Facilitator/ Trainer

About the Role

Bill Gosling Outsourcing is seeking an enthusiastic and driven Facilitator/Trainer to join our dynamic work environment. This role focuses on enhancing the learning experience for new hires by facilitating both corporate and client-specific training. You will leverage your expertise to design, develop, and update training materials, including Computer-Based Training modules. This position actively contributes to continuous improvement initiatives.

Key Responsibilities

• Create presentation and training material involving the design, layout, and content development for in-person, remote, and Computer-Based Training modules.
• Facilitate classroom training with new hires.
• Interact positively with members across the business to help problem-solve and foster culture.
• Work with Subject Matter Experts, Management, and others to create training objectives, material, and content.
• Design and maintain training infrastructure including Workday learning Environment, SCORM-based training modules, and SharePoint, and Articulate Suite.
• Learn new knowledge, software, and innovate while collaborating with others.
• Create testing questions and design systems/tools to measure and report on training effectiveness.
• Train team members on various topics including applicable government regulations, company strategies, systems, policies, procedures, practices, leadership, soft skills, software, and train the trainer.
• Work with the global training team to enhance capabilities, champion best practices, and support functional trainers.
• Provide feedback on training experiences and trainee performance.
• Train new staff on applicable government regulations and company strategies, systems, policies, procedures, and practices.
• Review or delegate job-specific training.
• Develop and implement new training methodologies, procedures, and materials.
• Recommend deployment of new staff during the training process.
• Complete random audits on client portfolios and recorded calls, and review results with appropriate management.
• Assist in completing file and performance reviews, and conduct training and coaching.
• Notify management of any malpractice identified during audits for appropriate action.
• Assist team members by answering questions and providing support.
• Champion company core values and other company programs.
• Other duties as assigned.

Requirements & Tech Stack

• Banking and fraud expertise preferred.
• Full availability required, including the possibility of overnight shifts.
• Experience with Workday learning Environment, SCORM-based training modules, SharePoint, and Articulate Suite are an asset.

Qualifications

• Certificate in adult education or equivalent experience.
• College Diploma or University Degree in a designated field, would be an asset.
• Minimum 6 months facilitation experience (or equivalent) plus 2 years successful management experience in a training function, or equivalent experience.
• Demonstrated experience in Leadership, innovation, and an understanding of adult learning principles and technology, preferred but not required.
• High school diploma or equivalent.
• Strong spoken and written English, with the ability to communicate accurately and clearly.
• Sound judgment, attention to detail, and the ability to recognize when escalation is necessary.
• Confidence navigating multiple systems while managing customer interactions.
• Availability for rotating shifts, including weekends, holidays, and overnights.
• Ability to work onsite in Norfolk, Virginia.

Details

• Salary: $40,000 annually
• Location: Norfolk, VA