Learning Specialist


Job Description

Passbook is the first digital financial services for immigrants in the US. We believe that leaving home is hard enough and managing your money shouldn’t be, so we introduce the first digital financial services solution with no fees, with no SSN required & for international use. Our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Passbook, your work has a direct and positive impact on people around the globe. Your work matters, every day.

As a Passbook digital financial services specialists you provide a premium and compelling experience to our customers to earn their love & trust. Your primary focus in this critical support role is to creatively resolve customer’s issues, engage actively with our customers in a personalized way and escalate major customer pain points to our product teams to improve our service quality. This is achieved through following existing standard operating procedures and providing feedback about them. You will be empowered to think outside the box while respecting our guardrails to protect our customers and the business.

Job Duties And Responsibilities

  • Design, Delivery & Development:
    • Ensure all training logistics or resources needed before, during and after training, are prepared or returned properly exercising due diligence in their safekeeping and security.
    • Comply with learner and facilitator guidelines or standards.
    • Observe, co-lead, and lead new hire and on-going training.
    • Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques.
    • Facilitate transition of learners from training to work environment by managing nesting actively, ensuring competency levels are satisfactory and more than sufficient.
    • Adapt and developed classroom agenda, timelines and content flow as needed to deliver effective training to students.
    • Monitor learner progress throughout duration of training, providing coaching and developmental feedback.
    • Complete daily tracking, including end of day course evaluations and trainee assignments to identify high risk learners.
    • Summarize course and trainer evaluations for management review.
    • Carry out supervisory responsibilities of trainees in accordance with the organization’s policies and applicable laws; this includes training, planning, assigning and directing work; appraising performance, rewarding and disciplining trainees; addressing complaints and resolving problems.
    • Effective creates training content that would benefit the operations by strategically analyzing priorities.
    • Determine easily the learning styles of trainees and look for learning methods that would foster learning effectiveness.
    • Measure learning curve 30-60-90 days after they hit production
    • Respectfully conducts training sessions by promoting inclusion and active participation
    • Outstanding Facilitator
      • Facilitates huddles, meetings and communication with the team
      • Facilitates feedback gathering where associates feels safe in sharing their positive and constructive feedback
      • Communicates transparently in coordination with relevant stakeholders – Customer Success leadership, Site leadership, HR, Program Managers, etc

    Functional Competencies

    • Strategic Thinking & Partnership
    • Advanced research skills
    • Excellent preparation and organization skills
    • Advanced development skills
    • Effective communication skills
    • Project management skills
    • Innovator and resourceful
    • Community building skills
    • Customer centric and goal-oriented focus


    • 1 year experience as a Trainer in a BPO setting covering Customer service, Process-Product, and Language training.
    • High School Diploma.
    • College graduate of any related degree
    • Background in Financial accounts or programs is a plus
    • Flexibility to work and learn independently to meet deadlines
    • Excellent communication skills
    • Schedule flexibility based on business needs
READ:   Global Executive Relations Operations Specialist

  • Nivel de antigüedad

    Sin experiencia

  • Tipo de empleo

    Jornada completa

  • Función laboral

    Recursos humanos

  • Sectores

    Servicios y tecnologías de la información , Software y Servicios financieros

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