Contact Center Trainer

Concord is a fintech loan servicing company dedicated to providing exceptional financial solutions and outstanding service to our customers. As we continue to grow, we are looking for a dynamic and experienced Contact Center Trainer to join our team at our Chandler, AZ location. In this role, you will be responsible for delivering comprehensive training programs for our Customer Service Representatives and Collections Representatives. You will play a critical role in ensuring our front-line teams are equipped with the product knowledge, compliance skills, and service techniques needed to deliver a best-in-class customer experience. 

Responsibilities: 

• Deliver new hire onboarding and ongoing training programs for Customer Service Representatives and Collections Representatives 

• Collaborate with the client to develop and deliver tailored training materials and programs 

• Maintain training materials, including scripts, job aids, e-learning modules, assessments, and process documentation for loan servicing workflows 

• Train representatives on federal and state compliance regulations applicable to consumer loan servicing, including FDCPA, FCRA, and AML 

• Facilitate classroom and virtual training sessions focused on customer service excellence, de-escalation techniques, collections strategies, and system navigation 

• Conduct side-by-side call monitoring, live coaching, and quality calibration sessions to reinforce training concepts and identify skill gaps 

• Partner with Operations, Quality Assurance, and Compliance teams to identify training needs and ensure the curriculum reflects current policies and procedures 

• Measure and report on training effectiveness using assessments, performance metrics, and post-training evaluations; continuously improve training content based on results 

• Maintain up-to-date knowledge of Concord’s loan products, servicing platforms, and technology tools used by the contact center team 

• Support the rollout of new products, system upgrades, and policy changes by developing and delivering just-in-time training to impacted teams 

• Foster an engaging, inclusive, and positive learning environment that motivates representatives to perform at their highest level 

• 5+ years of experience as a trainer in a contact center environment; experience in financial services, fintech, or loan servicing strongly preferred 

• Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks 

• Demonstrated experience training on collections practices and/or customer service within a regulated industry 

• Working knowledge of FDCPA, FCRA, AML, and applicable consumer protection regulations 

• Strong facilitation, presentation, and communication skills with the ability to engage diverse adult learners 

• Proficiency in instructional design principles and experience developing training content using Microsoft Office Suite and/or LMS platforms 

• Ability to analyze performance data and translate findings into targeted training interventions 

• Detail-oriented, highly organized, and able to manage multiple training cohorts and projects simultaneously 

• Must be available to work on-site at Concord’s Chandler, Arizona location 

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Parental Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources