Center 3 (19075), United States of America, McLean, Virginia

Senior Associate, Line of Business Facilitator

Are you passionate about developing the potential within people through facilitating exceptional learning experiences? Are you excited about creating a learning culture where you help to guide learners to the next level? Are you energetic, curious, organized, and a team player? If you said yes, look no further; this is the role for you!

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.

The ideal candidate is a compelling facilitator, has excellent organizational skills, strong attention to detail, exceptional time management, effective questioning, and is able to influence others through impactful storytelling, and has the ability to work autonomously and manage multiple tasks effectively while working in a fast-paced environment.

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

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website (https://www.capitalonecareers.com/benefits) . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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 RecruitingAccommodation@capitalone.com . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).