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Customer Experience Center Learning Facilitator
2 months ago
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 facilitationQuickly masters training content; is resourceful in consulting subject matter experts and other resources (e.g., websites, manuals, literature) to add to his/her content knowledgeEstablish credibility with the audience by knowing the content area, providing relevant examples, and linking the material to the audience's job experiences and challengesSkillfully make the connection between learning objectives and line of business goals in the classroomPresent information in a clear, logical and organized way; knows which points to emphasize to increase learningActively seek evidence of audience engagement and comprehension, tailoring the training to meet differing needs, interests, and experience levels among participantsOrganize, develop, and maintain training materials, handouts, and visual materialsMonitor, evaluate and record training activities and program effectiveness, recommending and developing alternative training methods to continually improve programsAssess training needs through surveys, interviews with employees, focus groups, and/or consultation with managers, instructors, or business representativesEvaluate, document and coach trainees' performance, through testing and role-plays, whether trainees will meet standards to successfully complete the training programsPrepare classroom and class materials prior to classPerform all training duties, and all other duties as requiredJob RequirementsBachelor's degree required, or five years of specific job-related experience may be substitutedKnowledge of life insurance and/or annuity products requiredRelated professional certification or designation is an assetAble to communicate complex technical concepts and ideas, both verbally and in written form, clearly and accuratelyStrong presentation and communication skills; ability to facilitate and present to groups of varying sizes and skill levelStrong 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 managementOrganizational skills to multi-task, meet deadlines, and be able to work independentlyA strong desire to learn new technologies, the curiosity to figure out how things work, and a passion for improving the user experienceAbility to readily adapt to an ever-changing environmentThinks quickly on his/her feet; handle challenging questions and comments with poise and confidenceWillingness to perform other duties as assignedMust be able to pass a background checkOn campus presence 5x a week during new hire training. Flexible with campus presence for additional identified in-person trainingsLogistical 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 managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment.National Life is accepting applications for this role on an ongoing basis and the role remains open until filled. National Life Group is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.National Life Group1 National Life DrMontpelier, VT 05604Social Media Policy Site Disclosure and Privacy Policy
