with relevant regulations, policies, and procedures
• Ensure training materials are accurate, up-to-date, and aligned with the latest industry practices and standards
• Oversee the creation of e-learning courses, manuals, job aids, and other training resources for groups across multiple regions
• Establish and monitor quality assurance standards for training content, ensuring it meets the organization's goals and compliance requirements
• Review and audit training materials regularly for content accuracy, relevance, and clarity, providing feedback to improve quality
• Coordinate with other departments to ensure consistency in messaging and integration of training materials across different regions
• Conduct training sessions for vendor training teams, focusing on continuous improvement and skill development
• Track and report on training effectiveness and team performance, utilizing feedback to drive continuous enhancement of training programs
• Manage the creation and maintenance of a centralized training repository for easy access and retrieval of all training materials
• Stay updated on industry trends and innovations in collections management and training, recommending updates to current processes as needed
• Lead the internal quality team in developing and implementing robust compliance and quality initiatives
• Design, monitor, and assess the quality performance of vendor collection agencies, identifying areas for improvement in partnership with the QA team

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount