Trainer – Debt Collection Process

Job Summary
The Trainer for the Debt Collection Process will be responsible for designing, delivering, and evaluating training programs for call center agents and field staff involved in debt collection. The role involves equipping employees with the skills, knowledge, and tools required to effectively handle customers, ensure compliance with regulatory guidelines, and achieve collection targets. The Trainer will also monitor training effectiveness and continuously improve training modules.

Key Responsibilities
1. Training Development:
Design and update training materials, including presentations, manuals, and role-play scenarios tailored for both call center and field staff.
Incorporate company policies, regulatory guidelines (e.g., RBI guidelines), and best practices into training modules.
2. Training Delivery:
Conduct onboarding and refresher training sessions for call center agents and field staff.
Deliver role-specific training on communication skills, negotiation techniques, debt collection workflows, and compliance practices.
Facilitate workshops for handling challenging scenarios, including objections, escalations, and legal communication.
3. Compliance Training:
Train staff on fair code practices as per RBI and regulatory guidelines.
Educate teams on the importance of customer privacy, data protection, and ethical collection practices.
4. Performance Monitoring & Feedback:
Assess trainees' performance during and after training sessions through role-plays, mock calls, and live process evaluations.
Provide constructive feedback and actionable improvement plans.
5. Collaboration & Reporting:
Work closely with department heads, quality analysts, and team leaders to identify training needs and gaps.
Submit periodic training effectiveness reports and propose improvements.
Ensure training records and attendance logs are maintained accurately.
6. Soft Skills Development:
Train staff on effective communication, empathy, customer-centric behavior, and handling high-pressure situations.
7. Product Knowledge:
Provide in-depth knowledge of the companys products, services, debt collection policies, repayment processes, and tools (e.g., CRM systems, payment platforms).
8. Field Visit Training:
Train field staff on proper visit protocols, geo-location tracking apps, and customer interaction during field visits.
Provide guidelines on submitting visit outcomes with supporting evidence like geo-stamps and customer consent.

Key Performance Indicators (KPIs):
Training completion rate for new and existing employees.
Improvement in collection performance post-training.
Reduction in escalations and compliance violations.
Trainee feedback and engagement scores.
Quality assurance (QA) scores from monitored calls and visits.

Qualifications and Skills:
1. Educational Background:
Minimum Graduate in any discipline (Preferred: Business, Finance, or Communications).
2. Work Experience:
Minimum 3 years of experience in training, preferably in debt collection or financial services.
Hands-on experience in call center operations or field collections is a plus.
3. Skills:
Excellent communication, interpersonal, and presentation skills.
Strong knowledge of debt collection practices, legal frameworks, and compliance guidelines.
Proficiency in training tools, Microsoft Office, and CRM/dialer systems.
Ability to handle multi-lingual teams and deliver training in regional languages (preferred).
4. Certifications :
Debt Recovery Agent (DRA) Certification - Mandatory.
Certifications in Training & Development or Adult Learning Principles are a plus.

Personal Attributes:
Empathetic and approachable, with a passion for teaching.
Strong problem-solving and analytical skills.
Adaptable to changing business needs and regulatory updates.
Self-motivated with a result-driven approach.