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Associate, Learning Associate - Customer Channels Performance Solutions (Work From Home)
About the position
Associate, Learning Associate - Customer Channels Performance Solutions (Work From Home) Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice. 23060 (Richmond, VA) 23320 (Chesapeake, VA) 33634 (Tampa, FL) 89144 (Las Vegas, NV) 75024 (Plano, TX) 19801 (Wilmington, DE) 68521 (Lincoln, NE) 56301 (St. Cloud, MN) The responsibilities of this role include facilitating in a virtual environment by providing learning with materials that support our US Card curriculum. This individual will partner closely with key business associates providing input as needed, be familiar with adult learning theory, and communicate business intent learning materials effectively in a virtual environment. This will be done through coaching, performance management and people leadership while supporting new hires and internal agents on their learning journey. Learning Associate Job Description: Facilitates both virtual and in person learning experience aligned to industry best practices Deliver on identified learning objectives Manage challenging classroom situations; oversees performance management of the classroom experience Prepare for class in a well-managed way following the Virtual Classroom Guide (class set-up, roster, communication, logistics, technology access, etc) Integrate business strategy and priorities into delivery as appropriate Partner with appropriate stakeholders to include compliance and other specialty projects Consult with clients to understand needs and provide recommendations Stay current on team meeting materials & updates Complete admin. duties as needed (Class Folder Updates, Weekly Training Report Completion, System access request follow up Deliver coaching and feedback to learners Able to adapt to different learning styles and technological platforms What we value: Collaboration: You will engage with peers to balance urgency and quality, ensuring that our learners have the necessary information, tools, resources to service our customers . Kindness: In our dynamic business environment, you will demonstrate understanding and optimism, serving as a positive change agent who fosters an inclusive and supportive atmosphere. Assurance: You will achieve impactful results that enhance the skills and expertise of millions of customers, instilling a sense of trust in our training processes.
Responsibilities
- Facilitates both virtual and in person learning experience aligned to industry best practices
- Deliver on identified learning objectives
- Manage challenging classroom situations; oversees performance management of the classroom experience
- Prepare for class in a well-managed way following the Virtual Classroom Guide (class set-up, roster, communication, logistics, technology access, etc)
- Integrate business strategy and priorities into delivery as appropriate
- Partner with appropriate stakeholders to include compliance and other specialty projects
- Consult with clients to understand needs and provide recommendations
- Stay current on team meeting materials & updates
- Complete admin. duties as needed (Class Folder Updates, Weekly Training Report Completion, System access request follow up
- Deliver coaching and feedback to learners
- Able to adapt to different learning styles and technological platforms
Requirements
- High School Diploma, GED, or equivalent certification
- At least 2 years of experience facilitating trainings
- At least 2 years of experience in Microsoft Office or Google Suite
- Secure home office environment that is free from background noise and distractions
- Reliable private internet connection that is not supplied via cellular data or hotspot is required
- A private network that is password protected where you have ownership or line of site sight to every device on the network
- Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
- Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
- ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
- To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
- Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
- Capital One reserves the right to request proof of internet provider, speed and service package from the associate.
- Requirements are subject to change, as new systems and technology is delivered.
- Capital One reserves the right to modify internet service requirements with sixty (60) days notice.
- Internet Service Provider specs can change by provider and location within the US.
- If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
- Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), or 19801 (Wilmington, DE), 68521 (Lincoln, NE), or 56301 (St Cloud, MN) and report in person, when required, with at least 24 hours notice.
- We are unable to consider applicants who: Do not maintain network-compatible internet access Live or work beyond the 100 mile radius of their dedicated location, or Live or work in the state of California.
Nice-to-haves
- 3+ years of experience using facilitator tools such as Zoom, Snag It and virtual training tools
- 3+ years of experience facilitating trainings
