Dispute’s Operations Training Specialist - Remote

The Dispute Operations Training Specialist will coordinate and facilitate skills development programs for the Dispute Operations departments members within Velera. Incumbent will deliver in-person, web-based, and distance learning programs, gather source materials for development of learning curriculum, procedures, and documentation. Incumbent will collaborate with Dispute Operations management and/or Product staff to adapt approach and delivery based on audience needs and/or new products/services or projects roll out. Incumbent will create or enhance Dispute Operations knowledge base articles, online learning module content, various application user guides, and/or procedures. Incumbent will support quality control processes through rescore, audit and calibration processes. Incumbent will support offshore partners through “train the trainer” processes, certification, liaison and subject matter expertise, and ongoing calibration review sessions. Incumbent will be responsible for communicating with senior management, internal/offshore teams, and credit unions/financial institutions as needed.

• Develop collaborative relationships with business line management, subject matter experts, HR, OD, and learning design staff to identify learning opportunities to close knowledge or performance gaps and gather source content for the learning curriculum.
• Maintain working knowledge of Dispute Operations products/services and applications to ensure content is effectively delivered.
• Create, update, or enhance knowledge base articles and/or procedures
• Facilitate technical skills, soft skills, career, and professional development programs
• Coach and mentor stakeholders within the business unit to facilitate best practices.
• Establish performance objectives, learning outcomes, and assessment tools, utilizing established instructional theories and design principles; Deliver virtual and classroom-based blended instruction.
• Modify custom-designed or off-the-shelf classroom and blended learning programs based on audience needs; May be involved in researching, evaluating, and recommending content, programs, resources, tools, and the like.
• Provide regular updates to department management of status of all development activities, completion of milestones, and potential conflicts.
• Analyze the effectiveness of learning facilitation through associate job performance and post-course delivery assessments; Create assessments for reinforcement, including situational and scenario-based questions; Provide post-learning follow-up to support learning transfer; Provide regular updates to Dispute Operations management of the status of all development activities, completion of milestones, and potential conflicts.
• Manage projects, including introducing and integrating new course materials through formalization efforts with L&OD Business partners; formalize all training materials, including, but not limited to, participation guides, facilitation guides, simulations, gamification, and formalized certifications.
• Provide backup facilitation support across the team, as needed.
• Perform other duties as assigned.

Position Specifications

• High School Diploma or equivalent. 
• Bachelor’s degree preferred
• Minimum 5 years contact center as it relates to dispute processing and/or chargeback experience required and/or Two (2) years financial institution Chargeback experience required and/or One (1) year experience as a Team Lead with coaching and proven process improvement experience preferred.  
• Previous experience in quality control preferred.
• Previous experience in Chargeback and/or Contact Center training preferred

Knowledge, Skills, & Abilities

• Demonstrate behaviors based on Velera ….
• Ability to proficiently use Microsoft Office applications (Excel, Word, PPT, Visio, etc.).
• Motivated self-starter with solid organizational skills and the ability to work in a team environment.
• Collaborative individual with a positive attitude, enthusiasm, professionalism, and strong work ethic.