We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy. Position Summary: Job Profile Summary Manages new, exempt, and non-exempt, Operations employees through the onboarding process for both on and offshore collections. Provides initial and continuous learning opportunities through various training initiatives with a focus on teaching job requirements, compliance, and culture. Responsible for the development of new and existing employees through facilitated training of policy, procedure, systems/software, collection techniques, effective communication, leadership, and professionalism. Reviews employee performance and develops action plans for productivity and quality improvements in collaboration with varying levels of Leadership. Drives productivity and generates revenue through ongoing training, coaching, and development of employees and leaders. Continuously assesses Company training needs and works with Site Leadership to identify and remediate potential risks. Job Description Key Responsibilities: Training and Mentoring Provides in person and/or virtual training and mentoring sessions; develops, implements, and facilitates new hire training, uptraining, recurrent training, and make-up training as needed Monitors, evaluates, and reports on the progress of new employees during the initial training period as well as employees who participate in advanced training programs Actively participates in collaborative coaching and mentoring sessions with all employees to develop technical competencies; provides actionable feedback from sessions to Leadership Monitors call performance; ensures that team members follow call handling guidelines appropriately; reviews scored calls and provides applicable feedback to employees Develops, maintains, and implements instructor led course offerings to facilitate either virtually or in person as needed for continuous development of employees Identifies performance and productivity deficiencies within site; partners with Site Leadership to execute improvement plans Analyzes data to identify training needs across the enterprise, potential revenue loss, and other areas for improvement Maximizes collector performance by identifying individual development needs and deploying the appropriate training Responsible for setting-up and maintaining training facilities; coordinates with information technology on automation upgrades, repairs, and troubleshooting Partner with Instructional Designer to create and maintain compelling learning activities and course content, acting as subject matter experts to identify training needs and enhance the learning process Trains employees on proper handling of accounts through Federal/state guidelines as well as company policies and procedures related to collection efforts Utilize established training methods along with innovative techniques to convey information in an engaging and effective way Maintains all training documents, training aids, and facilitation guides to provide the most current and accurate exchange of information and best practices Collaborates with Site Leadership to schedule appropriate coverage of on-the-job training to create a seamless transition of employees from training to the floor Works with offshore partners to ensure all off shore training is consistent with training in the U.S. and that all training material is updated when necessary. Productivity Monitoring and Improvement Reviews productivity, performance, and quality reporting to evaluate effectiveness of training programs; makes recommendations for improvements and/or additional training Maintains accurate records of trainee performance during the training period; utilizes industry-recognized protocols for evaluating trainees’ performance and validating content retention Identifies team members who require remedial training and/or could excel with advanced training; consults leadership as needed Establishes and maintains an environment that encourages teamwork, individual contributions, and ethical behavior; responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational/assigned responsibility Identifies and addresses regulatory and/or company policy violations, and advises leadership of potential risks to the company Participate in all required compliance training and remains conversant of other laws and regulations related to collections Monitors designated sites’ productivity and quality scores to identify and address areas of improvement; makes recommendation to leadership to improve knowledge exchange and improve employee retention Additional Duties Travels as needed to assist with any/all Company training initiatives Acts as a subject matter expert; provides onboarding, training, development, and mentoring for both internal and external clients, including new Leaders, new trainers, employees from other departments, as well as any outsourced/offshore partners Supports site and other company training initiatives to include recurrent training, on-going improvement training to Operations Leadership, and training at other site locations, both in-person and virtually Maintain continuous education to improve effectiveness in the classroom and train more effectively; cross-trains with other departments to better understand the business and attends/completes all assigned trainings Mentors, evaluates, and advises other trainers on training effectiveness, best practices, and application of learning techniques Assists in the policy and procedure development process by reviewing upcoming changes and providing feedback Supervisory Responsibilities: Responsible for overall direction, development, coordination, and evaluation of individual contributor level, non-exempt employees; carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws; rewarding and disciplining employees; addressing complaints and resolving problems When available, provides managerial support/coverage for teams during Manager absence or as needed to drive call center performance; provides support for escalated calls, guides employees through customer complaints, reviews settlement requests for approval, and assists with administrative tasks such as reviewing/delivering reports and approving payroll for hourly employees Promotes site-wide team collaboration and models exemplary internal and external customer service; champions and actively participates in company initiatives and processes; change events, volunteer events, diversity equity and inclusion initiatives, and engagement activities Reviews performance and conduct of employees, prepares and documents disciplinary actions; makes recommendations concerning dismissals of employees in conjunction with leadership and Human Resources Professional Experience/Qualifications: High school/GED, bachelor’s in Human Resources or related field preferred, or a demonstrable equivalent combination of formal education, on-the-job training, and/or work experience 1 years of experience related to training 3 years of experience in debt collections or similar industry 3 years of supervisory experience preferred May be requested to obtain and maintain state required licensing Proficient understanding and application of elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA) Ability to identify problems, organize, collect, and analyze data and make recommendations for improvement Ability to evaluate training for effectiveness and improve design based in evaluation results Experience training other trainers and evaluating trainer effectiveness Excellent understanding of company policies and procedures and ability to apply this information to meet collection goals Knowledgeable of commonly used collection concepts and practices Excellent verbal and written communication skills; ability to ensure flow of information up and down the chain of authority and maintain professional demeanor with employees, visitors, guests, and vendors Ability to use of analytical tools including Excel Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public Ability to handle multiple projects/tasks simultaneously while meeting deadlines Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations Ability to read reports and make actionable plans, business correspondence, procedure manuals, and process documents Ability to evaluate training for effectiveness and improve design based in evaluation results Ability to work some nights and weekends as hours may vary based on the Operations schedules Compliance Responsibilities: Adhere to PRA CARES values and the Code of Conduct policy to the highest standards of ethics, and ensure compliance with all relevant policies, processes, and regulations. Highlight/escalate any misconduct against the PRA CARES values, Code of Conduct Policy and or any other relevant policies, processes, and regulations. Obtain understanding of governance and risk in relation to the role, ensuring to keep up to date with any regulatory changes in your local region and Europe. Completion of all mandatory training that may adversely affect the business, interests, or reputation of any Group Company. All training should be completed within a timely manner. Work Environment: Work is performed in an office environment with telephones, personal computers, and printers. The office environment is an open workspace with individual workstations. The noise level of the environment is usually moderate. This position is a sedentary position with seldom to occasional lifting of less than 11 pounds; requires frequent lifting of less than 1 pound; and may require standing less than or equal to 1/3 of the day. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace. As a global leader in acquiring and collecting nonperforming loans, PRA Group returns capital to banks and other creditors to help expand financial services for consumers. With thousands of employees worldwide, PRA Group companies collaborate with customers to help them resolve their debt. For more information, please visit www.pragroup.com.