Learning Specialist

The role

Our Learning Specialists support new hires and skills-based classes to educate the front-line contact center agents in all the product lines SoFi offers its members. They will coach and develop in class, manage classroom logistics, and be accountable for class preparation. We are seeking candidates who are adept in engaging learners using adult learning methodology and who will develop and motivate new employees in their early tenure as well as providing enhanced learning as they continue their development. The Learning Specialist should expect to work with all levels of management, coach and certify our global partners,  and offer feedback to policy writers and designers to help enhance classroom outcomes. 

We are seeking someone passionate about developing agents. This person is innovative, solution-based, adapts quickly, collaborative, and willing to run after problems.  Learning Specialists are prepared, flexible, and have good time management due to working on various stretch assignments. They utilize data to link to the learner’s performance and focus on class outliers. They are aware of and are involved in the vision of L&D goals. They exhibit excellent communication skills and demonstrate the behaviors we expect from our agents. 

What you’ll do:

• Apply adult learning principles and technical facilitation/teaching skills
• Facilitates virtual and in-person training and is accountable for the knowledge transfer of the content
• Facilitates new hire training, upskill training, and refreshers for Sofi agents and  Global Business Partner agents
• Adapts quickly to fluctuating business needs
• Applies professionalism, and demonstrates company policies and procedures to resolve issues
• Expertise in products, processes, and procedures 
• Solves classroom problems of moderate scope, demonstrating judgment in selecting appropriate methods and techniques.
• Identify and provide recommended solutions for the remediation of performance gaps and class outliers
• Identify the needs of the class and communicate to the stakeholders the progress of learners in class and after through metrics, documentation, and observation
• Expand footprint by taking on increased responsibility for stretch assignments that have a departmental impact
• Provide class coaching and feedback promptly
• Onboard and certify  trainers from our Global Business L&D partners
• Receives minimal instruction and guidance of stretch assignments related to L&D
• Assumes responsibility and demonstrates self-sufficiency in class logistical preparation, classroom performance, maintains attendance, assessment tracking, and records on all training conducted
• Identify and provide recommended solutions for the remediation of performance gaps and class outliers
• Evaluate and provide documented feedback on the effectiveness of content and training materials
• Aligns with the manager on training metrics and goals
• Cultivates strong, productive relationships with stakeholders and within L&D
• Actively participates in group discussions and clearly communicates relevant updates to appropriate stakeholders in a timely manner
• Demonstrates follow-through, identifies roadblocks, and Influences improvement within the department
• Collaboration with colleagues
• Remains positive and flexible with changing climate
• Participate and manage stretch assignments that enhance L&D or Product partners
• Resolves the root causes of classroom issues
• Ability to handle a problem or blocking issue themselves and know when and who to escalate.
• Able to adapt to shifting priorities
• Collaborate on solutions to classroom or L&D issues 

What you’ll need:

• 2+ years experience in technical facilitation 
• Understanding of adult learning principles
• Communicates effectively and is relatable to learners; able to build rapport
• Excellent presentation and classroom facilitation skills
• Relationship management skills
• Problem-solving and organizational skills
• Prioritizing and time management skills
• Work both independently and collaboratively
• Proficiency in Microsoft Office, Google Suite, Slack and Zoom
• 1 Year of professional leadership 
• Banking experience
• Professional language, demeanor, and attitude
• Adherence to the Company Code of conduct and HR policies
• Potential travel for multiple weeks at a time domestic and international
• Must be willing to work flexible shifts based on business need
• Must be able to implement coaching and feedback
• Reliability, flexibility, and can adapt quickly

Nice to have:

• Bachelor’s degree preferred 
• Excellent business and conversational writing and communications skills