Learning & Development Facilitator

Calling all innovators find your future at Fiserv.

Were Fiserv a global leader in Fintech and payments and we move money and information in a way that moves the world. We connect financial institutions corporations merchants and consumers to one another millions of times a day quickly reliably and securely. Any time you swipe your credit card pay through a mobile app or withdraw money from the bank were involved. If you want to make an impact on a global scale come make a difference at Fiserv.

Job Title

About your role:

You will design document and deliver operational training programs that empower internal and external teams to deliver consistent client experiences across the endtoend client journey. You will partner with crossfunctional teamsCustomer Support Concierge/Activation Loyalty Tech Support Sales Support and Deploymentto create scalable procedures process maps and training materials that drive operational excellence and accuracy.

What youll do:

• Design and maintain comprehensive operational procedures training curricula and job aids for internal teams and external partners.
• Facilitate engaging instructorled and virtual training sessions workshops and reinforcement sessions to ensure clarity and compliance.
• Translate complex workflows into process maps and visual workflows and create stepbystep training documentation.
• Collaborate with subject matter experts to map the endtoend client journey and identify training gaps and improvements.
• Provide sidebyside coaching floor support and onthejob reinforcement during onboarding and golive periods.
• Monitor and update training content to reflect system process and regulatory changes; support knowledge transfer and ongoing education.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience youll need to have:

• 5 years of experience in payment industry operations merchant acquiring or banking transaction processing.
• 3 years of experience designing and delivering instructorled and virtual training curriculum development and training evaluation.
• 6 years of experience using Microsoft Teams Excel Access Merchant Manager and training delivery platforms.
• 6 years of equivalent combination of educational background related experience and/or military experience.

Experience that would be great to have:

• Bachelors degree in business education instructional design or a related field.
• Familiarity with quality and operational metrics (AHT FCR QA CSAT/NPS) and using them to evaluate training effectiveness.
• Bilingual English/French proficiency for training delivery and documentation.
• Experience with process improvement methodologies and stakeholder management for crossfunctional programs.

How youll work:

• This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
• This role requires the use of a computer and audio equipment.
• This role requires flexibility to work overtime including weekends and holidays.

Travel:

• Approximately 10% travel off-site or to other office locations is expected.

Sponsorship:

• Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens permanent residents or who hold a valid open work permit will be considered for this role.

Benefits at Fiserv:

• Fuel Your Life wellness program with activities and rewards to support total well-being
• Paid statutory holidays Recharge & Refuel vacation (years-of-service tiers) and a Paid Sick Time program
• No-cost confidential support through the Employee Assistance Program (EAP) for you and household members
• Recognition through Living Proof with points redeemable for merchandise and gift cards
• Eight Employee Resource Groups to build connection and inclusion
• RRSP with 100% company match up to 5% a Non-Registered Savings Plan (NREG) and an Employee Stock Purchase Plan (ESPP)
• Comprehensive extended health care and vision benefits plus dental coverage
• Company-paid Basic Life and AD&D with optional life and AD&D coverage available
• Company-paid Short-Term Disability and Long-Term Disability income protection
• Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits

Salary Range:

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

It is unlawful to discriminate against a prospective employee due to the individuals status as a veteran.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin gender gender identity sexual orientation age disability protected veteran status or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process please contact. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiservs Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.