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Training Specialist

Location:Tucson, AZ
Level:Full Time
Category: Client Services


Ascensus, the largest independent retirement and college savings services provider in the United States, has an exceptional opportunity for an experienced Training Quality Analyst Specialist professional to help manage a new retirement program.  A Successful candidate will be part of an amazing organization backed by more than 30 years of experience in the industry that helps over 7 million Americans save for their future.

The Training Specialist is responsible for assessing, evaluating, and improving the effectiveness of new and existing associates, for a State Sponsored Retirement Program, focusing on Call Center and Back Office functions.  The primary responsibility of this role is to focus on designing, developing and conducting training programs and creating/preparing operational documentation and materials. Additionally, the Training QA specialist will be performing transaction review, call evaluations, control testing, and executing monthly quality reports.  


Section 2: Job Functions, Essential Duties and Responsibilities

  • Deliver new hire training courses for Client Service (Call Center and Back Office) including:  training courses and monthly and quarterly release training courses related to system and platform enhancements
  • Design and develop materials for training courses which include creating training presentations, job aids, workflows and related documentation
  • Read, review, and create educational materials
  • Translate requirements/scope documents into easy to understand trainings/documentations
  • Design and facilitate new business trainings for  internal associates and external partners
  • Identify skills or knowledge gaps during trainings and collaborate with hiring managers to implement effective strategies and close learning gaps
  • Lead the scheduling process with internal departments; create agendas
  • Maintain all Client Service related written procedures and policies  and  periodically review and recommend updates and changes
  • Perform quality review of transactions
  • Review, monitor, report, and distribute departmental data metrics for all applicable parties within deadlines
  • Analyze the reporting data to identify trends and developmental needs                                                                             
  • Assist with various departmental projects including platform changes to process improvement initiatives
  • Participate in projects aimed at business development
  • Assist with SLA review and other tasks and projects as assigned
  • Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
  • Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organization and culture 


    Section 3: Experience, Skills, Knowledge Requirements           

  • Bachelor’s degree; Training/facilitation degree/certificate a plus
  • 3-4 years Retirement Investment Services, Call Center, Financial Services, and Client Services Experience 
  • Strong analytical, problem solving, and organizational skills
  • Detail-oriented, PC and MS Office proficient, flexible, committed to quality
  • Ability to respond to routine multi-tasking as well as complex, unplanned issues while adhering to aggressive deadlines for multiple initiatives
  • Ability to proactively and independently research issues, gather evidence, and successfully work with various groups throughout organization
  • Exceptional oral, written, and presentation skills with a demonstrated ability to communicate effectively across all functional areas
  • Self-motivated, assertive, and energetic team player
  • Experience in training, technical writing
  • Knowledge of current (best practice) training techniques and tools in technical subjects
  • Ability to present complex information to different audiences
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What makes any career at Ascensus so rewarding?

  • Collaborative, idea-sharing environment
  • Professional development
    • In-house training
    • Tuition reimbursement
  • Generous reward programs
  • Paid time off (additional purchase plan)
  • Medical, dental & vision benefits
  • Health savings account (employer contribution up to $1,100)
  • 401(k) & 529 match programs
  • Volunteer/charitable-giving programs
  • Business casual dress
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