Associate, Education

About the role

We’re on a mission to power confidence as students begin their unique journey. We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other.

Responsibilities

• Design and develop comprehensive training curricula tailored to operational and business needs, including onboarding, compliance, product knowledge, systems usage, soft skills, and customer service excellence.
• Deliver engaging and interactive training using a variety of instructional methods, including in-person facilitation, virtual classrooms, e-learning modules, microlearning, and simulations.
• Develop training for core banking systems, CRM platform, and other customer service technologies to ensure system proficiency among agents.
• Align training programs with key contact center metrics such as Initial Call Resolution (ICR), Average Handle Time (AHT), Net Promoter Score (NPS), and Quality Assurance scores.
• Monitor post-training performance and identify areas requiring refresher training or coaching support to drive continuous improvement.
• Implement post-training reinforcement strategies including floor coaching, on-the-job training (OJT), knowledge assessments, and job aids to support skill application and retention.
• Provide ongoing mentoring and performance coaching to support frontline staff in applying skills effectively.
• Partner with department heads, QA teams, compliance, and customer experience teams to identify performance gaps and training needs.
• Leverage quality monitoring insights and customer feedback to inform and refine training programs.
• Support training components of change management initiatives, including new product rollouts, process changes, and regulatory updates.
• Promote a customer-first culture by embedding customer experience principles into all training programs.
• Deliver training on emotional intelligence, empathy, de-escalation techniques, and effective communication to enhance customer interactions.
• Ensure all training content meets current banking regulations, compliance standards, and internal policies.
• Utilize and manage the organization’s Learning Management System (LMS) for course administration, tracking, and reporting.
• Maintain accurate records of training participation, completion rates, assessment results, and feedback.
• Generate reports on training effectiveness and provide recommendations for improvements based on data analysis.
• Collaborate with a team of training professionals, fostering a culture of continuous learning and excellence.
• Provide regular peer-to-peer feedback, mentorship, and growth opportunities to team members.

Qualifications

• Strong organizational skills and attention to detail to manage program logistics and administrative tasks efficiently.
• Excellent written and verbal communication skills to effectively interact with participants, team members, and stakeholders.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software applications.
• Proven knowledge of contact center operations and performance metrics.
• Experience with adult learning principles, instructional design, and learning technologies.
• Strong communication, facilitation, and coaching skills.
• Able to analyze data, measure training effectiveness, and adjust content accordingly.

Skills

• Strong organizational skills and attention to detail to manage program logistics and administrative tasks efficiently.
• Excellent written and verbal communication skills to effectively interact with participants, team members, and stakeholders.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software applications.
• Proven knowledge of contact center operations and performance metrics.
• Experience with adult learning principles, instructional design, and learning technologies.
• Strong communication, facilitation, and coaching skills.
• Able to analyze data, measure training effectiveness, and adjust content accordingly.

Benefits

• Competitive base salaries
• Bonus incentives
• Generous PTO, Floating Holidays and 12 Federal Holidays observed
• Support for financial-well-being and retirement 401k with employer match
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
• Employer paid short-term/long-term disability and basic life insurance
• Flexible hybrid working arrangements
• Paid parental leave and adoption reimbursement programs
• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
• Tuition Reimbursement and Family Scholarship Programs
• Career development and training opportunities