Training Support Specialist USDS (remote)
Central Research - Hendersonville, TN
posted 6 months ago
About the position
Central Research is actively seeking a Training Support Specialist (Remote) to support our Federal Government. The Training Support Specialist's primary responsibility will be to directly support the Training and Development team by delivering, 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 Training Support Specialist will collaborate with Training Leadership on 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), but applicants must live within a 75-mile radius of a Central Research deployment facility in Hendersonville, TN or Lowell, AR. This requirement is due to the need for the employee to pick up their equipment and PIV card/credentials, come into the facility whenever the equipment must be repaired or replaced, and return the equipment to the facility at the end of their employment. The Training Support Specialist will serve as a key contributor to strengthen the training and development curriculum of new employees and subcontractors, as well as ongoing refresher training in support of the student loan servicing repayment program and options and forgiveness programs. They will utilize their expertise to train and motivate both new hires and tenured staff, ensuring that course curriculum and class-specific content in our learning management system (LMS) meets client and regulatory standards. Additionally, they will align with operational partners to maintain and assess ongoing and future training and development needs, analyze metrics reporting to enhance performance, and support remediation efforts with various job performance tools. The role also involves reviewing and auditing agent activity to identify and implement opportunities for development and coaching needs to increase production and compliance. The Training Support Specialist will evaluate new training techniques, track regulatory mandated training programs, and provide feedback to trainers and training leadership on course content and classroom successes. Participation in continuing education programs to stay abreast of new training methodologies, changes in federal and state laws and regulations is also expected.
Responsibilities
- Serve as key contributor to strengthen the training and development curriculum of new employees and subcontractors.
- Utilize expertise to train and motivate new hires and tenured staff.
- Collaborate with Training Leadership to ensure course curriculum and class specific content in our learning management system (LMS) meets client and regulatory standards.
- Align with Operational partners to maintain and assess ongoing and future training and development needs.
- Analyze metrics reporting and utilize them to enhance performance.
- Support remediation efforts to include a wide variety of job performance tools.
- Review and audit Agent activity to identify and implement opportunities for development and coaching needs.
- Review and interpret surveys or evaluation methods to gauge opportunities for further training and development.
- Evaluate new training techniques and use discretion in making enhancements.
- Track regulatory mandated training programs as well as contractual requirements for completion.
- Provide feedback to Trainers and Training Leadership on course content, classroom successes and insight for improvement.
- Contribute to focus group of Subject Matter Experts to identify, design, and implement effective training methods.
- Participate in continuing education programs to stay abreast of new training methodologies, changes in federal and state laws and regulations.
Requirements
- High School diploma or GED required.
- 1 year experience working in a training position providing training and development to staff or 1 year experience working in a student loan contact center environment.
- US Citizenship is required per the contract.
- Must be able to obtain and maintain a 5C Suitability clearance.
- Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government.
Nice-to-haves
- Associate's degree.
- 2 or more years of experience working in a Student Loans related contact center environment.
- 1 years' mentoring or supervisory experience in a contact center environment.
