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; facilitator led trainings to be 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 the designated areas
Conducts all 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 all participants for training sessions working in conjunction with Recruitment, Workforce Management and Operational teams
Works with the Office team, UT and other teams to have the right rooms with the right equipment available for all training sessions, as well as having all accesses sorted for each trainee prior the sessions
Supports training participants’ enrollment, tracks and reports on attendance
Support continuous improvement projects
Gathers and analyses training feedback, assessments, and observations to identify trends and areas for improvement
Provides insights and suggestions based on data collected from training sessions to senior specialists or the Training Lead for further review and opportunity scoping
Regularly reviews and updates training materials to ensure alignment with current policies, procedures, and regulatory requirements
Assess learning outcomes
Evaluates Wisers’ understanding of key concepts and procedures through knowledge quizzes, assessment and/or practical exercises
Provides insights and feedback to the Operational Leads, Senior Specialist and Training Lead, based on the new hires' performance results within and post-onboarding
Collaborate with stakeholders
Engages in cross-functional collaboration by working with various stakeholders to align training efforts with compliance objectives
Shares training insights by regularly providing feedback and reporting on training sessions to stakeholders
Provides new hire scorecards by distributing scorecards to Operational Leads to track new hires' performance and progress
Continuous learning
Maintains operational knowledge by participating in case handling and operational activities according to the monthly expectations to maintain up-to-date product and process knowledge
Reviews updates and internal knowledge bases regularly to stay informed about standard operating procedures, best practices, and challenges of operational agents
Incorporates these insights into training improvements where applicable