Learning & Development Specialist

The Role The Learning and Development Specialist will play a vital role in developing and enhancing training programs that increase the effectiveness of our Operations employees. The L&D Specialist will create and maintain training content focusing on sales and customer engagement skills. While the initial focus is on sales enablement and driving revenue, the role will also work to improve customer experience and reduce errors. This role requires a creative individual with strong communication, coaching, and analytical skills, and a passion for fostering employee development.

Develop accurate and user-friendly content for our internal knowledge base. Design, develop, and deliver learning solutions for new hire and tenured agents for product launches, system changes, policy updates, and ongoing skill development. Collaborate closely with subject matter experts, leaders, quality, and peers to gather accurate information and validate content. Develop training and job aids for new processes, system deployments, or product updates. Build partnerships with cross-functional teams and develop strong working relationships with internal customers. Translate complex technical information, legal jargon, or operational processes into clear, concise language. Ensure all content adheres to established brand guidelines, tone of voice, and compliance requirements. Implement feedback from agents, quality, and leadership to continuously improve content effectiveness and usability. Develop measurable learning objectives and assessment strategies to evaluate the effectiveness of training programs. Utilize a variety of training methods and techniques to provide a world-class training experience. Assist with administrative duties related to learning and development initiatives, such as tracking training attendance, assessment scores, survey feedback, and preparing reports. Stay informed about industry trends, technologies, and best practices in learning and development, and relevant to operational effectiveness.

Ability to write clear, concise, and grammatically correct content for diverse audiences. Understanding of learning theories / ADDIE model. Capable of translating complex information into engaging content. Confident in collaborating with employees at all levels and receptive to stakeholder feedback for continuous improvement. Ability to manage multiple projects simultaneously and meet deadlines. A passion for learning and dedication to supporting others' professional growth. Proficient in Google Workspace Preferred attributes Experience working in call center operations/sales, loan processing, or general loan operations for 2+ years. Consumer Financial Services industry experience. BA/BS degree in Learning & Development, teaching or relevant field.

First 30 Days : Integration & Baseline Assessment Focus: Learning core systems, understanding team workflows, shadowing ongoing projects, and building initial team relationships. By 60 Days: Deep Expertise & Strategic Development Focus: Taking ownership of tasks, contributing to ongoing projects, and working with increasing independence under manager guidance. By 90 Days: Strategic Independence & Partnership Focus: Full autonomous authority, strategic roadmap execution, cross-functional leadership, and partnership.

A connected experience: We prioritize high-touch collaboration and flexibility. Whether you are working from our San Francisco or Phoenix offices or joining us as a fully remote team member, we provide the digital-first tools and intentional culture to keep you synced and supported. Invested in your future: A competitive salary and a 401(k) with a 5% company match to help you build long-term financial security. Holistic well-being: We provide the resources you need to thrive, from flexible time off and paid parental leave to an annual wellness allowance and comprehensive health coverage. Professional & personal growth: Take advantage of a suite of premium perks, including Udemy access, childcare assistance, pet insurance, and a bevy of additional savings through Beneplace.

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