Diamond Resorts International Collections Training Specialist in Las Vegas, Nevada
_JOB SUMMARY_ The Collections Training Specialist conducts training for new hires, specific areas of knowledge, and on-the-job training classes for positions within Financial Services Collections Operations as directed. _ _ _ESSENTIAL JOB FUNCTIONS_ * Develops, implements, and delivers training programs for varying levels of team members in the Collections Operations department. * Develops and maintains continual education support materials to assist Collections Operations department (i.e. collections department policy and procedure manuals, call model flows, etc. upon management’s request). * 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. * Develops training modules using knowledge of instructional design theory and implementation. * Maintains current knowledge on training design and methodology. * Manages and maintains trainingclassrooms and equipment. * Directs structured learning experiences. * Creates monitored simulations and problem-solving scenarios. * Completes all required Company trainings and compliance courses as assigned. * Adheres to Company standards and maintains compliance with all policies and procedures. * Performs other related duties as assigned. _EDUCATION_ * Bachelor’s degree or equivalent experience in related field. _EXPERIENCE_ * A minimum five (5) years of experience in the call center training field required. * No supervisory experience required. _SUPERVISORY RESPONSIBILITIES_ * This position does not include any supervisory responsibilities. _LICENSE & CERTIFICATIONS_ * This position does not require licenses or certifications. _SKILLS & ABILITIES_ This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following: * Proven ability to complete full training classes (assess needs, plan, design, develop, implement, and evaluate). * Proficient understanding of call center terminology. * Ability to properly evaluate comprehension and application of subject material trained. * Adequate knowledge of learning management systems and web delivery tools. * Proven ability with face-to-face and virtual instruction and training delivery platforms. * Must have working knowledge of adult instruction and learning theory and principles to create effective training modules. * Able to communicate professionally with all levels of team members and management. * Excellent written and oral communication skills to produce and deliver quality training programs. * Excellent technical writing skills for development, implementation and maintenance of training materials. * Ability to plan, organize and implement a range of training activities. * Ability to conduct sales, customer service, and call center training as well as personal development skills. * Computer proficiency in Microsoft Word, Excel, and Outlook. * Understands how to develop and implement business strategies. * Ability to interpret and create policies, procedures and manuals. * Excellent customer service skills. * Proficient in time management; the ability to organize and manage multiple priorities. * Ability to take initiative and effectively adapt to changes. * Recognizes an emergency situation and takes appropriate action. * Able to establish and maintain a cooperative working relation. * Ability to interpret and create spreadsheets. * Able to use sound judgment; work independently, with minimal supervision. * Strong analytical and problem solving skills. * 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. * Competent in public speaking. * Performs well with frequent interruptions and/or distractions.
Job: *Call Center
Title: Collections Training Specialist
Location: Nevada-Las Vegas
Requisition ID: CC-0000WO
Other Locations: US-Florida-Orlando