Special Assets Quality Assurance & Trainer II

Trustmark • Brandon, MS

6d

About The Position

Overview The responsibilities of this position are to facilitate dynamic, high quality classroom and one-on-one training. This individual will also assist in developing creative training activities using various techniques to enhance the associate’s knowledge and reinforce major job related activities. Will work with the management team and associates in their area of responsibility to understand training/development needs. This position will also be responsible for ensuring call quality reviews and feedback are conducted for the department.

Requirements

• Associate's Degree i n business or related field or equivalent experience.
• 2 years in training experience or comparable experience in public speaking, meeting facilitation, etc.
• Two (2) years collections experience.
• Familiar with collection techniques, call center operations and dialer call campaigns
• Must have knowledge of industry collection laws and regulations including FDCPA, TCPA and CFPB
• Must be able to successfully facilitate in person training in groups or individuals sessions
• Must be able to adapt training curriculum based on associates’ needs
• Excellent organizational skills
• Excellent verbal and written communication skills
• Ability to work effectively in a fast-paced environment
• Ability to work well independently and within a team setting
• Flexible enough to thrive in a continually changing environment
• Possess creativity and the ability to think outside the box
• Proficient knowledge of Microsoft applications including Excel, Word, and PowerPoint .
• Must be able to sit for long periods of time and use computer keyboard and/or mouse requiring hand and wrist manipulation, while viewing computer screens.

Responsibilities

• Facilitate high quality training programs and solutions by utilizing varying training method techniques including classes, web based training and individual training
• Stay updated on any changes in policies and procedures and ensure all manuals are updated
• Work with management team and associates within your area of responsibility to ensure all training needs are met
• Provide feedback on associate’s skill level while attending class along with any needs for improvement
• Participate in other projects as assigned
• Review and score associate’s recorded calls for quality control and provide feedback
• Associates are expected to perform all additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees