Collections Training Manager

Affirm is committed to building lasting partnerships with merchants for long term growth and ongoing revenue generation. As a Collections Training Manager, you will lead a team responsible for developing and maintaining high-quality training materials that meet accuracy and effectiveness standards. You will play a key role in aligning training programs with operational goals, compliance requirements, and industry best practices, while driving continuous improvement across collections functions. In addition, you will oversee the quality assurance processes to ensure the highest performance and consistency within the department.

What you’ll do

• Lead and manage a team of training specialists and QA professionals in the creation and monitoring of collections training materials for both domestic and international operations.
• Develop and implement comprehensive training programs that support operational goals and ensure compliance with relevant regulations, policies, and procedures.
• Ensure training materials are accurate, up-to-date, and aligned with the latest industry practices and standards.
• Oversee the creation of e-learning courses, manuals, job aids, and other training resources for groups across multiple regions.
• Establish and monitor quality assurance standards for training content, ensuring it meets the organization's goals and compliance requirements.
• Review and audit training materials regularly for content accuracy, relevance, and clarity, providing feedback to improve quality.
• Coordinate with other departments to ensure consistency in messaging and integration of training materials across different regions.
• Conduct training sessions for vendor training teams, focusing on continuous improvement and skill development.
• Track and report on training effectiveness and team performance, utilizing feedback to drive continuous enhancement of training programs.
• Manage the creation and maintenance of a centralized training repository for easy access and retrieval of all training materials.
• Stay updated on industry trends and innovations in collections management and training, recommending updates to current processes as needed.
• Lead the internal quality team in developing and implementing robust compliance and quality initiatives.
• Design, monitor, and assess the quality performance of vendor collection agencies, identifying areas for improvement in partnership with the QA team.

What we look for

• Expertise in designing and delivering engaging, interactive training programs tailored to various learning styles, focusing on collections processes, tools, and customer service skills.
• In-depth knowledge of collections strategies, regulations, and compliance requirements (e.g., FDCPA, UDAAP) with the ability to translate this into effective training content.
• Experience in auditing collections calls, reviewing performance, and providing actionable feedback to improve agent efficiency and compliance.
• Strong written and verbal communication skills with the ability to present complex concepts clearly and in an approachable manner.
• Bachelor's Degree

Please note that visa sponsorship is not available for this position.

Pay Grade - K
Equity Grade - 5
Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
USA base pay range (CA, WA, NY, NJ, CT) per year: $140,000 - $190,000
USA base pay range (all other U.S. states) per year: $124,000 - $174,000
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