Borrower Services Trainer

Borrower Services Trainer

 

Job Summary:

Reporting to the Manager of Quality and Training, the Borrower Services Trainer develops and delivers comprehensive and consistent training for all associates within the division.  In collaboration with Borrower Services (BOS) QC Analysts, the Trainer is responsible for identifying information needs related to service, process, system, and compliance topics that will enable associates to effectively communicate with borrowers.  The Trainer evaluates the effectiveness of training programs and consults with BOS management to identify individual and group training needs.  In addition, the Trainer works with the BOS Communications department to create training communication content that conveys a balanced approach to borrower interaction.  The Trainer also coordinates efforts with the ASA Training department to ensure consistency with ASA’s training goals and delivery methods. 

Essential Functions:Design a comprehensive training program for BOS associates which includes developing and implementing related plans that are consistent with ASA’s training goals and delivery methods. Create and maintain a calendar with each BOS department’s training program.Provide associates with clear, detailed and understandable content to ensure proficiency in required subject matter, operational efficiency, and development of skill sets that will enable fulfillment of customer service objectives. Collaborate with BOS QC Analysts to identify information needs related to service, process, system, and compliance topics that will: maximize the effectiveness of associates in building borrower relationships;  enable borrowers to make informed choices; and enable associates to find the best solutions to borrower’s pre-default and post-default situations.Write and update all division/department training materials in collaboration with BOS QC Analysts and BOS Communications department.  Maintain and update materials for the BOS training resource library. Retain copies of all printed materials and ensure that electronic versions are current and readily available. Establish quality and feedback criteria for measuring the effectiveness of training programs.  Serve as a resource for managing inquiries, concerns and information needs of staff.  Make recommendations for new training products and services based on feedback.  Evaluate the effectiveness of training delivery and identify related training needs for individuals and teams.  Provide monthly progress reports and findings of each department’s results.Conduct routine phone monitoring with QC Analysts to assess staff knowledge, effectiveness, service levels and overall proficiency.  Support department telephone queues as needed. Assist with troubleshooting accounts and servicing borrowers.  Document findings and provide written feedback for QC Analysts to deliver to associates and BOS management.  Deliver orientation for new BOS associate hires in coordination with ASA’s Human Resources Training department.  Meet with other ASA internal trainers to collaborate on identifying needs and developing training materials for all BOS associates.Remain current and in compliance with corporate, industry, divisional, and department process changes, as well as federal and state regulatory requirements. Work with BOS QC Analysts to identify regulatory changes and ensure information updates are disseminated to appropriate BOS departments.Conduct divisional and departmental overviews for presentations and tours to internal and external customers. Provide recommendations, and identify trends or behaviors related to communication with borrowers that may be utilized to enhance existing or future outreach / communication / collection efforts.  Provide recommendations for process or system improvements and report any system problems that prevent daily functions to the appropriate resource.

Qualifications:Bachelor’s degree preferred or equivalent work experience.  3+ years experience in designing and executing training in a customer-focused environment; experience with performance management a plus. Superior verbal and written communication skills; experience with creating training materials and delivering training content for diverse constituencies .Proficiency in Microsoft Office applications; willingness and ability to learn new software applications.Demonstrated understanding of student loan regulations and industry strongly desiredDemonstrated ability to master complex, detailed information and explain processes, products and services to individuals with varying learning styles.  Express enthusiasm and exhibit professionalism.  Demonstrated ability to work independently and as part of a cross-functional team; must be self-motivated.

About Us:

At American Student Assistance® (ASA) we believe our role in higher education financing should reflect our vision for the future.

As a federally funded, non-profit organization of more than 700 dedicated professionals who share a public purpose, we have the vision, compassion and determination to help guarantee success for generations to come.

At ASA we value personal responsibility and initiative, and take great strides to provide or associates with opportunities to help them grow and advance within their careers.  That is why the Boston Business Journal (BBJ) has named American Student Assistance® one of the Best Places to Work in Boston. The honor recognizes ASA’s achievements in creating a positive work environment that attracts and retains employees through a combination of employee satisfaction, working conditions, and company culture. For more information about working at ASA, please visit us online at www.amsa.com/careers/.