Virtual Training & Instructional Advisor

It's fun to work in a company where people truly BELIEVE in what they're doing!
 

We're committed to bringing passion and customer focus to the business.

Position Summary

The Virtual Communication Center (VCC) Training and Instructional Advisor serves as a strategic learning partner responsible for designing and delivering impactful training and onboarding experiences that drive performance, engagement, and cultural alignment across the contact center and E-Branch. This role combines instructional design, facilitation, and cross-functional collaboration expertise to accelerate team member readiness and promote continuous development. By aligning learning initiatives with operational objectives, the Advisor plays a critical role in empowering team members, fostering service excellence, and supporting the overall success and growth of the VCC.

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works purposefully and is driven to provide the best team member experience.

Program Delivery and Facilitation

• Lead in designing and delivering systems and process onboarding for VCC team members, ensuring a smooth and effective integration into their roles.
• Provide continuous training for existing staff, focusing on systems proficiency, product expertise, service excellence, and process enhancements.
• Tailor facilitation methods to accommodate diverse roles, experience levels, and learning styles, maximizing engagement and knowledge retention.

Program Training & Development

• Create, update, and maintain training materials, procedures, and resources in collaboration with L&D, Quality, and Operational leaders.
• Implement structured learning strategies, including onboarding milestones and refresher training.
• Integrate Wellby’s mission, values, and member service standards into all learning content.

Performance Support & Continuous Improvement

• Analyze feedback, performance trends, and on-the-job observations to identify skill gaps and development opportunities proactively.
• Collaborate with leaders to provide targeted training solutions that enhance operational efficiency and team performance.
• Act as a continuous learning resource and performance coach, reinforcing training outcomes and supporting sustained growth post-implementation.

Cross-Functional Collaboration

• Partner with departments such as Centralized Support, Learning & Development, and the Virtual Interaction Quality team to ensure learning initiatives align with organizational goals.
• Support the rollout of new initiatives and system changes through training and communication.

Program Evaluation & Administration

• Track attendance, completion, and feedback for training programs.
• Analyze feedback and performance data to improve learning experiences continuously.
• Prepare documentation, session materials, and communication for training delivery.

Culture & Engagement

• Foster a positive, inclusive, and service-driven learning environment.
• Collaborate with managers and team members to implement changes.
• Train team members to use new systems or follow new processes.
• Monitor and support a proactive product-offering culture, ensuring team members prioritize membership growth, relationship building, and exceptional service.
• Provide strategic coaching and insights to member service representatives and supervisors that drive individual and team performance, strengthen organizational sustainability, and ensure exceptional member experiences while meeting operational goals.
• Assume responsibility for related duties and special projects, including training assistance of new team members as required or assigned. 
• Complete all mandatory compliance testing on time. Implements processes as required by the Bank Secrecy Act and Wellby policies and procedures. 
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby’s organizational functions, general operating policies and procedures and credit union best practices.
• Knowledge of credit union products, services, and regulatory requirements that impact event planning and member engagement.
• Knowledge of general office practices and procedures, business English, spelling, punctuation and arithmetic.
• Knowledge of retail product philosophy, banking industry best practices, and regulations.
• Knowledge of personal computers and proficiency utilizing Microsoft Office Suite products or related software.
• Knowledge of instructional design, design principles, and adult learning theories.
• Knowledge of Learning Management Systems.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.
• Skilled in data organization and implementation into readable formats and spreadsheets.
• Skilled in effective verbal and written communication to prepare and conduct presentations, training seminars, and workshops.
• Skilled in interpersonal skills for exchanging accurate information across diverse audiences.
• Skilled in above-average analytical and reasoning abilities.
• Skilled in solid influence skills.
• Ability to work outside of business hours, occasional evenings or weekends, to attend events or meetings.
• Ability to assess business and customer needs and implement successful solutions using creativity, innovation, and judgment.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to initiate, develop and maintain strong, effective relationships.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to be trustworthy and act with integrity.
• Ability to work collaboratively and openly share ideas as part of a cross-functional team.
• Ability to work effectively across organizational departments and functions to achieve strategic goals.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, deal effectively with the public, and establish and maintain effective working relationships with other team members.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to motivate others and to work in a large, cross-functional team dynamic.
• Ability to coordinate several concurrent activities simultaneously.
• Ability to provide excellent time management skills with a proven ability to meet deadlines.
• Ability to provide strong analytical and problem-solving skills.
• Ability to exercise independent judgment.

Supervisory Responsibilities

The team member does not have supervisory responsibilities.

Complexity & Scope of Work

• The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
• The team member performs routine and generally related tasks without supervisory direction.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
• Courses of action are determined by established procedures and/or the VP, Virtual Communication Center
• The team member’s work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
• The team member uses independent judgment in making decisions.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position.  Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings. 
• The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Minimum Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree in training and development, education, human resources, or related field preferred.
• Minimum three (3) – five (5) years of professional experience in learning and development, training or similar experience required.
• Minimum two (2) years in a leadership or supervisory capacity is strongly preferred
• Experience working with Learning Management Systems (LMS) and/or Learning Experience Platforms
• An equivalent combination of education and experience may substitute for stated qualifications.
• Bondable

For All Candidates

This is a Full-Time, Hourly (exempt) role.

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email [email protected] or call 281-226-1696 for assistance. 

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.