Learning & Development Specialist - Contact Center

Westerra Credit Union • Denver, CO

80d • $24 - $29

About The Position

As a Learning & Development Specialist within our Corporate Learning & Development team, you'll play an important role in delivering engaging learning experiences that support employee growth and drive business success. You'll facilitate in-person and virtual training sessions, support onboarding and professional development, and help ensure a positive learning environment for all participants. This role is ideal for someone who enjoys presenting, connecting with others, and helping people learn, even if they're just starting out in their training career.

Requirements

• 2+ years of experience delivering learning in a professional environment using multi-media methods or 2+ years' experience serving in a member-facing role within a credit union using Symitar
• Proficient with MS Office Suite and collaboration tools (MS Word, Excel, PowerPoint, Teams)
• Experience delivering presentations, leading group discussions, or facilitating meetings preferred
• Exposure to virtual training platforms (e.g., Zoom, Webex, MS Teams) preferred
• Strong communication and presentation skills, with the ability to explain concepts clearly and confidently.
• Comfortable speaking in front of groups and leading discussions (even with limited facilitation experience).
• Positive, energetic, and approachable demeanor that helps create a supportive learning environment with the interpersonal skills to connect with learners and respond to their needs.
• Basic understanding of adult learning principles or a willingness to learn them through on-the-job experience.
• Highly organized with attention to detail in managing time, schedules, materials, and training logistics.
• Can be accountable for the completion of assigned tasks and projects with supervision.
• Willingness to receive coaching and feedback to continuously improve facilitation skills.
• Dependable and professional, with a strong sense of accountability and follow-through.
• Ability to meet challenges with resourcefulness and innovative ideas.
• Must be able to work in a collaborative team environment.
• Must maintain a high level of confidentiality.

Responsibilities

• Coordinate and facilitate Westerra's bi-weekly New Employee Orientation
• Facilitate instructor-led training (ILT) and virtual instructor-led training (vILT) sessions across topics such as product knowledge, operations, systems, soft skills, and company policies.
• Create a welcoming, inclusive, and interactive learning environment that encourages participation and engagement.
• Use provided materials (e.g., slide decks, guides, videos) to deliver training consistently and accurately.
• Adapt facilitation techniques to suit different learning styles and group dynamics.
• Engage with participants to answer questions and provide guidance during and post-training.
• Keep facilitator and participant guides current to ensure consistency and accuracy.
• Support our member service channels by evaluating application of knowledge and providing remediation when necessary.
• Prepare training rooms, materials, and technology in advance of sessions (in-person and virtual).
• Manage rosters, track attendance, and collect participant feedback.
• Support scheduling, registration, and post-training activities as needed.
• Gather and share feedback on training content and delivery with the Instructional Design team.
• Identify common learner challenges and suggest ideas to improve training experiences.
• Participate in facilitator development sessions and peer coaching to strengthen your professional skills and capabilities.

Benefits

• Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
• Two dental plans through Delta Dental
• Basic life and AD&D insurance, short-term disability and long-term disability
• 20+ days of paid time off (PTO) per year
• Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
• 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes up to 6% match
• Up to $5250 per year for educational reimbursement
• 4 weeks of paid parental leave
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees