Collections Learning Experience Specialist

About the role

The Collections Learning Experience Specialist designs, delivers and continuously improves training programs for Snap Finance’s collections teams. Working closely with collections leadership, you will ensure that new hires, agents and escalation teams receive the knowledge and skills needed to meet performance and quality standards.

Key responsibilities

• Lead the design, development and facilitation of curriculum for multiple business lines.
• Manage large‑scale training initiatives and coordinate with outsourced training partners.
• Deliver soft‑skill training sessions and act as the subject‑matter expert for collections training.
• Supervise trainees during the nesting period and provide coaching based on performance metrics.
• Analyze team performance data to offer feedback, drive improvements and report training effectiveness.
• Maintain and optimize the Learning Management System (LMS) for the organization.

Required profile

• Bachelor’s degree or equivalent experience.
• 3+ years of collections or customer‑service experience and 5+ years in a call‑center environment.
• Proven ability to manage complex training projects and conduct needs analysis.
• Advanced presentation, verbal and written communication skills (English C1 level).
• Strong independent work ethic and ability to collaborate with senior leadership.

Required skills

• High proficiency with Microsoft Office Suite.
• Experience using Learning Management System (LMS) platforms.

What we offer

• Generous paid time off and competitive medical, dental and vision coverage.
• 401(k) plan with company match.
• Company‑paid life, short‑term and long‑term disability insurance.
• Access to mental‑health resources, volunteer time and legal coverage.
• Value‑based culture with unlimited growth opportunities.