Learning and Development Facilitator - Collections

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates : Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Learning & Development Facilitator will design and deliver engaging, facilitator-led learning experiences that strengthen soft skills, improve difficult conversations, and drive measurable performance. This role goes beyond providing training. The Learning & Development Facilitator will partner with the Learning Business Partners / Consultants, Business Partners, Collections leadership, Quality Assurance, and Instructional Design to ensure classroom experiences address the root causes of performance challenges and align with business outcomes.

The role also leverages modern learning technologies, including AI-driven conversation simulations, gamification platforms (e.g., Mentimeter, Kahoot), and other interactive tools, to maximize learner engagement and skill transfer. Considering the organization's future, the role should also incorporate awareness and application of AI in learning design and delivery.

Essential Functions and Responsibilities

• Delivers engaging in-classroom and hybrid learning experiences focused on soft skills, conflict resolution, handling difficult conversations, and learner engagement.
• Collaborates with Learning Business Partners / Consultants, Collections leadership, Business Partners, Quality Assurance, and Instructional Designers to ensure classroom design addresses root performance gaps rather than symptoms.
• Stays current with Collection's business processes by spending time in the department to understand frontline roles, business challenges, and opportunities to elevate learning, ensuring efficient, practical, and effective solutions.
• Co-designs and adapts learning content to align with business needs, collection metrics, and adult learning principles.
• Incorporates innovative learning technologies (AI-driven simulations, gamification tools, live polling platforms, etc.) to enhance engagement and skill application.
• Acts as a coach / mentor, reinforcing skill development beyond the classroom.
• Delivers training on critical collections skills, including overcoming objections, negotiation, and recommending solutions, as well as foundational Artificial Intelligence literacy, focusing on its impact on both the member and employee experience.
• Collects and analyzes learner feedback, performance data, and QA insights to refine future training.
• Stays current with emerging learning methodologies and technologies, integrating them into program delivery.
• Works with leadership to define measures of success (12-24 months) that evaluate the role's impact and training efficacy.

Other Duties and Responsibilities

Knowledge, Skills, and Abilities

Physical Requirements

Education and Background

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits :