Trainer - U.s. Third-party Collections

4 days ago

Mathura Road Faridabad Faridabad Haryana, India Global Growth Arrevio Full time

**Job Summary**:
We are looking for a results-driven and knowledgeable **Call Centre Trainer** to lead training efforts for our **U.S. Third-Party Collections process**. This role involves preparing collection agents with the skills, regulatory knowledge, and communication techniques needed to recover debts in a professional, ethical, and compliant manner.

**Key Responsibilities**:

- Design, deliver, and continuously improve training programs for third-party collections agents focused on U.S. collections laws, negotiation tactics, call handling, and compliance.
- Train agents on **FDCPA (Fair Debt Collection Practices Act)**, **TCPA (Telephone Consumer Protection Act)**, and other relevant U.S. regulatory standards.
- Facilitate onboarding for new hires and conduct regular refresher training for tenured staff.
- Create and update training materials including SOPs, call scripts, role-play exercises, and compliance checklists.
- Assess training effectiveness through quizzes, mock calls, floor observations, and performance analytics.
- Provide feedback and coaching based on call audits and agent performance.
- Work closely with Quality Assurance and Compliance teams to ensure training is aligned with legal and client requirements.
- Maintain accurate documentation of training attendance, assessments, and progress reports.
- Stay current on industry trends, regulatory changes, and client-specific requirements.

**Requirements**:

- Minimum 2-3 years of training experience in a **U.S. third-party collections or debt recovery** environment.
- Strong understanding of **FDCPA**, **TCPA**, and other U.S. regulatory frameworks.
- Excellent facilitation, communication, and interpersonal skills.
- Ability to engage and motivate diverse learners in both in-person and virtual training settings.
- Proficient in Microsoft Office (Word, Excel, PowerPoint), CRM systems, and e-learning platforms.
- Strong organizational, documentation, and reporting skills.
- High school diploma required; Bachelor's degree in Communications, Business, or related field preferred.

**Preferred Qualifications**:

- Experience working with U.S.based clients or BPOs handling collections.
- Familiarity with skip tracing tools, dialers and compliance monitoring software.
- Coaching certification or formal training background is a plus.

Pay: ₹25,000.00 - ₹45,000.00 per month

**Benefits**:

- Food provided
- Health insurance
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund

Schedule:

- Night shift
- US shift

**Language**:

- English (preferred)

Work Location: In person

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