Collections Trainer

Training & Quality Assurance Manager - Corporate Office - Call Center

MEI Auto Finance, located in Arlington, TX, is seeking a talented and innovative Training & Quality Assurance Manager. As the Training & Quality Assurance Manager, you will have the opportunity to shape the success of our collections team by developing training programs and overseeing call quality standards. You will train and develop new hires and existing staff while ensuring that customer interactions meet company and regulatory standards.

What does it mean to be a Training & Quality Assurance Manager at MEI Auto Finance?

You are the pacesetter! In a growing organization, you will have the ability to make an immediate and substantial impact on the success of the business. This Training & Quality Assurance Manager role will provide you with a unique exposure to our organization, enabling you to train, develop, and empower our associates while ensuring high-quality performance through detailed call monitoring and feedback.

What will you do each day to accomplish the mission?

Scope of Responsibilities:

• Training Responsibilities:
• Develop, coordinate, and conduct new hire training programs to ensure that associates fully understand policies, procedures, and job responsibilities.
• Create clear and engaging training documents and tools.
• Set up and maintain training areas and training management systems.
• Train new associates regarding systems, operations, policies, procedures, compliance, and account service strategies.
• Implement learning courses in automated learning management systems, update training logs, and perform other administrative and reporting duties related to training.
• Lead team meetings and continuous training sessions to ensure effective communication, instill a sense of urgency, and foster a collaborative team environment.
• Conduct monthly coaching sessions with managers, supervisors, and team members based on scorecard results, phone monitoring, and side-by-side floor observations.
• Assist in evaluating employee performance, compose, and deliver performance appraisals efficiently and constructively.
• Exercise sound judgment based on company policies and regulatory legal regulations.

• Quality Assurance Responsibilities:
• Monitor and listen to call recordings to ensure compliance with State, Federal, and company policies, procedures, and customer service standards.
• Grade calls based on established quality assurance metrics and provide feedback to individual collectors.
• Create and maintain metrics to track performance at both individual collector and team levels.
• Develop improvement plans and coaching strategies for collectors based on call grading results.
• Provide regular reporting on call quality performance to management, highlighting trends and areas for improvement.
• Work closely with management to refine and enhance call quality standards over time.

Required Skills:

• Minimum of 3 years of experience as a Training Manager / Trainer in auto finance lending or a related field.
• Experience in Quality Assurance, specifically in a collections call center environment, is preferred.
• Well-developed planning, time management, and organizational skills.
• Demonstrated leadership skills and negotiation skills.
• Ability to effectively plan and execute strategies.
• Proven ability to build partnerships and direct teams.
• Strong training, coaching, and motivational skills.
• Excellent written and verbal communication skills.
• Solid PC skills including knowledge of MS Office (Word, Excel, PowerPoint).
• Commitment to exemplifying the highest integrity and professional business standards.
• Competitive team player who can adapt in a fast-paced and changing environment.

Employment Requirement:

• Bachelor's degree preferred; equivalent experience also valued.
• Must be able to pass a criminal background check.

Schedule:

• Full-time
• Schedules include a variety of day, evening, and weekend hours.

Compensation: $60,000 - $70,000 (Depending on Experience)

Benefits:

We are proud to offer an exceptional range of benefits to our employees. Our comprehensive benefits package includes Health, Life, Dental, and Vision Insurance, as well as a 401k plan. Additionally, we provide paid holidays and personal time off (PTO) to support work-life balance and personal well-being.

Perks:

At MEI, we prioritize the health and convenience of our employees. That is why we offer Teladoc, a service that grants our staff 24/7 access to medical professionals. With Teladoc, employees can obtain prescriptions, receive medical guidance, and consult with doctors over the phone, eliminating the need for physical doctor visits in many cases.

Furthermore, we understand the importance of maintaining an active and healthy lifestyle. That is why we provide a fully equipped onsite gym for our employees. Our corporate gym encourages physical well-being and promotes a healthy work-life balance.

About Us

MEI Group is a privately owned group of companies based in the Dallas-Ft. Worth (DFW) region. With a resolute workforce of over three hundred talented individuals, we have been successfully operating since 1992, serving as a pillar of expertise and excellence in our industry. Throughout our extensive history, we have built a solid reputation for our unwavering commitment to quality and expertise. The MEI Group consists of a total of eight dealerships that operate under the buy here pay here model. This means that customers have the advantage of purchasing their vehicles directly from us and obtaining financing in-house. With our integrated approach, we aim to simplify the car-buying experience and offer flexible financing solutions to meet the needs of our valued customers. MEI Finance is the provider of in-house financing for the MEI Group. With our specialized financing services, customers have the convenience of obtaining financing directly through MEI Finance when purchasing vehicles from any of our locations. By offering in-house financing, we aim to streamline the financing process and provide tailored solutions that meet the unique needs of our customers.

Join the MEI team and enjoy the benefits of collaborating with a reputable company that values its employees' health, well-being, and work-life balance!