DFC Operations Trainer

Dealership:

L0238 Driveway Finance Corporation

DFC Operations Trainer I

The DFC Operations Trainer I is responsible for the maintenance and delivery of high impact training curriculum throughout the DFC Operations group. This individual will facilitate on-the-job coaching, organize training sessions for new hires and existing employees, develop educational material, and create operational job aides.

The DFC Operations Trainer reports to the DFC Senior Manager of Operations.

Location: Tigard, OR (Hybrid)

Compensation Range: $53,000 - $65,000 annually

We offer a competitive starting wage that is based on a variety of factors, including the specific role, experience, qualifications, skill set, and education. 

Responsibilities

• Deliver creative and effective learning events and programs, incorporating a variety of presentation methods and applications to accommodate different adult learning styles, demonstrating a high proficiency of servicing operations content and material.
• Lead employees through new hire training, including the delivery of weekly performance assessments, detailing their progress, strengths, and opportunities through the onboarding experience.
• Facilitate department training programs, designed to provide employees at all levels with the knowledge and tools necessary to improve personal performance and development.
• Assist with the creation of job aids, curriculum, presentations, and other coursework and materials that are clear, concise, and accurate as well as, where appropriate, engaging and interactive.
• Conduct role-playing activities to develop interpersonal skills (e.g., negotiation, teamwork and conflict management)
• Develop and maintain understanding of organizational processes to develop job aids and instructional materials that promote the transfer of knowledge across departments and functions.
• Maintain training resources and systems training environment.
• Deliver assessments to measure and assess the effectiveness of the curriculum and learner performance.
• Monitor trainees' knowledge before and after training to help determine follow-up training requirements.
• Provide follow-up coaching about job performance and quality assurance to new employees after training; work one-on-one with representatives to reinforce skills taught during training sessions.

Skills and Qualifications

• 3+ years of financial services or contact center experience
• 1+ years of experience teaching or training in a corporate environment (in person or virtual)
• Bachelor’s degree preferred
• Exceptional interpersonal & communication skills
• Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
• Understanding of training tools and techniques
• Possess practical conflict resolution skills (both customer and agent conflict)
• Possess time management, planning, organizational and multi-tasking skills
• Excellent presentation skills (oral and written), as well as the ability to motivate, teach and inspire staff
• Ability to work in a professional but fast-paced environment
• Excellent planning, class management, and coordination skills and ability to work with a variety of learning styles
• Strong understanding of adult learning theory, curriculum design, and training
• Comfortable delivering constructive feedback to address knowledge, skill, and performance gaps
• Comfortable providing and accepting critical feedback
• Capable of prioritizing and organizing work efficiently to meet deadlines
• Experience in assessing learning needs and identifying performance gaps
• Experience defining curriculum strategies and training plans
• Experience designing and developing training content, courses or programs, and training evaluation

Competencies

• Does the right thing, takes action and adapts to change
• Self-motivates, believes in accountability, focuses on results, makes plans and follows through
• Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
• Thrives on a team, stays positive, lives our values

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job*

• Up to 1/3 of time: standing, walking, lifting up to 25 pounds
• Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing

*Reasonable accommodations may be made to enable individuals to perform the essential functions.

NOTE:  This is not necessarily a