# Contact Center Trainer

> Concord Servicing · Chandler, United States · — · Posted 2026-06-08

**Workplace:** on_site

**Department:** Contact Center

## Description

[Concord](https://concordfinance.com/) is a fintech loan servicing company dedicated to providing exceptional financial solutions and outstanding service to our customers. As we continue to grow, we are looking for a dynamic and experienced **Contact Center Trainer** to join our team at our **Chandler, AZ location.** In this role, you will be responsible for delivering comprehensive training programs for our Customer Service Representatives and Collections Representatives. You will play a critical role in ensuring our front-line teams are equipped with the product knowledge, compliance skills, and service techniques needed to deliver a best-in-class customer experience. 

**Responsibilities:** 

-   Deliver new hire onboarding and ongoing training programs for Customer Service Representatives and Collections Representatives 

-   Collaborate with the client to develop and deliver tailored training materials and programs 

-   Maintain training materials, including scripts, job aids, e-learning modules, assessments, and process documentation for loan servicing workflows 

-   Train representatives on federal and state compliance regulations applicable to consumer loan servicing, including FDCPA, FCRA, and AML 

-   Facilitate classroom and virtual training sessions focused on customer service excellence, de-escalation techniques, collections strategies, and system navigation 

-   Conduct side-by-side call monitoring, live coaching, and quality calibration sessions to reinforce training concepts and identify skill gaps 

-   Partner with Operations, Quality Assurance, and Compliance teams to identify training needs and ensure the curriculum reflects current policies and procedures 

-   Measure and report on training effectiveness using assessments, performance metrics, and post-training evaluations; continuously improve training content based on results 

-   Maintain up-to-date knowledge of Concord’s loan products, servicing platforms, and technology tools used by the contact center team 

-   Support the rollout of new products, system upgrades, and policy changes by developing and delivering just-in-time training to impacted teams 

-   Foster an engaging, inclusive, and positive learning environment that motivates representatives to perform at their highest level

## Requirements

-   5+ years of experience as a trainer in a contact center environment; experience in financial services, fintech, or loan servicing strongly preferred 

-   Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks 

-   Demonstrated experience training on collections practices and/or customer service within a regulated industry 

-   Working knowledge of FDCPA, FCRA, AML, and applicable consumer protection regulations 

-   Strong facilitation, presentation, and communication skills with the ability to engage diverse adult learners 

-   Proficiency in instructional design principles and experience developing training content using Microsoft Office Suite and/or LMS platforms 

-   Ability to analyze performance data and translate findings into targeted training interventions 

-   Detail-oriented, highly organized, and able to manage multiple training cohorts and projects simultaneously 

-   Must be available to work on-site at Concord’s Chandler, Arizona location

## Benefits

-   Health Care Plan (Medical, Dental & Vision)
-   Retirement Plan (401k, IRA)
-   Life Insurance (Basic, Voluntary & AD&D)
-   Paid Time Off (Vacation, Sick & Public Holidays)
-   Parental Leave (Maternity, Paternity)
-   Short-Term & Long-Term Disability
-   Wellness Resources

## Apply

[Apply at Concord Servicing](https://apply.workable.com/concord-servicing/j/E76B14D58F/apply)

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