Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

 The facilitator is expected to help create a high-impact learning culture by actively partnering and consulting with business unit leaders to address and close performance gaps. The senior facilitator will partner with the instructional designer to ensure training classes are vibrant and impactful. Additionally, he or she will evaluate learning outcomes and implement changes should outcomes not be achieved. There is an opportunity to manage content maintenance.

What you're good at:

• Leading New Hire training- Primarily lead instructor-led new hire training for a variety of call center or support positions.
• Take broad and complex concepts and deliver the information in a digestible format that is easy for learners to grasp.
• Look for opportunities to streamline and enhance existing training.
• Partner and mentor with classroom SMEs to provide robust training.
• Coaching new hires- Follow New Hires from classroom to Nesting to ensure knowledge transfer to job functions.
• Analyze New Hires’ results and provide timely feedback to improve performance.
• Share results with operational leaders, making recommendations that can help them further coach new hires.
• Providing continuing education training for systems, products, and desired skills-
• Lead continuing education to share new information, as well as lift performance for existing employees.
• Actively review Quality data to understand performance gaps and then partner with SMEs, Team Leads and Supervisors to identify solutions to close performance gaps.

What you'll do:

• Learn core operations and objectives of teams within Phoenix Service Center to effectively provide job knowledge in a classroom setting
• Demonstrate the necessary fundamental training concepts, including facilitation, instruction, and classroom management to ensure optimal learning.
• Demonstrate knowledge and experience in multiple training delivery models (such as ROPES)
• Manage new hires according to company policies and procedures; provide updates to hiring managers on classroom performance
• Coach and motivate employees to achieve optimal performance; provides developmental feedback to associates during new hire and continuing education.
• Demonstrate knowledge and experience in multiple coaching models (such as GROW)
• Engage learners to be active in their learning by engaging them in discussions and various classroom activities
• Partner with People Operations and various business units to schedule training programs 
• Demonstrate the ability to function independently and as part of a team with a positive attitude, strong work ethic, and commitment to excellence
• Keep up with and apply the latest teaching techniques to the training environment
• Other duties as assigned

What you have:

• 3+ years previous training delivery experience, financial services industry experience is preferred
• Excellent communication and facilitation skills to maximize effectiveness of learning and knowledge transfer
• Strong public speaking skills with the ability to engage learners throughout training and learning opportunities
• Experience with applying Kirkpatrick's model for training evaluation to measure training effectivenessExperience in applying Bloom’s Taxonomy
• Excellent team player with skills to effectively communicate with a diverse team.
• Excels at handling conflict, difficult situations, and urgent issues in a professional manner
• Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy
• Evidence of ability to prioritize, manage and complete projects with tight deadlinesDesire to thrive in a dynamic, growing environmentUnderstanding of and ability to apply adult learning methodologies

*This is an in-office role and you are required to be fully vaccinated for COVID-19

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.