Training and Development Specialist -Collection Team

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Job Title

Training and Development Specialist -Collection Team

About the Role

As a Training and Development Specialist Collections Team (1st and 3rd party), you will play a key role in developing high-performing collectors by delivering engaging training focused on compliance, customer interactions, and performance-driven results.

You will facilitate new hire onboarding and ongoing skill development sessions, ensuring associates are equipped to meet KPIs while adhering to regulations such as the FDCPA.

What You Will Do

• Facilitate new hire training programs for Collections (1st and 3rd party environments).
• Deliver ongoing coaching and refresher training focused on call quality, compliance, and performance metrics.
• Train associates on FDCPA guidelines, call handling, and proper documentation.
• Use needs assessments to identify performance gaps and recommend training solutions.
• Support the design and development of collections-specific training content (e.g., scripts, objection handling, compliance modules).
• Partner with Operations to reinforce KPIs such as call volume, right-party contact, promise-to-pay, and collections targets.
• Conduct program impact analysis and support performance improvements.
• Assist with LMS administration, scheduling, and training logistics.

What You Will Need to Have

• High School Diploma required; Bachelor’s degree preferred.
• 4+ years of experience developing and facilitating training in a call center or collections environment.
• 2+ years of direct collections experience (1st or 3rd party), preferably within a bank or financial institution.
• Strong knowledge of FDCPA and collections compliance requirements.
• Experience with adult learning principles and instructional design.
• Experience facilitating training across multiple formats (classroom, virtual, and on-the-job training).
• Experience with Articulate Storyline or similar training tools.

What Would Be Great to Have

• In-depth knowledge of collections regulations, including the Fair Debt Collection Practices Act (FDCPA).
• Bachelor’s degree.
• 5+ years of training facilitation experience in Collections or Financial Services.
• Experience supporting high-volume hiring or training classes in Collections.

Sponsorship

• You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship now or in the future, will not be considered for this role.

Benefits at Fiserv

• Fuel Your Life program to support physical, financial, social, and emotional well-being
• Paid holidays and generous time-off policies
• No-cost mental health support through Employee Assistance Programs
• Living Proof program to recognize your peers’ extra effort with points redeemable for rewards
• Eight Employee Resource Groups to foster a collaborative culture
• Unparalleled professional growth with training, development, and internal mobility opportunities
• Retirement planning and discounted shares through the Employee Stock Purchase Plan
• Medical, dental, vision, life, and disability insurance options available starting on day one
• Tuition assistance and reimbursement program
• Paid parental, caregiver, and military leave

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.