Learning & Development Facilitator

Fiserv-posted 5 days ago

Full-time • Mid Level

Onsite • Hagerstown, MD

5,001-10,000 employees

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You will design, document, and deliver operational training programs that empower internal and external teams to deliver consistent client experiences across the end‑to‑end client journey. You will partner with cross‑functional teams—Customer Support, Concierge/Activation, Loyalty, Tech Support, Sales Support, and Deployment—to create scalable procedures, process maps, and training materials that drive operational excellence and accuracy.

Design and maintain comprehensive operational procedures, training curricula, and job aids for internal teams and external partners.
Facilitate engaging instructor‑led and virtual training sessions, workshops, and reinforcement sessions to ensure clarity and compliance.
Translate complex workflows into process maps and visual workflows and create step‑by‑step training documentation.
Collaborate with subject matter experts to map the end‑to‑end client journey and identify training gaps and improvements.
Provide side‑by‑side coaching, floor support, and on‑the-job reinforcement during onboarding and go‑live periods.
Monitor and update training content to reflect system, process, and regulatory changes; support knowledge transfer and ongoing education.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

5+ years of experience in payment industry operations, merchant acquiring, or banking transaction processing.
3+ years of experience designing and delivering instructor‑led and virtual training, curriculum development, and training evaluation.
6+ years of experience using Microsoft Teams, Excel, Access, Merchant Manager, and training delivery platforms.
6+ years of equivalent combination of educational background, related experience, and/or military experience.

Bachelor’s degree in business, education, instructional design, or a related field.
Familiarity with quality and operational metrics (AHT, FCR, QA, CSAT/NPS) and using them to evaluate training effectiveness.
Bilingual English/French proficiency for training delivery and documentation.
Experience with process improvement methodologies and stakeholder management for cross‑functional programs.

Fuel Your Life wellness program with activities and rewards to support total well-being
Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
Recognition through Living Proof, with points redeemable for merchandise and gift cards
Eight Employee Resource Groups to build connection and inclusion
RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
Comprehensive extended health care and vision benefits, plus dental coverage
Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
Company-paid Short-Term Disability and Long-Term Disability income protection
Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits

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