Job Description

The Training Specialist III is responsible for designing, delivering, and continuously improving training programs that support member experience, including mortgage lending teams across the credit union. This role ensures employees have the knowledge, skills, and regulatory understanding necessary to deliver compliant, high-quality lending services and exceptional member experience. The ideal candidate combines expertise in member experience and mortgage lending operations with strong facilitation skills.

Essential Functions & Responsibilities

• Develops, designs, and maintains comprehensive training programs for member experience and mortgage lending functions, including origination, processing, underwriting, closing, and servicing. Ensures all training content aligns with current lending regulations, credit union policies, and industry best practices.
• Facilitates instructor-led training (virtual and in-person) for new hires and existing staff.
• Conducts onboarding and upskilling programs for mortgage loan officers, processors, underwriters, and branch lending staff.
• Delivers ongoing training for new products, systems, and process updates.
• Tracks training effectiveness using metrics such as learner feedback, assessment scores, and performance outcomes.
• Collaborates with leadership to identify skill gaps and training opportunities.
• Performs other job-related duties as assigned.

Work Experience

• One or more years of experience in mortgage and/or consumer lending within a credit union or financial institution is required.
• Three or more years of experience in training, facilitation, or instructional design is preferred.
• Strong understanding of the mortgage lending lifecycle (origination through servicing) is required.
• Knowledge of adult learning principles and learning techniques is preferred.
• Familiarity with loan origination systems (e.g. L360, Encompass suite) is preferred.

Education, Licenses, and Certifications

• Bachelors degree in business, training, human resources, or in a related field is preferred, OR an equivalent combination of education, training, experience, or military experience is required.

Other Skills Required

• Ability to translate complex lending topics into clear, engaging training.
• Strong communication, collaboration, and interpersonal skills.
• Analytical mindset with ability to measure training effectiveness.
• Highly organized with strong project management skills.
• Ability to adapt or change quickly.
• Excellent facilitation and presentation skills.
• Flexibility to support training across multiple locations, schedules, and teams.