Learning and Development Specialist

Profile

Learning and Development Specialist
(Trainer)
Ovation Credit by LendingTree is a leading provider of credit repair services with a strong customer service reputation. Ovation utilizes a proprietary software application that facilitates the credit repair process and is integrated directly with certain credit bureaus while educating consumers on credit improvement via ongoing outreach with Ovation case advisors.
Who we are looking for:
The Ovation Credit, Learning and Development Specialist
maximizes call center representatives’ effectiveness by ensuring representatives have thorough knowledge of industry, products, services, competition, can effectively use closing skills, client management skills, troubleshoot, resolve problems and provide positive customer experience to Ovation Credit’s lead base, potential and existing customer base. The role will have a heavy hand in and be the point-of-contact for Ovation operations with Product, IT Development and SalesForce Development for the purpose of SalesForce technology design and implementation related to all areas. In addition, the role will be responsible for producing, editing as needed and retaining all documentation related to Ovation client processes or policies. This is in addition to all training materials.
RESPONSIBILITIES
Plans, conducts, coordinates, and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek or are determined to need one-on-one assistance.
Prepares new representatives by conducting orientation to processes pertaining to their specific department; developing group and individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training.
Coordinates closely with Quality and Assurance Manager, QA Analysts and Business Intelligence Analyst to understand trends so as to coach to them.
The role requires knowledge of SalesForce, including process flows, design and implementation. Role will be responsible for training employees in new SalesForce implementations.
Determines training needs by observing sales, service, and client relations encounters, studying sales, client relations, technical, service and customer experience results reports, conferring with management.
Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
Responsible for producing, editing as needed and retaining all documentation related to Ovation processes and policies related to all areas. This is in addition to all training materials.
Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions
Supports training financial objectives by recommending budget items; controlling expenses and costs.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks, participating in professional organizations.
Engages in all sales, service, and client relations related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.
Thorough understanding of competition within industry.
Willing to travel to other LendingTree offices if needed for training or additional support.
Performs all other duties as required.
QUALIFICATIONS
4-year college degree preferred. High school diploma or equivalent required. Specific experience in Ovation can be a substitute for formal education.
Expert demonstrated knowledge of credit bureau reporting and disputing processes
Proven and extensive experience in training, including but not limited to designing and implementing training programs and designing on-line learning
Demonstrated experience in the design, implementation and execution of SalesForce process flows and new SalesForce implementations and training
Understanding of new employee onboarding procedures, including but not limited to equipment distributions, working closely with Helpdesk for equipment needs, working with HRBP for onboarding requirements.
Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire staff
Operational knowledge of MS office: Excel, Word and Powerpoint and SalesForce
Ability to develop training and methodology programs that are unique to the organization’s goals, values, and mission statement.
Customer sales and service training experience
Ability to problem solve
Strong analytical and decision-making skills
Self-development skills
Ability to handle multiple projects and prioritize
Coachable attitude
Willingness to partner with head of all Ovation departments, including managers.
COMPANY
LendingTree is the nation’s largest online lending marketplace. That means we connect customers with multiple lenders so they find the best deals on loans, credit cards, savings accounts and insurance. Our goal is to help people save money, and we believe the best way to do that is by giving them a way to shop for loans and compare lenders so they make their best financial choices.
Our CEO Doug Lebda founded the company in 1996 after a frustrating house-hunting experience. In those days, we mostly helped people find good mortgage deals. Now, we help consumers find their best in personal loans, auto loans, business loans, student loans, credit cards, savings accounts, home equity loans and more.
What else you should know:
We’re a publicly-traded company (TREE).
We’ve welcomed several other companies into the LendingTree family to augment our efforts at helping borrowers make their most sensible financial choices.
We’ve built a LendingTree app and LendingTree dashboard to give consumers tools to manage and monitor their financial health.
CULTURE
We’re a fast-paced company with an entrepreneurial bend. We work hard and test our products often. We’re collaborative, ambitious, candid and high-energy. Our teammates are some of the brightest, most talented people you’ll ever work with. We care more about your smarts than we do about the kinds of clothes you wear (but please,
do
wear clothes to work!), and we’re pretty good about rewarding innovation, creativity and the knack for just getting stuff done (we even have an award for employees called the GSD, “Get Stuff Done”).
Come work with us!
LendingTree is the kind of company that not only promotes diversity and inclusion; we thrive because of these values. We do not discriminate based on race, color, religion (or creed), gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status.

Company info

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