Midland Credit Management, an Encore Capital Group Company · 1 day ago
Operations Training Specialist I
VA - Roanoke
Full-time
Onsite
Entry Level
$23.13/hr - $30/hr
2+ years expMidland Credit Management, an Encore Capital Group Company, focuses on providing exceptional service to consumers in their financial journey. The Operations Training Specialist I plays a crucial role in developing Account Managers by ensuring quality metrics are met, conducting audits, and providing training and feedback to enhance performance.
Financial Services
No H1B
Responsibilities
Aids in the overall development of the Account Manager (AM) positions by ensuring various call quality metrics are being met and further using metrics to determine areas of improvement
Coordinates with Managers to ensure appropriate number of audits are performed for each Account Manager in a specific month
Delivers guidance and feedback on performance expectations outlined in the OCM and ensures Account Managers are providing the correct information and are following the proper procedure
Conducts quality review and training of AM performance to ensure dynamic communication and call quality components are met and/or identify the areas of needed improvement
Audits AM inbound and outbound calls and/or accounts to observe performance, techniques, and application of effective communication in the face of the consumer tactics
Coordinates with manager to ensure appropriate number of audits are performed for each AM in a specific month
Evaluates the quality and performance of AMs in month one, month two, and special needs groups
Summarizes findings and recommendations to Manager for use in individual, group, and GM second voice call evaluations
Training week involvement through face-to-face and over the phone mock calls with new AMs
Provides coaching, advice, and guidance to AMs based on observed behaviors and habits
Ability to provide dynamic and empowering coaching conversations with positive reinforcement while still setting expectation for continuous growth
Delivers guidance and feedback on performance expectations outlined in OCM
Mentors newly hired AMs to ensure a smooth transition from a learning environment to a daily production environment
Maintains a comprehensive working knowledge of OCM (Open Communication Model)
Models the components of the CFLM (Call Floor Leadership Model) with all AM interactions
Remains current on developments in training and instructional methodologies including technology enhancements
Maintains tracking system of assigned AMs to ensure accurate employee trending and progress
Analyzes training effectiveness through production statistics and correlation reports to confirm comprehension and application of material, and to identify additional training needs
Participates in meetings and presentations or other designated special projects as assigned
Qualification
Required
High School Diploma
English
At least 2 years experience in an Account Manager or related role
Knowledge of FDCPA, Call Model, and Call Center procedures
Proficiency with Outlook and Excel
Knowledge of organizational infrastructure and adult behavioral patterns
Ability to work independently with some direction from colleagues and management
Strong interpersonal and communication skills
Training delivery, group/team facilitation and presentation skills
Strong consumer focus and effective communication; including how one impacts the other
Preferred
Prior project management experience is preferred
Benefits
Pay and Bonuses: Earn a competitive salary. All employees are eligible for monthly incentives or annual bonus.
Career Progression: Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.
Reward and Recognition: We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.
Tuition Assistance: Pursue a degree or coursework related to your current role, or the role you are striving for.
Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.
Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.
Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we’re proud to invest in you.
New Family Support: Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.
Team-building: Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.
Work-Life Balance: Enjoy paid and floating holidays, as well as generous paid-time-off.
Company
Midland Credit Management, an Encore Capital Group Company
Established in 1953, Midland Credit Management, Inc.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Anne Marie B.
Senior EA to the President and CFO | Corporate Events Lead
Mike Merle
Chief Financial Officer
Recent News
Encore Capital Group, Inc.
2025-07-31
2025-03-20
Company data provided by crunchbase