Are you passionate about developing talent and optimizing business outcomes through innovative training strategies? As a Training & Development Associate on our Talent Enablement Team, you will play a key role in ensuring our agents and learners are equipped with the skills, tools, and support needed to deliver outstanding client experiences. You will collaborate across teams, maintain compliance, and foster a culture of continuous learning and improvement. This high-impact role calls for grit, adaptability, and excellence in a fast-paced environment. Ideal candidates are resilient, resourceful, and committed to delivering results under pressure, with strong ownership of training content creation and delivery.
Empower learners and drive business results by delivering engaging training, maintaining up-to-date materials, and supporting seamless integration of new processes and tools.
Job Responsibilities
- Deliver engaging training sessions and maintain, update, and archive training materials and resources.
- Facilitate tool and resource access for learners, troubleshoot issues, and communicate proactively with stakeholders.
- Take at least 4 hours of calls per month, or more as needed, to maintain hands-on business knowledge and provide coaching.
- Continuously learn and understand the business, its products, and processes to ensure relevant and impactful training.
- Identify and implement process improvements, support new product or system rollouts, and collaborate to standardize training content.
- Teach soft skills and conversation de-escalation techniques to enhance client interactions and support.
- Educate learners on merchant account features, processes, and best practices.
- Participate in quality assurance activities and provide constructive feedback to learners.
- Stay current with procedures, communications, training content, and industry developments to ensure effective training delivery.
- Maintain flexibility and adaptability in training approaches and content to meet changing business needs.
- Thrive in a fast-paced, high-volume environment, managing multiple priorities and deadlines simultaneously.
- Demonstrate resilience, adaptability, and a strong work ethic in the face of challenges and change.
- Maintain a positive, solutions-oriented attitude under pressure and during periods of rapid organizational change.
- Commit to delivering high-quality results, even when faced with ambiguity or shifting priorities.
Required Qualifications, Capabilities, and Skills
- Experience in training delivery, documentation management, and process improvement.
- Strong communication and collaboration skills.
- Proficiency in Microsoft Excel (including formulas and pivot tables), PowerPoint, and SharePoint.
- Demonstrated ability to create and deliver engaging training content with measurable results.
- Proven ability to take ownership of tasks, work independently, and deliver results in a fast-paced environment.
- Proactive in identifying and resolving issues, and adaptable to changing priorities.
- Commitment to continuous learning, improvement, and openness to feedback.
- Ability to troubleshoot tool access and escalate issues promptly.
- Familiarity with regulatory compliance and business control standards.
Preferred Qualifications, Capabilities, and Skills
- Experience supporting payment integrations and new product launches.
- Proven ability to mentor and develop team members.
- Track record of implementing innovative training strategies.
- Ability to foster cross-functional collaboration and knowledge sharing.
