Performance Coach

Job Description

Job Description

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

The Performance Coach is responsible for evaluating the skill proficiency of Default Service and Specialized Services Representatives, identifying individual and team development needs, and implementing targeted coaching strategies to enhance performance. This role partners closely with departmental leadership to design, develop, and continuously refine effective training materials that align with business objectives and operational standards. In addition, the Performance Coach delivers engaging, high-quality training programs that promote knowledge of retention, improve service delivery, and drive overall performance outcomes. Through ongoing assessment, feedback, and performance monitoring, this role ensures that employees are equipped with the necessary tools, skills, and competencies to succeed while supporting a culture of continuous learning and professional growth.

Position Summary:

Essential Duties and Responsibilities:

• Assess employee skill levels to design and deliver effective training in one-on-one, virtual, and group settings.
• Create engaging and motivating learning environments using diverse communication styles and instructional techniques.
• Develop and facilitate clear, professional training presentations across a variety of scenarios.
• Identify and address learning needs for Default and Specialized Services teams through targeted training and coaching.
• Monitor performance metrics and audit results to identify gaps, trends, and opportunities for improvement.
• Recommend and implement training initiatives aligned with policy changes, quality findings, and business needs.
• Maintain in-depth knowledge of departmental processes, policies, and cross-functional impacts.
• Provide coaching and performance feedback, escalating concerns when appropriate, and partner with Quality Audit to ensure alignment with current standards.
• Other duties as assigned.

Required Experience:

• Minimum of 2 years of experience in classroom training, curriculum development, and performance improvement.
• Minimum of 3 years of experience in call center training and facilitation.
• Minimum of 3 years of experience in a customer service call center environment.

Education:

• High School diploma or GED required.

Skills Required:

• Intermediate knowledge of Microsoft Office products, such as PowerPoint, Word, and Excel.
• Excellent written and verbal communication, and interpersonal skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Strong critical thinking capabilities when analyzing information to make appropriate decisions.
• Effective problem-solving skills.
• Ability to collaborate cross-functionally.
• Must be organized to manage multiple projects at one time.
• Ability to prioritize competing demands given by management.
• Display flexibility in adapting to rapidly changing conditions.
• Must be reliable and follow through on commitments and meet deadlines.

Additional Requirements:

• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA, Dallas, TX

Qualifications Preferred:

• ATD (Association for Talent Development) certification.
• Working knowledge of federal regulatory requirements, including ECOA, Fair Lending, CRA, and FCRA.
• Prior experience in a captive finance company and/or vehicle leasing environment.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.