Training Instructor I - Collections Training

Location: VA Winchester - Operations Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description


You have goals, dreams, hobbies and things you’re passionate about.

What’s Important to You Is Important to Us
We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen.

Don’t take our word for it.

• FORTUNE 100 Best Companies to Work For®
• Computerworld® Best Places to Work in IT
• FORTUNE® Best Workplaces for Millennials
• Forbes® America’s Best Employers

Basic Purpose

To implement and facilitate training programs for assigned areas of company. Collaborate with the Instructional Designers and test the development of learning activities, training materials, facilitator guides, lesson plans, and class schedules. Conduct training sessions, monitor effectiveness and recommend program modifications. Investigate operational processes and procedures to determine feasible and effective training solutions. Function as subject matter expert or lead on projects regarding business functions, systems, policies and/or procedures. Identify and assess organizational issues and training/development needs. Present findings and recommendations to management. May be required to travel and work evenings and/or weekends. Provide support to branch to meet the business need. Work under supervision; participate in projects.If selected for Branch Operations, may be required to travel up to 60-70% of the time. If selected for L&D, to coordinate org-wide training initiatives, such as Professional Development Workshops. For most business units with member-facing roles, may be called on to work alongside trainees during periods of high volume and therefore must maintain SME knowledge/expertise.


• Collaborate with others to plan and design courses and curricula; ensure accuracy of content and test multimedia elements 
• Conduct needs assessment on request from business unit management to provide customized training or individual guidance to improve and develop performance
• Create reference and support tools that reinforce training
• Develop and enhance training content and technique to ensure that learning objectives meet training requirements
• Facilitate classroom interactions to ensure optimum engagement levels from participants
• Identify and recommend new and novel training approaches and modalities
• Implement most effective instructional approach via virtual instructional led training (VILT) or instructional led training (ILT) 
• Leverage Navy Federal Learning Center (NFLC) to communicate programs; register participants; track attendance, participation, assessments; and monitor class workshops/simulations/eLearning offerings
• Liaison between product owners and operations to maintain a consistent focus for a variety of initiatives using diversecommunication methods
• Manage preparation of training materials, resources and course content from conception through production stages 
• Plan, coordinate, manage & deliver (technical, soft skill, skill builder and/or member service) training programs; may also include ad hoc training 
• Respond to and resolve training related issues and inquiries 
• Track, measure, evaluate, analyze and provide feedback on the effectiveness of training programs and/or trainee performance to ensure learning objectives are achieved 
• Train employees on the concepts, products, policies, procedures and equipment used in the position
• Conduct research and analysis of requirements and processes
• Identify and develop recommendations for business process improvement 
• Measure, develop, mentor and counsel trainees
• Serve as subject matter expert regarding business functions, systems, policies and/or procedures
• Set performance standards and expectations 
• Perform other duties as assigned

Qualifications – All required unless otherwise noted

• Ability to adapt to fluctuating work-flow
• Ability to compile, organize and present information clearly and concisely
• Exposure to classroom instruction and/or facilitation for individuals or groups
• Exposure to working and participating in cross-functional, multi-dimensional teams and projects
• Basic skill to successfully influence, lead and/or guide others towards goals
• Effective database and presentation software skills
• Effective organizational, planning and time management skills
• Effective research, analytical, and problem solving skills
• Effective skill capturing and translating processes and requirements into easily understood terms
• Effective skill collaborating with various external and internal technical and/or functional contacts
• Effective skill communicating with all levels within an organization
• Effective skill interacting tactfully and effectively in difficult situations
• Effective skill speaking and/or presenting in front of groups in a professional setting
• Effective verbal and written communication skills
• Effective word processing and spreadsheet software skills
• Desired - Bachelor's Degree in Education, business, communication, behavioral sciences, training development or related field or the equivalent combination of training, education, and experience
• Desired - Familiarity with Navy Federal products, services, programs, policies and procedures
• Desired - Familiarity with Navy Federal's functions, philosophy, operations and organizational objectives
• Desired - Familiarity with banking/financial industry standards and practices
• Desired - Basic skill in assessing organizational training needs and researching topics for course development

Hours: Monday -Friday 8:00AM - 4:30PM

Location: Wincherster Operations 141 Securoty Drive Winchester, VA. 22602
As a COVID-19 safety measure, our employees must either provide proof of COVID-19 vaccination or follow additional safety protocols, including testing.                      
Due to COVID-19 and social distancing, this position may require working from home temporarily with plans to return to campus at the location listed once Navy Federal is back to normal operations. The specific logistics for returning to campus will be determined at a future date by individual leadership

Pay Range: $22.00 - $28.00

Equal Employment Opportunity

Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability

COVID-19 Vaccine Information

As a COVID-19 safety measure, our employees must either provide proof of COVID-19 vaccination or follow additional safety protocols, including testing.


Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position.

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.