Consumer Loans Academy

Instructional Designer & Learning Strategist | Rise 360, Storyline 360, Canva, Camtasia

Overview

As part of a department-wide initiative to enhance training for Member Servce Representatives, I was the lead Instructional Designer for the Consumer Loans Titles track within the Contact Center Academy, responsible for designing and delivering all modules in this standalone skill area.

My role extended beyond design, I collaborated with internal leaders to align content strategy, coordinated feedback cycles across teams, and ensured the learning experience reinforced not just procedural accuracy, but emotional intelligence and member trust.

My Role

As both an instructional designer and a collaborative project lead, I was responsible for:

  • Designing learner-focused modules that reflect real call-center scenarios

  • Partnering with internal stakeholders to align training with policy, tone, and system use

  • Ensuring consistency across modules to support long-term scalability

  • Advocating for soft skills and tone coaching even in technical content

  • Managing revisions and module deployment timelines across the L&D team

This project allowed me to step into a more strategic leadership role, coordinating efforts between SMEs, supervisors, and the design team to keep the program learner-centered and business-aligned.

Example of learning pathways in the academy.

Interactive learning from academy modules.

Instructional Strategy

I designed each module to support both knowledge retention and frontline confidence. This meant embedding tone guidance, decision-making practice, and practical tool use into the learning flow, not as add-ons, but as strategic learning moments.

To maintain engagement and cohesion across the academy, I created templates, visual standards, and interaction patterns that could scale across future modules.

Design pillars behind the academy experience.

Results & Takeaways

The Consumer Loans Titles Academy has become a core part of MSR advancement. Learner feedback highlighted increased clarity and confidence, especially in complex areas like state procedures and title processing. Supervisors reported fewer repetitive questions and greater alignment in coaching language between training and the floor.

For me, this project marked a shift from instructional execution to program-level leadership. I wasn’t just building modules, I was building a learning system.

“This was engaging and enjoyable. I can see many of us enrolling in more training if all lessons were like this!”

- Anonymous Learner Feedback