Sr. Virtual Training & Instructional Advisor

Wellby Financial•Webster, TX

About The Position

The Sr. Virtual Training and Instructional Advisor serves as a strategic learning partner responsible for designing and delivering impactful training and onboarding experiences that drive performance, engagement, and cultural alignment across the contact center and E-Branch. This role combines instructional design, facilitation, and cross-functional collaboration expertise to accelerate team member readiness and promote continuous development. By aligning learning initiatives with operational objectives, the Advisor plays a critical role in empowering team members, fostering service excellence, and supporting the overall success and growth of the VCC.

Requirements

Knowledge of Wellby’s organizational functions, general operating policies and procedures and credit union best practices.
Knowledge of credit union products, services, and regulatory requirements that impact event planning and member engagement.
Knowledge of general office practices and procedures, business English, spelling, punctuation and arithmetic.
Knowledge of retail product philosophy, banking industry best practices, and regulations.
Knowledge of personal computers and proficiency utilizing Microsoft Office Suite products or related software.
Knowledge of instructional design, design principles, and adult learning theories.
Knowledge of Learning Management Systems.
Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.
Skilled in data organization and implementation into readable formats and spreadsheets.
Skilled in effective verbal and written communication to prepare and conduct presentations, training seminars, and workshops.
Skilled in interpersonal skills for exchanging accurate information across diverse audiences.
Skilled in above-average analytical and reasoning abilities.
Skilled in solid influence skills.
Ability to work outside of business hours, occasional evenings or weekends, to attend events or meetings.
Ability to assess business and customer needs and implement successful solutions using creativity, innovation, and judgment.
Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
Ability to initiate, develop and maintain strong, effective relationships.
Ability to communicate clearly and concisely, orally and in writing.
Ability to be trustworthy and act with integrity.
Ability to work collaboratively and openly share ideas as part of a cross-functional team.
Ability to work effectively across organizational departments and functions to achieve strategic goals.
Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, deal effectively with the public, and establish and maintain effective working relationships with other team members.
Ability to work in a fast-paced team environment with exceptional customer service skills.
Ability to motivate others and to work in a large, cross-functional team dynamic.
Ability to coordinate several concurrent activities simultaneously.
Ability to provide excellent time management skills with a proven ability to meet deadlines.
Ability to provide strong analytical and problem-solving skills.
Ability to exercise independent judgment.
Bachelor’s degree in training and development, education, human resources, or related field preferred.
Minimum four (4) – six (6) years of professional experience in learning and development, training or similar experience required.
Bondable For All Candidates

Nice To Haves

Minimum two (2) years in a leadership or supervisory capacity is strongly preferred
Experience working with Learning Management Systems (LMS) and/or Learning Experience Platforms
An equivalent combination of education and experience may substitute for stated qualifications.

Responsibilities

Lead in designing and delivering systems and process onboarding for VCC team members, ensuring a smooth and effective integration into their roles.
Provide continuous training for existing staff, focusing on systems proficiency, product expertise, service excellence, and process enhancements.
Tailor facilitation methods to accommodate diverse roles, experience levels, and learning styles, maximizing engagement and knowledge retention.
Create, update, and maintain training materials, procedures, and resources in collaboration with L&D, Quality, and Operational leaders.
Implement structured learning strategies, including onboarding milestones and refresher training.
Integrate Wellby’s mission, values, and member service standards into all learning content.
Analyze feedback, performance trends, and on-the-job observations to identify skill gaps and development opportunities proactively.
Collaborate with leaders to provide targeted training solutions that enhance operational efficiency and team performance.
Act as a continuous learning resource and performance coach, reinforcing training outcomes and supporting sustained growth post-implementation.
Partner with departments such as Centralized Support, Learning & Development, and the Virtual Interaction Quality team to ensure learning initiatives align with organizational goals.
Support the rollout of new initiatives and system changes through training and communication.
Track attendance, completion, and feedback for training programs.
Analyze feedback and performance data to improve learning experiences continuously.
Prepare documentation, session materials, and communication for training delivery.
Foster a positive, inclusive, and service-driven learning environment.
Collaborate with managers and team members to implement changes.
Train team members to use new systems or follow new processes.
Monitor and support a proactive product-offering culture, ensuring team members prioritize membership growth, relationship building, and exceptional service.
Provide strategic coaching and insights to member service representatives and supervisors that drive individual and team performance, strengthen organizational sustainability, and ensure exceptional member experiences while meeting operational goals.
Assume responsibility for related duties and special projects, including training assistance of new team members as required or assigned.
Complete all mandatory compliance testing on time.
Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures.
Performs other related duties as assigned.