Fiserv, Inc Hiring for Learning Facilitator I Job at Marietta, GA Full Time

What does a great Learning Facilitator I do?
As a Learning Facilitator I, you will support the knowledge, skills and productivity of the company’s associates and clients by delivering engaging classroom and virtual instruction, facilitation and administration in new hire and skill-enhanced training sessions for telephone/call contact center associates. As a Facilitator, you will teach Fiserv contact center associates (onsite and/or remotely) all about Fiserv, Fiserv products and services, and how to assist callers in answering their questions and meeting their needs related to Fiserv’s products. The Learning Facilitator I position reports to a Learning Manager in the Learning and Knowledge Solutions (LKS) department and interfaces with peers in the Operations and Support Partner groups. Classes can be several weeks long and can occur on day, evening, or weekend shifts.

Job Expectations
1. Conducts learning programs and new hire onboarding activities in person and virtually around products, systems, and customer service skills for call center specialists.
2. Provides coaching and feedback in both group and individual sessions for associates to improve their customer servicing skills, system navigation, and various call metrics; assists, trains, and mentors senior Learning Enhancement Leads (LEL).
3. Participates in the continuous improvement of the organization by recommending process improvements, curriculum enhancements and/or new processes or procedures. Keeps up to date with call center and product-specific policies and procedures.
4. Contributes to the needs of the business by taking customer and client calls in production as/when needed.

5. Collaborates with the instructional design team and/or Product Lead Facilitators (PLF) on any updates for learning materials.
6. Builds mutually beneficial relationships with internal operational partners, including production Supervisors and Managers. Partners with Operations leaders regarding associate performance and performance management actions; coordinates with the Workforce Management team regarding associate schedules and class/Academy Bay (ABAY) and production schedules.
7. Serves as role model for LKS and Fiserv in adhering to and enforcing all site, Fiserv and LKS policies and procedures; flexes work schedule to meet business needs/class schedules.

Basic Qualifications
1. High School diploma or equivalent.
2. Minimum of two years of customer service experience, with a minimum of 6-12 months of subject matter expertise in one Fiserv product.
3. Previous experience in facilitating/teaching/instructing others and/or in helping people learn.
4. Experience delivering constructive feedback/coaching for the growth and development of others.
5. Experience learning new software, processes, regulations, and other content in order to facilitate them to new learners.
6. Trust and integrity; can be relied upon to perform all duties and find solutions to challenges with minimal supervision or assistance.
7. Familiarity with Adult Learning Theory.
8. Proficiency with Windows, MS Office Suite, Chrome, Verint, Genesys, AWS/VDIs and all systems used for products known.

Preferred Qualifications
1. Associate degree or equivalent education/experience.
2. Previous leadership experience and more than two years of customer service experience.
3. More than 2 years of in-person facilitation experience and 1 year of virtual facilitation experience; strong classroom management skills.
4. Advanced knowledge of Adult Learning Theory.
5. Expertise in two or more products.
6. Empower Certified and/or ICM Expert.
7. Previous experience working on PMO projects and initiatives and/or previous experience collaborating with the instructional design team and/or Product Lead Facilitators (PLF) on updates for learning materials, conducting meetings to review updates, and coordinating with CX peers to identify trends.
8. Experience delivering learning in varied formal and informal formats.