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Truliant Federal Credit Union · 1 day ago

Learning and Development Facilitator - Collections

Winston-Salem, NC

Full-time

Hybrid

Mid Level

Truliant Federal Credit Union is committed to improving lives by providing straightforward financial solutions and exceptional service. The Learning & Development Facilitator will design and deliver engaging learning experiences that enhance soft skills and address performance challenges within the Collections department.

Banking

Growth Opportunities

Responsibilities

Delivers engaging in-classroom and hybrid learning experiences focused on soft skills, conflict resolution, handling difficult conversations, and learner engagement

Collaborates with Learning Business Partners/Consultants, Collections leadership, Business Partners, Quality Assurance, and Instructional Designers to ensure classroom design addresses root performance gaps rather than symptoms

Stays current with Collection’s business processes by spending time in the department to understand frontline roles, business challenges, and opportunities to elevate learning, ensuring efficient, practical, and effective solutions

Co-designs and adapts learning content to align with business needs, collection metrics, and adult learning principles

Incorporates innovative learning technologies (AI-driven simulations, gamification tools, live polling platforms, etc.) to enhance engagement and skill application

Acts as a coach/mentor, reinforcing skill development beyond the classroom

Delivers training on critical collections skills, including overcoming objections, negotiation, and recommending solutions, as well as foundational Artificial Intelligence literacy, focusing on its impact on both the member and employee experience

Collects and analyzes learner feedback, performance data, and QA insights to refine future training

Stays current with emerging learning methodologies and technologies, integrating them into program delivery

Works with leadership to define measures of success (12–24 months) that evaluate the role’s impact and training efficacy

Assists with other tasks and projects as assigned

Facilitates ancillary classes as needed

Qualification

Adult learning principlesAI-driven learning technologiesFacilitation skillsCoachingStakeholder managementGamification toolsMentoringConflict resolutionEmotional intelligenceCommunication skillsCritical thinking

Required

Must have the ability to lead engaging, interactive classroom sessions (in-person and hybrid)

Must have skills in managing difficult conversations and modeling effective communication

Must have a strong grasp of adult learning principles (Knowles' andragogy, experiential learning, etc.)

Must have the capacity to adapt facilitation style to different audiences and learning needs

Must have techniques for driving active participation (role plays, simulations, peer learning)

Must have the ability to read the room and adjust on the spot for learner energy or resistance

Must have coaching/mentoring skills to extend learning beyond the classroom

Must have skill in partnering with Learning Business Partners, Instructional Designers, QA, Operations, and Collections leadership to design solutions tied to root causes

Must have the ability to translate business problems into learning solutions

Must have strong stakeholder management and relationship-building skills

Must be familiar with AI-driven simulations, polling, gamification tools (Mentimeter, Kahoot, MURAL, etc.)

Must have comfort experimenting with new platforms to keep learning modern and engaging

Must have an understanding of how to blend digital and in-person learning for maximum impact

Must be skilled in gathering and interpreting feedback and QA data to refine training

Must have the ability to link training interventions to performance outcomes and business metrics

Must have critical thinking to spot root causes vs. symptoms in performance issues

Must have the capability to help define and measure the long-term impact of learning interventions

Must have excellent verbal and written communication skills

Must have the ability to integrate modern facilitation technologies into training

Must have excellent communication, collaboration, and coaching skills

Must have emotional intelligence to build trust and manage sensitive conversations

Must have the ability to simplify complex information for learners at different levels

Must stay current with Collections processes by spending time on the floor

Must have a commitment to continuous professional development in L&D and facilitation

Must have awareness of industry trends and evolving learning methodologies, including the role of AI in shaping learning strategies

Bachelor's degree in Human Resources, Organizational Development, Education, Psychology, Communications, Business, or related field or equivalent work experience required

Strong facilitation experience with proven ability to manage challenging discussions and keep adult learners engaged required

Demonstrated success in working cross-functionally with business leaders and L&D professionals required