Senior Collector Training Specialist
3 days ago
Job Description
Zap Tech Private Limited is seeking an experienced Senior Collector Training Specialist to enhance the communication, negotiation, and customer service skills of our collection agents.
The ideal candidate will design and deliver training programs that improve agent performance, ensure compliance, and maximize recovery rates while maintaining a positive customer experience.
Key Responsibilities:
- Develop and deliver soft skills training programs focused on AR collections, including communication, negotiation, empathy, and customer handling techniques.
- Design and implement customized training modules for new hires and experienced agents to enhance collection effectiveness.
- Conduct role-playing exercises, mock calls, and real-world simulations to improve agent confidence and performance.
Communication & Negotiation Coaching
The Senior Collector Training Specialist will train agents on active listening, persuasive communication, and objection handling to improve payment recovery rates. They will teach negotiation tactics that help agents secure payment commitments without damaging customer relationships. The trainer will also develop call scripts and rebuttals for common debtor responses and excuses.
Compliance & Regulatory Adherence
The Senior Collector Training Specialist will ensure agents follow Fair Debt Collection Practices Act (FDCPA), data privacy laws, and other applicable collection regulations. They will conduct refresher courses on ethical debt collection and handling disputes professionally. The trainer will also provide training on handling escalations while maintaining compliance.
Performance Monitoring & Continuous Improvement
The Senior Collector Training Specialist will evaluate call recordings and agent interactions to identify areas for improvement. They will provide constructive feedback and coaching sessions to enhance individual and team performance. The trainer will work with operations managers to align training programs with KPIs such as call quality, debt recovery rates, and customer satisfaction.
Employee Engagement & Motivation
The Senior Collector Training Specialist will implement stress management techniques and resilience training to help agents deal with challenging interactions. They will develop gamification strategies to increase agent motivation and engagement in collection efforts. The trainer will create a learning culture through ongoing training sessions, refresher courses, and knowledge-sharing activities.
Requirements:
- Proven experience as a Soft Skills Trainer in a Call Center environment, preferably in Accounts Receivable, Debt Collections, or Customer Service.
- Strong background in negotiation techniques, dispute resolution, and debt collection strategies.
- In-depth knowledge of collections laws, ethical debt recovery practices.
- Excellent presentation, facilitation, and coaching skills with the ability to engage diverse audiences.
- Experience in analyzing call performance metrics and developing improvement plans.
- Strong problem-solving, interpersonal, and organizational skills.
Preferred Qualifications:
- Certification in Training & Development, Coaching, or Call Center Management.
- Experience in BPO, Financial Services, or Debt Collection Agencies.
- Familiarity with CRM & Call Center Technologies used in collections.
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