Merchant Training Coordinator

Essential Job Duties:

• Develop training content through various mediums (e.g., job aids, presentations, video, etc.) to facilitate effective in-person, remote, and pre-recorded training programs.
• Design, produce, and maintain an expansive library of on-demand training courses for active merchants and their store associates.
• Draft, schedule, and deploy recurring training communications on best practices, new product features, and program changes.
• Assess and anticipate business training needs by leveraging complaint trends, industry changes, and management feedback.
• Become a subject matter expert in No Credit Needed payment solutions, transaction flows, and merchant portal features.
• Proactively plan, track, and report on all merchant training activities, including in-store visits and client deliverables.
• Maintain, organize, and update all existing merchant training documentation, creating new resources as needed.
• Utilize surveys, polls, and other call-to-action tools to evaluate training retention and participant feedback.
• Receive, prioritize, and respond to training support requests from intradepartmental functional areas.
• Manage the review and approval process of all training documentation.
• Perform other operational duties as assigned.

Minimum Requirements & Qualifications:

• 3 years of prior work experience in a training or teaching role.
• Bachelor degree in education, instructional design, or instructional technology (related experience considered in lieu of education).
• Advanced knowledge of PC windows-based applications, including Microsoft Office and Adobe Creative Suites.
• Ability to manage multiple concurrent priorities, meet deadlines, track projects to completion.
• Excellent time management, communication, organizational, and public speaking skills.
• Knowledge of graphic design and audiovisual editing skills.

Preferred Skills:

• Prior experience and knowledge of No Credit Needed payment solutions.
• Customer Relationship Management (CRM) Software experience.
• LMS management experience.
• Fluent in Spanish (oral and written).

Critical Competencies:

• Plans and Aligns: Sets objectives to align with broader organizational goals; Breaks down objectives into appropriate initiatives and actions; Stages activities with relevant milestones and schedules; Anticipates and adjusts effective contingency plans.
• Balances Stakeholders: Understands internal and external stakeholder requirements, expectations, and needs; Balances the interests of multiple stakeholders; Considers cultural and ethical factors in the decision-making process; Acts fairly despite conflicting demands of stakeholders.
• Collaborates: Works cooperatively with others across the organization to achieve shared objectives; Represents own interests while being fair to others and their areas; Partners with others to get work done; Credits others for their contributions and accomplishments; Gains trust and support of others.
• Communicates Effectively: Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels; Attentively listens to others; Adjusts to fit the audience and the message; Provides timely and helpful information to others across the organization; Encourages the open expression of diverse ideas and opinions.
• Customer Focus: Gains insight into customer needs; Identifies opportunities that benefit the customer; Builds and delivers solutions that meet customer expectations; Establishes and maintains effective customer relationships.
• Resourcefulness: Marshals resources (people, funding, material, support) to get things done; Orchestrates multiple activities simultaneously to accomplish a goal; Gets the most out of limited resources; Applies knowledge of internal structures, processes, and culture to resourcing efforts.