Servicing Training Specialist

Job Description

The Servicing Training Specialist role facilitates key learning and development initiatives that support business objectives and fosters employee growth. They are responsible for conducting onboarding sessions for new hires and support continuous learning initiatives, conducting refreshers and facilitating upskilling opportunities. The Servicing Training Specialist must guarantee that all training materials are up-to-date, meticulously maintained and version-controlled as well as supporting the planning & logistics of training sessions.

Activities performed on the job

• Training facilitation: delivers engaging and informative training sessions, held in person where possible; facilitates learning sessions according to the Facilitators' Guide and Train the Trainer sessions; acts as a Subject Matter Expert (SME) in designated areas; conducts facilitator-led training sessions live and on-site unless exceptions are approved by a direct lead; conducts refresher trainings based on learning needs analysis.
• Training planning and logistics: ensures timely scheduling of participants in conjunction with Recruitment, Workforce Management and Operational teams; works with the Office team, UT and other teams to arrange rooms, equipment and accesses for trainees; supports training participants' enrollment, tracks and reports on attendance.
• Support continuous improvement projects: gathers and analyses training feedback, assessments and observations to identify trends; provides insights and suggestions to senior specialists or the Training Lead; regularly reviews and updates training materials to align with current policies, procedures and regulatory requirements.
• Assess learning outcomes: evaluates understanding of key concepts and procedures through knowledge quizzes, assessments and/or practical exercises; provides feedback to Operational Leads, Senior Specialist and Training Lead based on new hire performance.
• Collaborate with stakeholders: works with stakeholders to align training efforts with compliance objectives; shares training insights and reports on sessions; distributes new hire scorecards to Operational Leads.
• Continuous learning: participates in case handling and operational activities to maintain up-to-date product and process knowledge; reviews updates and internal knowledge bases regularly; incorporates insights into training improvements.

Qualifications

• Certified facilitator: successful completion of internal certification programs or mechanisms to qualify for facilitating training sessions; demonstrated ability to adhere to and implement the organization's training standards and protocols.
• Facilitation experience: demonstrated experience facilitating training sessions and workshops for diverse audiences; expertise in using various facilitation techniques to engage participants and enhance learning outcomes.
• Communication and presentation skills: exceptional presentation and public speaking skills, with the ability to convey complex information clearly and engagingly; strong ability to create an interactive and inclusive learning environment.
• Adaptability and responsiveness: ability to adapt facilitation style and methods to different learning styles and participant backgrounds; quick and effective responsiveness to participant feedback and questions during sessions.

Additional Information

For everyone, everywhere. We're people building money without borders, without judgement or prejudice. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.