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Tangerine

Facilitator & Learning Support Specialist - Tangerine

Moncton, NB, Canada

Job type: Full-time
Apply by: Oct 31, 2026
Posting language: English
Posted: Oct 1, 2026

Apply About employer

Applications open in a new tab.

Original job description

Requisition ID: 274977

At Tangerine, we’re redefining banking. As Canada’s leading digital bank, we thrive on innovation, agility, and bold thinking, tackling every challenge head-on with leading technology and the unstoppable power of collaboration.

Our client-obsessed teams deliver flexible, accessible banking solutions, breakthrough products, and award-winning service. Beyond banking, we’re committed to making an impact in the communities we serve and across our organization. We foster a culture built on integrity, inclusion, and fearless ambition – where diverse perspectives are valued, and people are empowered to do their best work.

Are you ready to disrupt the status quo? Do you crave challenges that push boundaries? If you’re a high performer looking to accelerate your career and reimagine the banking landscape, this is your moment.

Let’s shape the future of banking together!

What You Will Be Doing

The Facilitator & Learning Support Specialist provides on-site learning delivery and learner support for the contact centre. The role facilitates new-hire, promotional, refresher, and change-related learning; supports learners and Designated Trainers throughout classroom and nesting activities; and helps sustain consistent learning practices from training through operational readiness. The Specialist also supports curriculum maintenance, classroom administration, coaching, and the identification of learning needs through learner feedback, call taking, and operational observations.

Is this role right for you? In this role, you will be:

Facilitate assigned classes, promotional, refresher, change-related training, and return to work training in virtual and in-person environments. Share delivery responsibilities with Designated Trainers and other facilitators based on program requirements and capacity.
Under the guidance of the Manager, support the onboarding, preparation, and ongoing development of Designated Trainers as assigned
Continuously monitor company updates and communications for impacts to training needs
Collaborate with stakeholders for internal processes and quality management to assess for training needs
Partner with instructional designers and business leaders to manage updates and changes to training curricula including modules and facilitator guides
Ensure all stakeholders are informed and prepared for curriculum changes through clear communication and documentation
Maintain version control and change logs for all learning materials
Consult with instructional design team on learning projects as subject matter experts
Coordinate with stakeholders to ensure quality and all policy and procedural needs are included in training build
Stay current with training best practices as well as Tangerine contact center policies, procedures, and products
Assess and identify Client trends and needs via call taking and use such knowledge to inform training needs
Demonstrate outstanding customer service, technical skills and product knowledge
Support learners during on the job training (nesting) as assigned including coaching Agents with a structured learning approach
Some administration and program organization tasks as assigned
Championing a client- obsessed culture
Leveraging a growth mindset, embracing learning and continuous improvement
Contributing to a dynamic workplace fostering trust, integrity and inclusion
Removing obstacles to drive momentum across teams

Skills

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

AI fluency
A craving to contribute to a high-performing team
Ability to drive results in periods of change
Track record of fostering an inclusive culture
3+ years internal experience with Tangerine’s Contact Center or the following
Bachelor’s degree in Education, Human Resources, Organizational Development, or a related field
3+ years of experience in corporate training, facilitation, or instructional design is an asset
Experience of adult learning principles and classroom management strategies
Experience in virtual training settings
Experience with coaching and development for performance management
Excellent communication, presentation, and interpersonal skills.
Ability to manage multiple aspects of project management and adapt to changing priorities.
Superior prioritization and time management skill
Bilingualism in English and French is an asset

What's in it for you?

You will be part of a diverse, inclusive, and purpose driven community of client- obsessed innovators who move fast, push boundaries, and celebrate big together.
We are creating something game changing and you get to make your mark on it.
You will have access to thousands of online and in person learning experiences at your fingertips to elevate your career and accelerate your development.
From competitive benefits to programs that support your wellbeing and financial goals- we invest in you today and in your future.*
Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

Location(s): Canada : New Brunswick : Moncton

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.

Apply About employer

More about this job

Responsibilities

Facilitate new-hire, promotional, refresher, return-to-work, and change-related training in virtual and in-person settings, and support learners and designated trainers through classroom and on-the-job nesting activities. Maintain and update learning materials in collaboration with instructional designers and business stakeholders, while identifying training needs through learner feedback, call taking, and operational observations.

Requirements

The posting seeks either three or more years of Tangerine contact center experience or a bachelor’s degree in education, human resources, organizational development, or a related field; three or more years of corporate training, facilitation, or instructional design experience is an asset. Candidates should have experience with adult learning, classroom management, virtual training, and coaching, along with strong communication, project management, prioritization, and time-management skills; English-French bilingualism is an asset.

Skills

Facilitation
Corporate Training
Adult Learning Principles
Classroom Management
Virtual Training
Coaching and Performance Development
Instructional Design
Curriculum Management
Project Management
Communication and Presentation
Stakeholder Collaboration
Customer Service
Contact Center Operations
Time Management
Change Management
AI Fluency

Benefits

Pension
Benefits Programs
Online and In-Person Learning Experiences

Visa sponsorship

Not detected in the job text

Keywords

Contact Center
Facilitation
Corporate Training
Adult Learning
Classroom Management
Virtual Training
Instructional Design
Curriculum Development
Facilitator Guides
Designated Trainers
On-the-Job Training
Nesting
Coaching
Performance Management
Change Management
Quality Management
Customer Service
Banking
Client Trends
Policy and Procedures
Product Knowledge
Project Management
AI Fluency
Learner Feedback
Version Control
Change Logs

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