Bachelor's degree in Education, Instructional Design, or related field or equivalent practical experience
3-5+ years of experience in technical training or enablement in corporate/financial settings
Expertise in designing and scaling agent training programs and content development
Deep understanding of fintech domains such as digital payments, blockchain, and banking software
Proficiency in adult learning principles and instructional design models (e.g., ADDIE)
Experience with Learning Management Systems (LMS), CRM tools, and content authoring software like Articulate 360 or Adobe Captivate
Strong project management skills and cross-functional collaboration experience
Proven ability to leverage AI tools to enhance training management.
Responsibilities
Create impactful training experiences through live virtual sessions, in-person workshops, and asynchronous e-learning on fintech topics
Translate financial regulations into training modules for compliance and safety
Lead comprehensive onboarding for new hires in various fintech roles
Develop and update instructional materials including user manuals and job aids
Assess training effectiveness using data-driven metrics to identify skill gaps
Design scenario-based training for managing customer interactions across multiple channels
Ensure training aligns with organizational goals and compliance requirements.
Benefits
Opportunity to contribute to innovative fintech training solutions
Collaboration with cross-functional teams to enhance safety and performance
Access to ongoing professional development and training resources
Flexibility in training design and delivery methods
Engagement with cutting-edge technology and AI tools in training management.
Full Job Description
RESPONSIBILITIES:
Training Design & Delivery: Create and facilitate high-impact learning experiences-including live virtual sessions, in-person workshops, and asynchronous e-learning-focused on fintech products, payment systems, and financial software.
Compliance & Risk Education: Translate evolving financial regulations (e.g., AML/KYC, credit risk standards) into clear training modules to ensure organizational adherence and safety.
Onboarding & Enablement: Lead the end-to-end onboarding for new hires, (including Customer service agents, Dispute Analyst, Fraud Monitoring and Risk Operations analysts) equipping them with the technical and soft skills needed for the fintech landscape.
Content Development: Design and maintain updated instructional materials, such as user manuals, job aids, and knowledge base content.
Performance Metrics: Assess training effectiveness using data-driven metrics, such as adoption rates and assessment scores, to identify skill gaps and refine programs.
Multi-Channel Support Enablement: Design scenario-based training on empathetic customer interactions (voice, chat, email), complex troubleshooting of accounts/transactions/cards/disputes, thorough CRM/ticketing documentation, proactive flagging to Product/Risk/Compliance teams, and achievement of key metrics (AHT, FCR, CSAT) in high-pressure fintech environments.
BASIC QUALIFICATIONS:
Bachelor's degree in Education, Instructional Design, or related field (or equivalent practical experience)
Experience: Most roles require 3-5+ years in technical training or enablement within a corporate or financial setting.
Expertise in designing and scaling agent training programs, including content development.
Fintech Domain Knowledge: Deep understanding of digital payments, blockchain, credit analysis, or banking software.
Adult Learning Principles: Proficiency in instructional design models (e.g., ADDIE) and tailoring content for professional learners.
Technical Proficiency: Experience with Learning Management Systems (LMS), CRM tools, and content authoring software like Articulate 360 or Adobe Captivate. Strong data analytics skills to determine learning requirements
Excellent project and program management capabilities with a track record of cross-functional collaboration
Experience leveraging AI tools and technologies to enhance training management and operational efficiency.
Track record of building cross-functional safety training programs in partnership with Customer Support, Fraud, and Compliance stakeholders, using role-plays and metrics to close skill gaps and strengthen platform trust/safety.
PREFERRED SKILLS AND EXPERIENCE:
Demonstrated ability to collect, analyze, and visualize complex data to inform strategic decisions
Proficiency with BI and dashboard tools (e.g., SQL, Dremel, Looker/Data Studio, Tableau) to craft data-driven narratives
Familiarity with AI-powered analytics and automation platforms for quality improvement and operational optimization
Ability to own the end-to-end maintenance of internal and external knowledge bases, including creating new articles, updating existing content, archiving outdated information, and optimizing structure for better searchability and user experience.
Certified Professional in Talent Development (CPTD), Training Industry Certified Professional in Training Management (CPTM) or similar certification
ITAR REQUIREMENTS:
To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. a7 1157, or (iv) Asylee under 8 U.S.C. a7 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
