Customer Experience Center Learning Facilitator

Customer Experience Center Learning Facilitator

This position is responsible for delivery of learning content through suitable approaches that meet desired learning outcomes and learner needs. This person builds trusted relationships and creates an engaging learning environment. They drive learner development by actively providing feedback and learner support. The Learning Facilitator partners with business experts, performs job shadowing and collects learner feedback to continuously improve the curriculum throughout our operations team.

Key Responsibilities

• Facilitate new-hire and new-initiative training and continuing education through instructor-led and virtual instructor-led sessions utilizing a variety of delivery methods specific to adult learning, using instructional techniques and formats, such as role playing, simulations, team exercises, group discussions, and facilitation
• Quickly masters training content; is resourceful in consulting subject matter experts and other resources (e.g., websites, manuals, literature) to add to his/her content knowledge
• Establish credibility with the audience by knowing the content area, providing relevant examples, and linking the material to the audience’s job experiences and challenges
• Skillfully make the connection between learning objectives and line of business goals in the classroom
• Present information in a clear, logical and organized way; knows which points to emphasize to increase learning
• Actively seek evidence of audience engagement and comprehension, tailoring the training to meet differing needs, interests, and experience levels among participants
• Organize, develop, and maintain training materials, handouts, and visual materials
• Monitor, evaluate and record training activities and program effectiveness, recommending and developing alternative training methods to continually improve programs
• Assess training needs through surveys, interviews with employees, focus groups, and/or consultation with managers, instructors, or business representatives
• Evaluate, document and coach trainees' performance, through testing and role-plays, whether trainees will meet standards to successfully complete the training programs
• Prepare classroom and class materials prior to class
• Perform all training duties, and all other duties as required

 

Job Requirements

• Bachelor’s degree required, or five years of specific job-related experience may be substituted
• Knowledge of life insurance and/or annuity products required
• Related professional certification or designation is an asset
• Able to communicate complex technical concepts and ideas, both verbally and in written form, clearly and accurately
• Strong presentation and communication skills; ability to facilitate and present to groups of varying sizes and skill level
• Strong interpersonal skills and sensitivity to deal effectively with individuals from different cultures, along with professional maturity and confidence in communicating results with peers and various levels of management
• Organizational skills to multi-task, meet deadlines, and be able to work independently
• A strong desire to learn new technologies, the curiosity to figure out how things work, and a passion for improving the user experience
• Ability to readily adapt to an ever-changing environment
• Thinks quickly on his/her feet; handle challenging questions and comments with poise and confidence
• Willingness to perform other duties as assigned
• Must be able to pass a background check
• On campus presence 5x a week during new hire training. Flexible with campus presence for additional identified in-person trainings
• Logistical organization skills (scheduling, collaboration with Work Force Management teams, partnering with leaders to allocate resources)

 

 

The base compensation range represents the low and high end of the range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees. Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.  National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in mana