This position is currently remote (work from home). Employees must live within a 75-mile radius from CRI’s Hendersonville, TN or Lowell, AR office. The reason for this is the employee is expected to pick up their equipment, come into the facility whenever the equipment must be repaired or replaced, and return their equipment to the facility at the end of their employment.
Duties and Responsibilities:
- Serve as key contributor to strengthen the training and development curriculum of new employees and subcontractors, as well as ongoing refresher training all in support of the student loan servicing repayment program, and options and forgiveness programs.
- Utilize expertise to train and motivate new hires and tenured staff.
- Collaborate with Training Leadership to ensure course curriculum and class specific content in our learning management system (LMS) meets client and regulatory standards.
- Align with Operational partners to maintain and assess ongoing and future training and development needs.
- Analyze metrics reporting and utilize them to enhance performance.
- Support remediation efforts to include a wide variety of job performance tools.
- Using independent judgment, review, and audit Agent activity to identify and implement opportunities for development and coaching needs to increase production and compliance.
- Review and interpret surveys or evaluation methods to gauge opportunities for further training and development.
- Evaluate new training techniques and use discretion in making enhancements.
- Track regulatory mandated training programs as well as contractual requirements for completion.
- Provide feedback to Trainers and Training Leadership on course content, classroom successes and insight for improvement.
- Contribute to focus group of Subject Matter Experts to identify, design, and implement effective training methods.
- Participate in continuing education programs to stay abreast of new training methodologies, changes in federal and state laws and regulations.
Minimum Requirements:
- High School diploma or GED required.
- 1 year experience working in a training position providing training and development to staff or 9 months of experience working on the USDS Student Loan Servicing Contract
- US Citizenship is required per the contract.
- Must be able to obtain and maintain a 5C Suitability clearance.
- Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due).
Preferred Requirements:
- Associate’s degree.
- 2 or more years of experience working in a Student Loans Servicing environment or Customer Service environment.
- 1 year training or supervisory experience in a Customer Service environment.
Knowledge, Skills, and Abilities:
- Knowledge and understanding of the Telephone Consumer Protection Act and Consumer Financial Protection Bureau, its related regulations and the state laws and regulations.
- Understanding of Federal Student Loan programs.
- Attention to detail with ability to review training materials for errors and potential updates.
- Ability to deliver content to a large group of staff.
- Proven success to achieve goals, objectives, and to adhere to corporate values.
- Excellent written, verbal, and interpersonal communication skills.
- Proficient in Microsoft Office applications.
- Ability to read, write and speak fluent English.
- Demonstrated ability to communicate effectively within all levels of the organization.
- Demonstrate a superior level of initiative and ability to work collaboratively and independently.
- Ability to adjust quickly to changing business needs.
- Exceptional work ethic and attendance in past positions.
Equal Opportunity Employer:
Equal Opportunity Employer, including veterans and individuals with disabilities. Know Your Rights Poster.
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.
