Dave, Learning & Development  - General Analyst II - Pradera GT

Last day to apply: Friday, September 20th 2024

Position overview:

As the Learning and Development Content Design and Development Specialist, you will be instrumental in elevating the knowledge and skills of our contact center agents, directly influencing the quality of member service. In this role, you will lead the creation, updating, and maintenance of comprehensive training content and FAQs, ensuring they reflect the latest product, feature, and tool updates while adhering to Dave's unique voice and brand standards.

You will forge and maintain strong collaborative relationships with key internal stakeholders including Vendor Operations, Fraud/Risk, Legal and Compliance, Member Experience, Member Intelligence and Quality Assurance teams. This collaboration is crucial for aligning content with Dave's standards, localizing training for diverse agent populations, and continuously enhancing our Learning Management System (LMS).

Moreover, your role involves closely monitoring onboarding performance, quality metrics, and member feedback, partnering with Vendor Operations and Quality to identify upskilling opportunities. You will also manage monthly product mastery assessments with BPO partners, driving continuous product knowledge improvement and ensuring a consistent, top-tier member service experience.

Key responsibilities:

• Curriculum Creation and Management: Development engaging and informative training content for contact center agents, ensuring materials are up-to-date with the latest product features, tools, and updates.

• Member-facing Content Design and Management: Oversee the creation and ongoing maintenance of external FAQs, Help Center materials and member self-servicing ensuring they are accurate, user-friendly, and reflective of Dave's tone and style.

• Process Development and Improvement: Analyze, refine, and enhance existing workflows or creating new processes to ensure efficiency, effectiveness, and overall performance within an organization. It involves identifying bottlenecks, gaps, or inefficiencies in current procedures, implementing changes or innovations to address these issues, and continuously monitoring and evaluating the results to ensure ongoing optimization.

• Cross-Functional Collaboration: Work closely with various teams including Vendor Operations, Fraud/Risk, Member Experience, Member Intelligence and Quality Assurance and Compliance to ensure all content is cohesive, reflects Dave's brand voice, and meets regulatory standards.

• Assessment and Continuous Improvement: Deploy monthly product mastery assessments to BPO partners, focusing on continuous product upskilling and mastery. Use feedback and performance data to identify areas of opportunity and implement targeted training interventions.

Mandatory Requirements: 

• Schedule flexibility - Required

• Availability to work on-site - Required

Core competencies:

• Analytical

• Result Oriented

• Client Focus (Internal and External)

• Adaptability to change

• Teamwork

• Excellent oral and written communications skills

• Ability to work under pressure

• Analytical Skills

• Collaborative Mindset

• Analytical and Assessment Skills

Functional competencies:

• English B2 - Required

  • Oral and written comprehension.

  • Appropriate use of language.

• Proficiency with G Suite applications (i.e. Docs, Sheets, Slides)

• Fintech Expertise, direct experience in the fintech industry, with a deep understanding of its dynamics.

• Communication Skills, Exceptional writing and editing skills, with an ability to convey complex financial and technological concepts in an engaging, clear, and concise manner.

• Technical Proficiency. 

Qualifications

• A bachelor's degree in a relevant field. 

• 5 years of experience in content development and learning & development, specifically within a fintech environment. A proven track record in creating compelling training materials, managing large-scale content projects, and adapting to the unique requirements of the fintech or banking sector.

• Cultural Sensitivity: Experience in localizing content for diverse audiences, respecting cultural nuances, and adapting content to suit various learning styles, especially within the fast-paced fintech environment.