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Wellby Financial · 1 day ago

Sr. Virtual Training & Instructional Advisor

Webster, TX

Full-time

Onsite

Mid, Senior Level

4+ years exp

Wellby Financial is a company committed to passion and customer focus. The Sr. Virtual Training and Instructional Advisor is responsible for designing and delivering impactful training and onboarding experiences that drive performance, engagement, and cultural alignment across the contact center and E-Branch.

Credit CardsFinanceFinancial ServicesLending

Responsibilities

Willingness and ability to exhibit Wellby Core Values every day

Works purposefully and is driven to provide the best team member experience

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

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

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

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

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

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

Qualification

Instructional designLearning Management SystemsTraining developmentMicrosoft Office SuiteData analysisAnalytical skillsVerbal communicationWritten communicationInterpersonal skillsProblem-solving