Sr. Associate, Retail Bank Learning Facilitator (Hybrid)

Capital One•McLean, VA

1d•Hybrid

About The Position

Sr. Associate, Retail Bank Learning Facilitator (Hybrid) Are you passionate about developing the potential within people through facilitating exceptional learning experiences? Are you excited about creating a learning culture where you help to guide learners to the next level? Are you energetic, curious, organized, and a team player? If you said yes, look no further; this is the role for you! We are seeking an individual who will be responsible for delivering the full suite of Retail Bank Learning through a variety of delivery methods. These methods include virtual and in-person learning, engaging Associates in discussion through the use of appropriate questions, ensuring tone, inflection and practicality by incorporating synchronous and asynchronous learning activities. The role is focused on the preparation, facilitation, and managing of all training logistics. Additional responsibilities for this role include: Leading a dynamic learning environment and supporting the learner needs by facilitating Contact Center and Back Office policy and procedures. Assessing Associates’ readiness, understanding of information, and that foundational skills are demonstrated by our Associates. Promoting adult learning principles and techniques to further support associates’ ability to model technical and soft-skill behaviors when transitioning to their role. Providing other learning experiences as determined necessary to support enterprise-wide learning initiatives and diverse business lines as organizational needs evolve. Observing training course trends, learner surveys, leveraging data and in-class insights to identify opportunities to enhance the learning experience. The ideal candidate is a compelling facilitator, has excellent organizational skills, strong attention to detail, exceptional time management, effective questioning, and is able to influence others through impactful storytelling, and has the ability to work autonomously and manage multiple tasks effectively while working in a fast-paced environment. Basic Responsibilities: Deliver high quality, memorable learning experiences for Associates in support of Associate performance skills and the business’ objectives. Demonstrate and understand adult learning theory and apply the principles in the classroom. Communicate to participants the overall context of the training and how it fits into the larger goals of the company/department/initiatives. Able to actively demonstrate operational, service, and compliance activities/conversations to provide real life examples to learner(s) leveraging knowledge of policies and procedures. Able to understand group dynamics to engage all learners through strong communication skills. Create a feeling of inclusion establishing a comfortable learning environment while delivering to learners. Ability to make decisions by identifying issues, diagnosing problems, generating alternative solutions and analyzing opportunities and risks. Ability to take responsibility for projects and follow-through to completion with minimal need for direct supervision. Effectively communicate overall impressions of the training program in a clear and succinct manner. Evaluate success of the class based on client needs, learning objectives and overall program objectives. Integrate learning from other sessions/programs as appropriate leveraging learner surveys. Manage learning logistics such as rosters, class times, participant communications, learner surveys, and Learning Management System maintenance. Provide feedback to content developers regarding the effectiveness of training materials, the sequence of content, and the overall effectiveness of the program. Ability to work independently & effectively with clients and subject matter experts. We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Requirements

High School Diploma, GED or equivalent certification
At least 2 years of experience in Retail Bank operations or at least 1 year of experience in a corporate training or instructional role

Nice To Haves

2+ years of experience in adult learning theory application
1+ years of experience in project management
2+ years experience with Google Suite
Working knowledge of fraud concepts

Responsibilities

Deliver high quality, memorable learning experiences for Associates in support of Associate performance skills and the business’ objectives.
Demonstrate and understand adult learning theory and apply the principles in the classroom.
Communicate to participants the overall context of the training and how it fits into the larger goals of the company/department/initiatives.
Able to actively demonstrate operational, service, and compliance activities/conversations to provide real life examples to learner(s) leveraging knowledge of policies and procedures.
Able to understand group dynamics to engage all learners through strong communication skills.
Create a feeling of inclusion establishing a comfortable learning environment while delivering to learners.
Ability to make decisions by identifying issues, diagnosing problems, generating alternative solutions and analyzing opportunities and risks.
Ability to take responsibility for projects and follow-through to completion with minimal need for direct supervision.
Effectively communicate overall impressions of the training program in a clear and succinct manner.
Evaluate success of the class based on client needs, learning objectives and overall program objectives.
Integrate learning from other sessions/programs as appropriate leveraging learner surveys.
Manage learning logistics such as rosters, class times, participant communications, learner surveys, and Learning Management System maintenance.
Provide feedback to content developers regarding the effectiveness of training materials, the sequence of content, and the overall effectiveness of the program.
Ability to work independently & effectively with clients and subject matter experts.