Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition 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 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

The Training Specialist is expected to help build a high-impact learning culture by actively partnering with business departments to develop, implement, and maintain training content, while also facilitating training sessions to ensure team members are prepared for success in their roles.

What You’ll Do:

Create and update various training modalities for team members and CCPs. This includes Onboarding, New Hire, Upskilling, and ad hoc training; Leverage team intake tool to track and update progress on content deliverables; Adhere to due dates for content build and update deliverables.
Facilitate Onboarding, New Hire, Upskilling, and ad hoc requests for CCPs and team members; Maintains records of class attendance, results of tests and assessments, and behaviors within the classroom; Demonstrate the necessary fundamental training concepts, including facilitation, instruction, and classroom management to ensure optimal learning; Manage new hires according to company policies and procedures; provide updates to hiring managers on classroom performance; Engage learners to be active in their learning by engaging them in discussions and various classroom activities.
Coaching new hires- At times, follow New Hires from classroom to Nesting to ensure knowledge transfer to job functions; Work with returning leave of absence or struggling CCPs to upskill in order to close performance gaps, as requested; Coach and motivate employees to achieve optimal performance; provides developmental feedback to associates during new hire and continuing education.
Assist in the planning, coordination, and execution of new training programs and organizational initiatives; provide logistical support and ensure the smooth rollout of new training projects.

What We Look For:

Demonstrate a high level of professional maturity and emotional intelligence- Interacting with various levels of the organization and must display professional behaviors that instill confidence in self and the larger team.
Ability to create and maintain comprehensive and complete learning content, using correct grammar- Create training in Google Slides and/or Articulate and Storyline that is error-free
Strong facilitation, communication and interpersonal skills- Possess the ability to take broad and complex concepts and deliver the information in a digestible format that is easy for learners to grasp, maximizing effectiveness of learning and knowledge transfer.
Proactive learner- Learn core operations and objectives of teams within Phoenix Service Center to effectively provide job knowledge to learning content and in a classroom setting
Collaboration- Partner with team members/CCP to provide a robust training experience whether it is creating content or facilitating content
Organizing and coordinating skills- Manage a workload that will be a balance of creating learning content and facilitating classes, while managing ad hoc requests
Ability to function independently and as part of a team with a positive attitude, strong work ethic, and commitment to excellence
Excel 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
Ability to prioritize, manage and complete projects with tight deadlines
Understanding of and ability to apply adult learning methodologies

What We Offer You:

Competitive salary and stock option plan
100% paid coverage of medical, dental and vision insurance
Flexible PTO
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives

For California residents: Upgrade's CaliforniaNotice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

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.

Upgrade, Inc.

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