We are seeking a Training Facilitator to join our dynamic team at Bounce in Rochester, NY. The primary duties of this role will be to successfully onboard and build rapport with new employees with a focus on the Resolution - Collections team. This position will also provide coaching, training, and mentorship to tenured team members and will work closely with our compliance team.

This is an exciting opportunity to shape the careers of new Resolution Experts as we continue our rapid growth. If you thrive in fast-paced environments and love contributing to the growth of the organization you’re working for, we want to hear from you! The position is based in our Rochester, New York office. This is primarily an on-site position, facilitating in-person training in a blended learning environment.

Bounce is a fintech startup revolutionizing debt recovery for consumers and creditors with our best-in-class product. By leveraging the power of AI and automation, we create user-friendly experiences that drive positive outcomes for all parties involved.

• Prep for and facilitate new hire onboarding and continuous development training for Bounce employees
• Assist in the updating of AI-based call evaluation and tracking.
• Optimize the system to identify calls and conversations, categorizing and scoring them effectively.
• Assist with updating training materials when needed.
• Manage annual required trainings and ensure completion by applicable staff members.
• Assist with maintaining records in LMS and documenting all completed trainings.
• Evaluate the effectiveness of training programs through feedback and data collection, making adjustments as necessary.
• Maintain an open and approachable demeanor and provide excellent service to internal clients, employees, stakeholders, and external partners.
• Facilitate new hire onboarding and continuous development training programs for Bounce employees
• Design training programs that cover essential aspects of debt collection, legal compliance, communication, negotiation, and technology
• Create training materials including learning modules, interactive presentations and activities/quizzes

• 2+ years experience in an instructor-led training role, preferably within the debt collection or fintech industry, or in a call center environment
• Bachelor’s degree or equivalent years of work experience in training positions
• Experience writing/creating/updating training curriculum
• Knowledge of debt collection laws and regulations, or the ability to learn the laws quickly in order to train new hires within the industry
• Strong presentation skills, comfortable facilitating training for individuals and groups
• Ability to organize and prioritize work while managing multiple tasks and projects effectively during change
• Highly skilled in computer applications, including AI-enhanced systems, and the ability to quickly learn new systems and tools
• Excellent written and oral communication skills, interpersonal skills, self-awareness, and emotional intelligence
• Ability to work collaboratively in a fast-paced startup environment

• Competitive salary
• Medical, Dental, Vision insurance
• Several medical health insurance plans to fit your needs
• 401K + 5% Match
• 15 Days PTO + 5 Days Sick time
• Collaborative and innovative work environment