Training Specialist

About the role

As a Training Specialist supporting Collections (1st and 3rd party), you will play a key role in developing high-performing collectors by delivering engaging training focused on compliance, customer interactions, and performance-driven results. You will facilitate new hire onboarding and ongoing skill development sessions, ensuring associates are equipped to meet KPIs while adhering to regulations such as the FDCPA.

Responsibilities

• Facilitate new hire training programs for Collections (1st and 3rd party environments).
• Deliver ongoing coaching and refresher training focused on call quality, compliance, and performance metrics.
• Train associates on FDCPA guidelines, call handling, and proper documentation.
• Use needs assessments to identify performance gaps and recommend training solutions.
• Support the design and development of collections-specific training content (e.g., scripts, objection handling, compliance modules).
• Partner with Operations to reinforce KPIs such as call volume, right-party contact, promise-to-pay, and collections targets.
• Conduct program impact analysis and support performance improvements.
• Assist with LMS administration, scheduling, and training logistics.
• What You Will Need to Have
• High School Diploma required; Bachelor's degree preferred.
• 4+ years of experience developing and facilitating training in a call center or collections environment.
• 2+ years of direct collections experience (1st or 3rd party), preferably within a bank or financial institution.
• Strong knowledge of FDCPA and collections compliance requirements.
• Experience with adult learning principles and instructional design.
• Experience facilitating training across multiple formats (classroom, virtual, and on-the-job training).
• Experience with Articulate Storyline or similar training tools.
• What Would Be Great to Have
• In-depth knowledge of collections regulations, including the Fair Debt Collection Practices Act (FDCPA).
• Bachelor's degree.
• 5+ years of training facilitation experience in Collections or Financial Services.
• Experience supporting high-volume hiring or training classes in Collections.
• Sponsorship
• Benefits at Fiserv
• Fuel Your Life program to support physical, financial, social, and emotional well-being
• Paid holidays and generous time-off policies
• No-cost mental health support through Employee Assistance Programs
• Living Proof program to recognize your peers' extra effort with points redeemable for rewards
• Eight Employee Resource Groups to foster a collaborative culture
• Unparalleled professional growth with training, development, and internal mobility opportunities
• Retirement planning and discounted shares through the Employee Stock Purchase Plan
• Medical, dental, vision, life, and disability insurance options available starting on day one
• Tuition assistance and reimbursement program
• Paid parental, caregiver, and military leave
• This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont or Washington.
• It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
• Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.
• Thank you for considering employment with Fiserv. Please:
• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
• Our commitment to Equal Opportunity:
• If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com . Please note our AskHR representatives do not have visibility to y

Benefits

Additional Information

Calling all innovators - find your future at Fiserv. We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv. Job Title Training Specialist

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