Job description
Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.
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
#LI-Remote
Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.
We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.
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