Trainer

Position Summary

The Learning & Development Trainer – Collections is responsible for delivering and maintaining

high-quality training programs that support Self’s Collections operations. This role blends

facilitation excellence with content ownership. While primarily focused on Collections, this role

may also support other training initiatives at Self, too.

The Trainer will design, deliver, and continuously improve training for collections specialists,

ensuring alignment with operational goals, compliance requirements, and customer experience

standards. This role requires strong communication skills, experience in collections programs,

and the ability to develop and maintain both live and eLearning training content.

Key Responsibilities

Training Delivery & Facilitation

• Facilitate engaging instructor-led training (ILT), virtual instructor-led training (VILT), and
  
  

blended learning programs for Collections team members.

• Deliver onboarding, upskilling, refresher, and policy/process update trainings
• Demonstrate strong classroom management skills and adapt delivery to diverse learner
  
  

needs.

• Reinforce compliance standards, regulatory requirements, and customer-centric best
  
  

practices within collections programs.

• Assess learner performance and provide coaching and feedback to support skill
  
  

development.

Content Development & Maintenance

• Develop, update, and maintain training materials including facilitator guides, participant
  
  

materials, job aids, eLearning modules, and knowledge checks.

• Convert complex collections processes, call flows, system workflows, and compliance
  
  

requirements into clear, learner-friendly content.

• Partner with SMEs, Compliance, and Operations leaders to ensure accuracy and
  
  

alignment.

• Edit and enhance existing content for clarity, engagement, and instructional
  
  

effectiveness.

• Maintain version control and documentation of content updates
  
  

eLearning & LMS Support

• Support development and deployment of digital learning assets using authoring tools
  
  

(e.g., Articulate 360, Rise, or equivalent).

• Ensure content integrates effectively within the Learning Management System (LMS)
  
  

(SCORM/xAPI where applicable).

• Assist with content uploads, updates, and troubleshooting in the LMS
  
  

Continuous Improvement

• Gather feedback from learners, supervisors, and stakeholders to improve training
  
  

effectiveness.

• Monitor performance trends to identify knowledge gaps and recommend targeted
  
  

training solutions.

• Stay current on collections best practices, adult learning principles, and fintech industry
  
  

standards.

Qualifications

• 3–5+ years of experience in Collections operations (consumer collections preferred),
  
  

with demonstrated knowledge of collections strategies, call handling, and performance

metrics.

• 2+ years of experience delivering training in a contact center or operations environment
• Strong written and verbal communication skills with the ability to simplify complex
  
  

regulatory and operational content.

• Experience creating or maintaining training materials (facilitator guides, job aids,
  
  

eLearning modules).

• Familiarity with Learning Management Systems (LMS) and digital content deployment
• Experience with eLearning authoring tools (Articulate 360, Rise, Captivate, etc.)
  
  

preferred.

• Ability to manage multiple priorities in a fast-paced, evolving environment
• Knowledge of fintech, financial services, and/or regulated environments strongly
  
  

preferred.

Key Competencies

• Excellent facilitation and presentation skills
• Strong instructional writing and content editing abilities
• Attention to detail and commitment to compliance accuracy
• Collaborative mindset with ability to work cross-functionally
• Adaptability and comfort with change in a dynamic operations environment
• Ability to balance learner engagement with operational rigor
  
  

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