Virtual Training & Instructional Advisor

It's fun to work in a company where people truly BELIEVE in what they're doing!
 

We're committed to bringing passion and customer focus to the business.

Position Summary

The Virtual Communication Center (VCC) 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.

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works purposefully and is driven to provide the best team member experience.

Program Delivery and Facilitation

• 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.

Program Training & Development

• 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.

Performance Support & Continuous Improvement

• 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.

Cross-Functional Collaboration

• 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.

Program Evaluation & Administration

• 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.

Culture & Engagement

• 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.

Knowledge, Skills, and Abilities (KSA)

• 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