Capital One Senior Associate Line Business Facilitator 

United States, Virginia, Arlington 

108949584

Center 3 (19075), United States of America, McLean, Virginia Senior Associate, Line of Business Facilitator

We are seeking an individual who will be responsible for delivering the full suite of Retail and Line of Business Learning through a variety of delivery methods. These methods include virtual and in-person learning, engaging Associates in discussion through the use of appropriate questions, ensuring tone, inflection and practicality by incorporating synchronous and asynchronous learning activities. The role is focused on the preparation, facilitation, and managing all training logistics. Additional responsibilities for this role include:

• Leading a dynamic learning environment and supporting the learner needs by facilitating Contact Center and Back Office policy and procedures.

• Assessing Associates’ readiness, understanding of information, and that foundational skills are demonstrated by our Associates.

• Promoting adult learning principles and techniques to further support associates’ ability to model technical and soft-skill behaviors when transitioning to their role.

• Providing other learning experiences as determined necessary to support the contact center.

• Observing training course trends, learner surveys, and identifying opportunities to enhance the learning experience.

Basic Responsibilities:

• Deliver high quality, memorable learning experiences for Operations Associates in support of Associate performance skills and the business’ objectives.

• Demonstrate and understand adult learning theory and apply the principles in the classroom.

• Communicate to participants the overall context of the training and how it fits into the larger goals of the company/department/initiatives.

• Able to actively demonstrate operational, service, and compliance activities/conversations to provide real life examples to learner(s) leveraging knowledge of policies and procedures.

• Able to understand group dynamics to engage all learners through strong communication skills.

• Create a feeling of inclusion establishing a comfortable learning environment while delivering to learners.

• Ability to make decisions by identifying issues, diagnosing problems, generating alternative solutions and analyzing opportunities and risks.

• Ability to take responsibility for projects and follow-through to completion with minimal need for direct supervision.

• Effectively communicate overall impressions of the training program in a clear and succinct manner.

• Evaluate success of the class based on client needs, learning objectives and overall program objectives. Integrate learning from other sessions/programs as appropriate leveraging learner surveys.

• Manage learning logistics such as rosters, class times, participant communications, learner surveys, and Learning Management System maintenance.

• Provide feedback to content developers regarding the effectiveness of training materials, the sequence of content, and the overall effectiveness of the program

• Actively share Retail Bank Learning team best practices, leveraging efficiencies among team products and processes and participating in team events.

• Fully able to work independently & effectively with clients and subject matter experts.

"We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the below requirements to apply for this role."

Basic Qualifications:

• High School Diploma, GED or military experience

• At least 1 year of experience working in a Retail Bank role or at least 1 year of experience in a corporate training or an education role

Preferred Qualifications

• At least 2 years of experience in training facilitation

• 1 year of experience in project management

• Advanced Google Suite skills

• Working knowledge of fraud concepts

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.