Trainer (USDS)

$55,000 - $65,000/Yr

Central Research - Hendersonville, TN

Full-time

Hybrid - Hendersonville, TN

Administrative and Support Services

About the position

Central Research is actively seeking a Trainer (remote) to support our Federal Government contract. The Trainer will be responsible for training and developing, enabling, and improving the regulatory compliance and overall productivity of the employees through effective training, coordination, presentation, and development for all program options for the USDS loan servicing contract. The Trainer will assist with implementing training initiatives and provide collaborative coaching to ensure contractual requirements and program training material drives training initiatives to ensure compliance of all state and federal regulations. This position is currently remote (work from home). Employees must live within a 75-mile radius from CRI's Hendersonville, TN or Lowell, AR office. The reason for this is the employee is expected to pick up their equipment, come into the facility whenever the equipment must be repaired or replaced, and return their equipment to the facility at the end of their employment. The Trainer will be responsible for training and developing new hires, subcontractors, and ongoing refresher training to support the student loan servicing repayment program options and forgiveness. They will lead, manage, train, develop and motivate new hires as well as support existing staff. Collaboration with the Training Manager is essential to create and manage course curriculum and class-specific content in our learning management system (LMS) to ensure regulatory requirements are integrated into appropriate materials and required document control processes are followed. The Trainer will also collaborate with leadership teams to create, maintain, and assess ongoing and future training and development needs as well as the effectiveness of established programs. Maintaining metrics reporting and utilizing them to enhance performance is a key responsibility. The Trainer will implement remediation efforts that include a wide variety of job performance tools and learning. They will assess operations performance metrics and systems to identify opportunities for development and coaching needs to increase production and compliance. Administering surveys or evaluation methods to gauge opportunities for further training and development is also part of the role. The Trainer will review new training techniques and provide suggestions for enhancements, manage regulatory mandated training programs, and ensure training is tracked per person, procedure, and contractual obligations, providing training reports to leadership and clients. Continuous improvement is vital, and the Trainer will utilize metrics and feedback to drive content and process improvement efforts for training and development functions. They will collaborate with Training Leadership to search for, design, and implement effective training methods, ensuring sufficient internal controls and compliance training are provided to stay compliant with appropriate federal and state regulations. Participation in continuing education programs to stay abreast of changes in federal and state laws and regulations is also required. Ongoing training will include completing additional/updated training modules as processes change or as systems are updated, and continuing to keep skills prevalent by taking live calls, at least 40 hours annually.

Responsibilities

• Responsible for training and developing new hires, subcontractors, and ongoing refresher training to support the student loan servicing repayment program options and forgiveness.
• Lead, manage, train, develop and motivate new hires as well as support existing staff.
• Collaborate with Training Manager to create and manage course curriculum and class specific content in our learning management system (LMS).
• Collaborate with leadership teams to create, maintain, and assess ongoing and future training and development needs as well as effectiveness of established programs.
• Maintain metrics reporting and utilize them to enhance performance.
• Implement remediation efforts to include a wide variety of job performance tools and learning.
• Assess operations performance metrics and systems to identify opportunities for development and coaching needs to increase production and compliance.
• Administer surveys or evaluation methods to gauge opportunities for further training and development.
• Review new training techniques and provide suggestions for enhancements.
• Manage regulatory mandated training programs as well as contractual requirements.
• Ensure training is tracked per person, procedure, and contractual obligations, and provide training reports to leadership and clients.
• Utilize metrics and feedback to drive continuous content and process improvement effort for training and development functions.
• Collaborate with Training Leadership to search for, design, and implement effective training methods.
• Ensure sufficient internal controls and compliance training are provided to stay compliant with appropriate federal and state regulations.
• Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations.

Requirements

• High School diploma or GED required.
• 2 years' experience providing training and development in a training position in a contact center environment to staff or 2 years' supervisory experience working in a student loan contact center environment.
• Must be a US Citizen.
• Must be able to obtain and maintain a federal public trust security clearance.
• Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government.

Nice-to-haves

• Bachelor's degree.
• 3+ years' experience in training role providing training and development to staff in contact center environment.
• 4+ years' experience working in a student loan contact center environment.