Collections Trainer

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Collections Trainer, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

1. Training Delivery & Facilitation

● Facilitate engaging instructor-led training (ILT), virtual instructor-led training (VILT), and
blended learning programs for Collections team members.
● Deliver onboarding, upskilling, refresher, and policy/process update trainings.
● Demonstrate strong classroom management skills and adapt delivery to diverse learner
needs.
● Reinforce compliance standards, regulatory requirements, and customer-centric best
practices within collections programs.
● Assess learner performance and provide coaching and feedback to support skill
development.

2. Content Development & Maintenance

● Develop, update, and maintain training materials including facilitator guides, participant
materials, job aids, eLearning modules, and knowledge checks.
● Convert complex collections processes, call flows, system workflows, and compliance
requirements into clear, learner-friendly content.
● Partner with SMEs, Compliance, and Operations leaders to ensure accuracy and
alignment.
● Edit and enhance existing content for clarity, engagement, and instructional
effectiveness.
● Maintain version control and documentation of content updates.

3. eLearning & LMS Support
● Support development and deployment of digital learning assets using authoring tools
(e.g., Articulate 360, Rise, or equivalent).
● Ensure content integrates effectively within the Learning Management System (LMS)
(SCORM/xAPI where applicable).
● Assist with content uploads, updates, and troubleshooting in the LMS.

4. Continuous Improvement
● Gather feedback from learners, supervisors, and stakeholders to improve training
effectiveness.
● Monitor performance trends to identify knowledge gaps and recommend targeted
training solutions.
● Stay current on collections best practices, adult learning principles, and fintech industry
standards. Responsible for analysis, project management, and performance coaching. Direct interaction with Program Managers to receive, analyze, prioritize and project manage training development and delivery requests.

What We’re Looking For:

● 3–5+ years of experience in Collections operations (consumer collections preferred),
with demonstrated knowledge of collections strategies, call handling, and performance
metrics.
● 2+ years of experience delivering training in a contact center or operations environment.
● Strong written and verbal communication skills with the ability to simplify complex
regulatory and operational content.
● Experience creating or maintaining training materials (facilitator guides, job aids,
eLearning modules).
● Familiarity with Learning Management Systems (LMS) and digital content deployment.
● Experience with eLearning authoring tools (Articulate 360, Rise, Captivate, etc.)
preferred.
● Ability to manage multiple priorities in a fast-paced, evolving environment.
● Knowledge of fintech, financial services, and/or regulated environments strongly
preferred.

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!