Collections agency CCMR3 created its Enterprise Onboarding Curriculum Program to provide a consistent, scalable, and innovative approach to new hire development during a period of rapid organizational growth. As CCMR3 expanded hiring across every business unit, leaders recognized the need for a program that would orient employees to the company’s mission and culture while also equipping them with role-specific knowledge and skills.
This initiative complements the company’s long-standing Account Executive training program by providing—for the first time—structured onboarding for all non–frontline roles, ensuring every new hire benefits from a formalized path to success.
Program Details
CCMR3 began by creating the new position of Enterprise Education specialist to lead the effort to build tailored curriculum paths for each position in the organization, ensuring alignment with both departmental needs and organizational objectives. The onboarding process begins with a training needs analysis conducted with the new hire’s direct manager or executive leader. This discussion defines learning objectives, expected ramp-up timelines, compliance and certification requirements, and preferred training formats. It also identifies subject matter experts (SMEs) who will provide specialized instruction.
Each new hire receives a customized schedule that blends microlearning, eLearning, virtual instructor-led sessions, independent assignments, and structured manager check-ins. The Enterprise Education specialist tracks progress throughout the week and provides managers and executives with a detailed training report at week’s end. These reports outline what topics were covered; what remains to be completed; and observations about the new hire’s comprehension, engagement, and performance. This creates a consistent feedback loop that keeps leaders aligned on progress while ensuring accountability at every stage.
The program also incorporates independent assignments, known as souvenirs, to reinforce learning. After completing major training, new hires complete a souvenir exercise designed to test comprehension and apply knowledge in a practical way. The Enterprise Education specialist reviews each assignment with the employee, offering clarification and re-teaching when needed. As onboarding progresses, the specialist transitions into a coordination role, scheduling SME-led sessions and ensuring managers stay informed about progress.
Several onboarding modules also have expanded into recurring team-wide trainings, allowing the content to extend well beyond an employee’s first months and become part of ongoing professional development. This practice ensures that the lessons introduced during onboarding are reinforced over time and continues to deliver measurable performance improvements.
In 2025, CCMR3 also launched a new learning management system (LMS), The Forge, powered by Docebo. The Enterprise Education specialist serves as LMS administrator and is responsible for migrating curriculum paths into structured learning plans within the system. This makes onboarding scalable, trackable, and adaptable as roles evolve, ensuring the program can grow with the organization.
Results
The Enterprise Onboarding Curriculum Program has delivered clear organizational impact. Managers across departments confirmed that new hires were achieving independence earlier than prior cohorts, reducing the need for extended shadowing and freeing experienced staff to focus on portfolio recoveries. And within four months (January to April), CCMR3 saw a 13.6 percent revenue gain, surpassing the program’s objective.
