Learning and Development Facilitator - Collections

Truliant Federal Credit Union•Winston-Salem, NC

About The Position

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves. Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do. Purpose of the Job The Learning & Development Facilitator will design and deliver engaging, facilitator-led learning experiences that strengthen soft skills, improve difficult conversations, and drive measurable performance. This role goes beyond providing training. The Learning & Development Facilitator will partner with the Learning Business Partners/Consultants, Business Partners, Collections leadership, Quality Assurance, and Instructional Design to ensure classroom experiences address the root causes of performance challenges and align with business outcomes. The role also leverages modern learning technologies, including AI-driven conversation simulations, gamification platforms (e.g., Mentimeter, Kahoot), and other interactive tools, to maximize learner engagement and skill transfer. Considering the organization's future, the role should also incorporate awareness and application of AI in learning design and delivery.

Requirements

Must have the ability to lead engaging, interactive classroom sessions (in-person and hybrid).
Must have skills in managing difficult conversations and modeling effective communication.
Must have a strong grasp of adult learning principles (Knowles’ andragogy, experiential learning, etc.).
Must have the capacity to adapt facilitation style to different audiences and learning needs.
Must have techniques for driving active participation (role plays, simulations, peer learning).
Must have the ability to read the room and adjust on the spot for learner energy or resistance.
Must have coaching/mentoring skills to extend learning beyond the classroom.
Must have skill in partnering with Learning Business Partners, Instructional Designers, QA, Operations, and Collections leadership to design solutions tied to root causes.
Must have the ability to translate business problems into learning solutions.
Must have strong stakeholder management and relationship-building skills.
Must be familiar with AI-driven simulations, polling, gamification tools (Mentimeter, Kahoot, MURAL, etc.).
Must have comfort experimenting with new platforms to keep learning modern and engaging.
Must have an understanding of how to blend digital and in-person learning for maximum impact.
Must be skilled in gathering and interpreting feedback and QA data to refine training.
Must have the ability to link training interventions to performance outcomes and business metrics.
Must have critical thinking to spot root causes vs. symptoms in performance issues.
Must have the capability to help define and measure the long-term impact of learning interventions.
Must have excellent verbal and written communication skills.
Must have the ability to integrate modern facilitation technologies into training.
Must have excellent communication, collaboration, and coaching skills.
Must have emotional intelligence to build trust and manage sensitive conversations.
Must have the ability to simplify complex information for learners at different levels.
Must stay current with Collections processes by spending time on the floor.
Must have a commitment to continuous professional development in L&D and facilitation.
Must have awareness of industry trends and evolving learning methodologies, including the role of AI in shaping learning strategies.
Must be able to stand for long periods of time to conduct training sessions
Occasional walking, bending, and stooping required
Must be able to sit at a desk for long periods of time and use a computer
Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds
Bachelor’s degree in Human Resources, Organizational Development, Education, Psychology, Communications, Business, or related field or equivalent work experience required.
Strong facilitation experience with proven ability to manage challenging discussions and keep adult learners engaged required.
Demonstrated success in working cross-functionally with business leaders and L&D professionals required.

Nice To Haves

Background in Collections, customer service, or other performance-driven environments preferred.
Familiarity with instructional design, curriculum co-development, or QA processes preferred.
Experience linking training interventions to measurable performance outcomes preferred.
Professional certifications in facilitation, L&D, or coaching (e.g., ATD APTD/CPTD) preferred.

Responsibilities

Delivers engaging in-classroom and hybrid learning experiences focused on soft skills, conflict resolution, handling difficult conversations, and learner engagement.
Collaborates with Learning Business Partners/Consultants, Collections leadership, Business Partners, Quality Assurance, and Instructional Designers to ensure classroom design addresses root performance gaps rather than symptoms.
Stays current with Collection’s business processes by spending time in the department to understand frontline roles, business challenges, and opportunities to elevate learning, ensuring efficient, practical, and effective solutions.
Co-designs and adapts learning content to align with business needs, collection metrics, and adult learning principles.
Incorporates innovative learning technologies (AI-driven simulations, gamification tools, live polling platforms, etc.) to enhance engagement and skill application.
Acts as a coach/mentor, reinforcing skill development beyond the classroom.
Delivers training on critical collections skills, including overcoming objections, negotiation, and recommending solutions, as well as foundational Artificial Intelligence literacy, focusing on its impact on both the member and employee experience.
Collects and analyzes learner feedback, performance data, and QA insights to refine future training.
Stays current with emerging learning methodologies and technologies, integrating them into program delivery.
Works with leadership to define measures of success (12–24 months) that evaluate the role’s impact and training efficacy.
Assists with other tasks and projects as assigned.
Facilitates ancillary classes as needed.