Collections Training Specialist Jobs

Collections Training Specialist conducts training for new hires, specific areas of knowledge, and on-the-job training classes for positions within Portfolio Services, Collections Operations as directed.

Job duties

• Consults with the managers and supervisors of the Collections Operations department to assess training needs and develop programs to match these needs.
• Continually evaluates procedures to monitor and analyze course effectiveness and update curriculum as needed.
• Manages and maintains training classroom and equipment.
• Maintains current knowledge on training design and methodology.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Creates monitored simulations and problem-solving scenarios.
• Upon managers’ requests, assists in the development and maintenance of continual education support materials to assist Collections Operations department (i.e., collections department policies, procedures, manuals, call model flows, etc.).
• Performs other related duties as assigned.
• Directs structured learning experiences.
• Completes all required Company trainings and compliance courses as assigned.
• Develops, implements, and delivers training programs for varying levels of team members
• Develops training modules using knowledge of instructional design theory and implementation.

Why do Team Members Like Working for us?

Our dedication to excellence is recognized and celebrated by some outstanding accolades including being named to Newsweek's Most Loved Workplaces list in 2021, a Stevie American Business Awards Gold winner for Company of the Year in Hospitality and Leisure, ranked a top company by LinkedIn in Travel & Hospitality on its 2022 Top Companies Industry Edition list and becoming a Great Place to Work® certified company, earning our 2022 certification.

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• Strong analytical and problem-solving skills.
• Able to use sound judgment, work independently, with minimal supervision.
• Ability to interpret, update and create policies, procedures and manuals.
• Supervisory experience
• Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
• Bachelor’s degree or equivalent experience in related field.
• Ability to conduct sales, customer service, and call center training as well as personal development skills.
• Adequate knowledge of learning management systems and web delivery tools.
• Able to communicate professionally with all levels of team members and management.
• Proven ability with face-to-face and virtual instruction and training delivery platforms.
• Excellent written and oral communication skills.
• Flexibility & Availability are crucial.
• Competent in public speaking.
• Able to establish and maintain a cooperative working relation.
• Computer proficiency in Microsoft Word, Excel, Power Point and Outlook.
• A minimum three (3) years of experience in the call center training field.
• Ability to properly evaluate comprehension and application of subject material trained.
• Ability to interpret and create spreadsheets.
• Recognizes an emergency and takes appropriate action.
• Proficient in time management; the ability to organize and manage multiple priorities.
• Performs well with frequent interruptions and/or distractions.
• Proven ability to complete full training classes.
• Ability to plan, organize and implement a range of training activities.
• Proficient understanding of call center terminology.
• Excellent customer service skills.

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.