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TrueML is a fintech company building software to create positive experiences for consumers seeking financial health.
The Role
The Training Specialist develops training programs for contact center agents, focusing on debt collection performance, compliance, and enhancing customer experience. Collaborating with management, they identify training needs and implement learning solutions.
Summary Generated by Built In
Why TrueAccord?
TrueAccord, a wholly owned subsidiary of TrueML, is a category-defining company. We combine machine learning with a human-based approach to transform debt resolution and to get people on the path towards financial health. Every year, more than 70 million Americans have negative experiences dealing with debt. We are changing this by providing personalized digital experiences that guide lenders and consumers through this challenging financial process.
With a world-class leadership team, passionate team members, and proprietary predictive models trained on years worth of transactional data, TrueAccord is well-positioned to deliver on a huge opportunity: helping millions of consumers to regain and keep their financial footing while lowering the cost of doing business for creditors across many industries.
The Role Summary:
The Training role within the Contact Center Operations team is responsible for designing, developing, and delivering training programs that equip front-line agents with the knowledge and skills needed to drive successful collection outcomes. This role ensures that every learning experience directly supports operational performance, compliance standards, and revenue goals across the CE department.
The individual in this role will create role-specific training for new-hire onboarding, skill enhancement, and new business initiatives — with a focus on elevating call quality, promise and activation rates, negotiation skills, and the customer experience within collections.
By partnering closely with business leaders, operations managers, and QA teams, this person will identify key training needs, performance gaps, and opportunities for development. They will recommend and implement strategic learning solutions that align with current business priorities and prepare agents for future success.
Through strong collaboration and a deep understanding of CE Collections’ evolving goals, they will craft engaging, results-driven learning programs that empower agents to collect effectively, maintain compliance, and provide a professional and empathetic customer experience.
Essential Responsibilities:
- Develop and deliver impactful, engaging learning solutions that leverage multiple learning strategies to support new-hire onboarding and the deployment of key business initiatives.
- Build close partnerships with Business Leadership to understand the imperatives, gain insights into the organization's critical talent drivers, and develop the appropriate talent development program.
- Represent learning in broader project efforts, ensuring an early focus on the implementation of needs to ensure efficient delivery in alignment with project goals and timelines.
- Stay current with external trends, best practices, and innovations, and blend these into the strategies used when training our associates.
- Facilitate content and adapt course facilitation/delivery methods based on industry best practices and the needs of the group. Ensure that KPIs/objectives are established for each course and that data is collected to justify and showcase ROI.
- Accountable for business-critical learning priorities focused on upskilling people to maximize performance and achieve department goals.
- Establish and maintain a daily and weekly cadence of training performance reviews, coaching sessions, and task management to ensure ongoing alignment with departmental goals and individual development plans.
- Manage and track training transcripts to verify agent compliance with all required training policies, ensuring readiness for internal and external audits.
- Monitor completion rates and maintain accurate training records within designated systems to support operational transparency and audit preparedness.
- Partner with leadership and quality assurance teams to evaluate performance data and implement targeted learning interventions based on trends and opportunities.
- Ensure all training activities and documentation align with company standards, compliance requirements, and regulatory expectations
Qualifications, Skills, and Experience:
- HS Diploma (or GED)
- 1 year of training or collections experience
- Proven ability to prioritize, organize, and meet deadlines within contractual service levels.
- Skilled in delivering engaging, performance-driven training using knowledge checks and applied learning activities.
- Strong ability to measure engagement, assess performance, and provide real-time coaching to drive improvement.
- Solid understanding of Adult Learning Theory and instructional design across in-person and virtual formats.
- Analytical and adaptable, with a proactive approach to solving problems and managing change in a fast-paced environment.
- Exceptional coaching, communication, and feedback skills that enhance agent performance and confidence.
- Experienced in data analysis and trend identification to support continuous improvement and training alignment.
- Knowledge of collections compliance (FDCPA), call quality metrics, and audit readiness preferred.
- Proficiency in Microsoft Office and Google Workspace tools.
- Background in Customer Service, Call Center Operations, or Collections/Financial Services strongly preferred.
Our Dedication to Diversity & Inclusion
TrueML and TrueAccord are equal opportunity employers. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We are a dynamic group of people who are subject matter experts with a passion for change. Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.
For California Applicants: we collect personal information for employment purposes. We do not sell personal information. Most of the information we have is provided to us by you and/or collected as part of the employment process. For more details on how we use, share, and delete personal information see our Privacy Policy.
Top Skills
Google Workspace
MS Office
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The Company
What We Do
TrueML makes financial technology that prioritizes customer experience and revolutionizes the experience of consumers seeking financial health. We’re a team of inspired data scientists, financial services industry experts, and customer experience fanatics creating experiences that serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring to ensure nobody gets locked out of the financial system.
After more than 10 years in business, TrueML is excited to be expanding its footprint internationally. We are a growing, geographically diverse team with employees in 30 U.S. states and 7 different countries, with our key talent hub in LATAM. If you’re looking for an opportunity to do impactful work, join TrueML and make a difference alongside hundreds of other inspired individuals.
Why Work With Us
Our functional teams are a diverse mix of employees from different backgrounds and geographies, with each individual bringing unique perspectives and experiences that encourage increased innovation in our products and services. Join TrueML and make a difference alongside hundreds of other inspired individuals doing impactful work.
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TrueML Offices
Remote Workspace
Employees work remotely.
TrueML is excited to be a remote-first company and expanding its footprint internationally. We are a growing, geographically diverse team with employees in 30 U.S. states and 7 different countries, with our key talent hub in LATAM.
Typical time on-site:
None
