Client Success Trainer: AI-Driven Certification & SOPs

American Consumer Credit Counseling; United States; Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Comprehensive health insurance

FSA for medical and dependents

Disability and life insurance

401(k) with company match

Paid time off and holidays

Remote work flexibility

Professional development and training

Supportive team environment

Job summary

American Consumer Credit Counseling seeks a Client Success Team Trainer to develop and deliver training for Client Success Managers and Disbursement Representatives. The role emphasizes automation, AI tools, and regulatory-aligned SOPs to improve service outcomes.

You will lead certification efforts, manage CEU compliance, and partner with leadership to identify training needs while ensuring effective use of ACCC’s CRM and client portal.

Qualifications

• High School Diploma or equivalent required.
• Minimum 2 years in customer service or a related role, or equivalent combination of education and experience.
• Must obtain PFE Debt Management Professional Certification within 12 months of hire.
• Supervisory, training, or team lead experience preferred.

Responsibilities

• Develop Training Materials: Create engaging training resources—including manuals, presentations, and multimedia content—with an emphasis on digital tools, client service, and automation.
• Facilitate Training Sessions: Conduct interactive training on communication, customer service best practices, DMP knowledge, and system tools.
• Monitor Trainee Progress: Evaluate trainee performance through assessments, coaching, and feedback to ensure successful onboarding and ongoing development.
• Create and Monitor Training Timeframes: Develop and monitor training timelines, segmenting the time required for each specific task to establish clear expectations for training completion.
• Stay Informed on Industry Trends: Research new technologies and evolving service strategies to continuously improve training effectiveness and relevance.
• Collaborate with Management: Partner with leadership to identify training needs, set strategic goals, and assess training outcomes and impact.
• Team Collaboration: Support the Training Committee in designing, updating, and executing comprehensive training programs.
• Implement Automation and AI Tools: Integrate and train staff on AI technologies (e.g., chatbots, virtual assistants, predictive analytics). Provide training on ACCC’s CRM system and client portal.
• Facilitate Certification Training: Lead certification preparation, administer exams, and ensure compliance with PFE and internal standards.
• Manage CEU Requirements: Track CEU completions and maintain certification eligibility for CSMs to ensure ongoing professional development.
• Develop and Maintain SOPs: Create and regularly update SOPs to ensure consistency, accuracy, and regulatory compliance in daily operations.
• Other Duties as Assigned: Support special projects and initiatives as assigned by department leadership.
• Education: High School Diploma or equivalent required.
• Experience: Minimum 2 years in customer service or a related role, or equivalent combination of education and experience.
• Certifications: Must obtain PFE Debt Management Professional Certification within 12 months of hire.
• Supervisory Experience: Prior experience in a supervisory, training, or team lead capacity preferred.

Skills

Strong verbal and written沟通

Organizational and time management

Team collaboration

Ability to follow and teach procedures

Attention to detail

Education

High School Diploma or equivalent

Tools

CRM systems

Computer applications

Job description

American Consumer Credit Counseling seeks a Client Success Team Trainer to develop and deliver training for Client Success Managers and Disbursement Representatives. The role emphasizes automation, AI tools, and regulatory-aligned SOPs to improve service outcomes.

You will lead certification efforts, manage CEU compliance, and partner with leadership to identify training needs while ensuring effective use of ACCC’s CRM and client portal.