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Education Associate
Sallie Mae. Design, deliver, and evaluate educational programs and training initiatives for newly hired and tenured employees .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and delivering educational programs, with a strong focus on compliance, performance metrics, and adult learning principles. Proficient in managing training logistics, employee development, and utilizing learning management systems to enhance training effectiveness.
Highest-signal resume keywords
Training Design and DeliveryEmployee Development and CoachingContact Center Operations KnowledgeData Analysis and Training EffectivenessLearning Management System (LMS) Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Curriculum DevelopmentInstructional DesignPerformance Metrics AnalysisTraining Needs AssessmentCompliance Standards KnowledgeMicrosoft Office Suite ProficiencyE-Learning DevelopmentFacilitation SkillsCoaching TechniquesCustomer Service Training
Soft Skills
Organizational SkillsAttention to DetailWritten CommunicationVerbal CommunicationEmpathy
Tools & Technologies
Learning Management System (LMS)CRM PlatformsCore Banking SystemsE-Learning ToolsVirtual Classroom Software
Industry Keywords
Banking RegulationsContact Center MetricsAdult Learning PrinciplesChange ManagementEmployee Relations
About the role
Key responsibilities & impact- Design, deliver, and evaluate educational programs and training initiatives for newly hired and tenured employees
- Directly manage employees assigned to New Hire Education, including setting expectations, monitoring performance and attendance, coaching, feedback, development, and accountability
- Manage employees through New Hire Education and transition to the production environment
- Establish expectations for attendance, professionalism, conduct, performance, productivity, quality, and compliance
- Monitor employee performance, progress, and proficiency throughout education programs
- Partner with Human Resources and Operations leadership on employee relations matters
- Evaluate employee readiness for production transition
- Design and develop curricula covering onboarding, compliance, product knowledge, systems usage, soft skills, and customer service
- Deliver training through in-person facilitation, virtual classrooms, e-learning, microlearning, and simulations
- Develop training for core banking systems, CRM platforms, and customer service technologies
- Align training with contact center metrics including ICR, AHT, NPS, and Quality Assurance scores
- Implement floor coaching, OJT, knowledge assessments, and job aids
- Provide mentoring and performance coaching to frontline staff
- Identify performance gaps and training needs with department heads, QA, compliance, and customer experience teams
- Support change management initiatives, product rollouts, process changes, and regulatory updates
- Deliver training on emotional intelligence, empathy, de-escalation, and effective communication
- Ensure training content meets banking regulations, compliance standards, and internal policies
- Manage the LMS for course administration, tracking, and reporting
- Maintain training records and generate effectiveness reports with data-driven recommendations
- Collaborate with training professionals and provide leadership, coaching, feedback, recognition, and development to direct reports
Requirements
What you’ll need- Strong organizational skills and attention to detail to manage program logistics and administrative tasks efficiently
- Excellent written and verbal communication skills
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software applications
- Proven knowledge of contact center operations and performance metrics
- Experience with adult learning principles, instructional design, and learning technologies
- Strong communication, facilitation, and coaching skills
- Ability to analyze data, measure training effectiveness, and adjust content accordingly
- Demonstrated experience directly managing, coaching, and developing employees
- Ability to create a positive learning environment while maintaining consistent leadership expectations and performance standards
- Bachelor’s degree in education, Business Administration, or a related field preferred; relevant experience will be considered in lieu of a degree
- 5+ years of experience in training, design and delivery, preferably in a contact center, banking environment, grade school or higher education
Benefits
Comp & perks- Competitive base salaries
- Bonus incentives
- Generous PTO, Floating Holidays and 12 Federal Holidays observed
- Support for financial-well-being and retirement 401k with employer match
- Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
- Employer paid short-term/long-term disability and basic life insurance
- Flexible hybrid working arrangements
- Paid parental leave and adoption reimbursement programs
- Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
- Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
- Tuition Reimbursement and Family Scholarship Programs
- Career development and training opportunities