Summary
Overview
Work History
Education
Skills
Timeline
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Benjamin Hoekstra

Summary

"Test, Learn, and Adapt" is my motto. Adept at identifying optimal curricula, developing content with the Agile method, and aligning instruction with current learning goals. Good planner, problem-solver and charismatic leader with strong attention to detail and sound judgment focused on continuous improvement. Focused on the success of the learner through careful attention to user stories, maintaining learner success as priority one. Ability to connect with each type of learner and tailor content delivery to reach all.

Overview

8
8
years of professional experience

Work History

Learning Facilitator

Fifth Third Bank
04.2021 - Current
  • Facilitates training via classroom and/or through the use of distance learning technology to meet the performance objectives; creates an environment that stimulates learning and skill development.
  • Master training content for new hire to intermediate level employees; is resourceful in consulting subject matter experts and other resources (e.g., websites, manuals, literature) to add to his/her content knowledge.
  • Uses the facilitator's guide, notes, and other training material as a guide rather than a script; may adjust program outline and schedule as necessary.
  • Proactively prepares for assigned classes, utilizing Master Learning Facilitator and other resources as needed. Establishes credibility with the audience by knowing the content area, providing relevant examples, and linking material to the audience's job experiences and challenges.
  • Tailors the delivery of material to meet differing needs, interests, and experience levels among participants; can adjust training accordingly.
  • Actively seeks evidence of audience engagement and comprehension and provides coaching in the moment as necessary.
  • Uses a variety of closed, open, high gain & second level questions to engage participants.
  • Skillfully connects between learning objectives and line of business goals in the classroom.
  • Presents information in a clear, logical and organized way; knows which points to emphasize to increase learning and incorporates the principles and practices of adult learning.
  • Actively involves all participants, whether virtual or in person; encourages an open exchange of ideas.
  • Maintains control over the learning environment by managing challenging participants, minimizing distractions, utilizing the handling objections model and monitoring the pace of the class.
  • Uses participants as resources; elicits experiences and examples from participants and builds on their knowledge.
  • Participates in special projects for Lines of Business and Bancorp initiatives.

Bancorp Resolution Specialist

Fifth Third Bank
03.2020 - 04.2021
  • Acts as a customer advocate to Resolve complex issues that require multi-product and Regulatory knowledge of general banking as well as customer solutions specific processes.
  • Utilizes customer service and customer solutions knowledge skill sets that cover the spectrum of the LOB.
  • Facilitates account resolution with internal and external stakeholders by utilizing all bank systems to facilitate comprehensive reviews.
  • Documents the problem resolution process for each account assigned to their workflow.
  • Identifies trends negatively impacting customer experience and Reports them to the proper channels for analysis.
  • Assess and process Cease & Desist requests from clients and determine appropriate handling.
  • Assess and process Attorney Representation/Power of Attorney notification to ensure compliance with FDCPA guidelines and state law.
  • Ensures completion of all projects and/or additional assignments assigned to them.

Financial Center Manager

Fifth Third Bank
04.2016 - 03.2020
  • Complete FCMA roadmap as intended and all onboarding activities from day one to program completion, including the successful completion of a Consultative Selling Skills Certification
  • Become proficient at deepening Consumer and Small Business customer relationships by providing a memorable customer experience
  • Gain knowledge, demonstrate and maintain a working knowledge of Fifth Third's products, services processes, and internal resources to stay informed, guide and lead the team
  • Become skilled at the consultative sales process to proactively identify the financial needs of current or prospective customers and recommend the appropriate solutions to meet those needs
  • Understand how to develop an integrated book of business strategy in which all customers, through all channels, have a Financial Needs Assessment (FNA) and are assigned to the best banker for proactive ongoing support
  • Learn how to source, develop, coach and lead a team that reinforces our Core Values and business strategies
  • Learn to cultivate a One Bank culture that proactively collaborates with business partners
  • Participate in activities that benefit the communities we serve
  • Follow the Bancorp Code of Business Conduct and Ethics and other related policies and procedures, modeling the ethical behavior expected from every employee

Education

High School Diploma -

Jenison High School
Jenison
06.2004

Skills

Agile Content Development Method

Mentimeter

Rise (Articulate)

Credspark

Effective Facilitation

Sprint Content Creation

Powerpoint Proficiency

In-person Delivery

Timeline

Learning Facilitator

Fifth Third Bank
04.2021 - Current

Bancorp Resolution Specialist

Fifth Third Bank
03.2020 - 04.2021

Financial Center Manager

Fifth Third Bank
04.2016 - 03.2020

High School Diploma -

Jenison High School

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Benjamin Hoekstra