Financial Solutions Training Specialist

The Financial Solutions Training Specialist (FSTS) plays a critical role in training and supporting partners and managers within the Member Help Center (MHC). This position is responsible for overseeing all internal training and development initiatives within the MHC Lending team and supporting the Service team as needed. The primary focus is on ensuring that all partners are well-versed in MHC and lending processes and procedures, with the goal of delivering exceptional member service through the contact center platform. In addition to facilitating training, the FS Training Specialist works to enhance partner learning and development with recurrent training needs, helping individuals maximize their productivity and professional effectiveness. This, in turn, contributes to improved member satisfaction and organizational success. Training is provided through a blended approach, incorporating instructor-led sessions (classroom and virtual), informal round tables, formal programs, team huddles and various eLearning resources. To ensure continuous growth and skill enhancement, the FS Training Specialist observes new and developing partners and provides ongoing feedback and support. The role also involves collaboration with the Learning and Development team, as well as subject matter experts, to identify emerging training needs and process changes. This ensures that training materials remain current and aligned with organizational objectives and evolving best practices.

1)      Delivery of Training/Facilitation ‐ Delivers engaging and effective training to develop both technical and soft skills among all partners, ensuring that each interaction results in an exceptional member experience.  Facilitates training for new Financial Coaches (Origination, Processing and Virtual Branch), providing structured curriculum, hands-on practice, and targeted coaching to build confidence and proficiency in lending processes, systems, and member engagement. Conducts regular huddles—both virtual and in person—to reinforce key initiatives, share best practices, support continuous learning, and drive alignment across the team. Actively observes partners during live interactions to assess skill application, identify development opportunities, and provide real-time feedback and coaching. Through targeted training and ongoing reinforcement, contributes directly to member satisfaction, member retention, and loan growth by equipping partners with the knowledge and skills necessary to accurately assess member needs, promote appropriate products, and foster positive, lasting relationships. Emphasizes adherence to standardized operating procedures and controls to mitigate risk and maintain consistency across all service touchpoints. Leverages deep expertise in credit union products, services, systems, and lending processes to influence positive NPS outcomes, support partner development, and strengthen overall operational excellence. (30%)

2)      Development of Training – Designs and develops comprehensive training programs that integrate best practices in instructional design to ensure learning effectiveness, engagement, and long-term skill retention. Creates and maintains training materials that support both new partner learning and ongoing development of existing partners through structured recurrent training cycles. Builds and updates huddle kits that provide leaders with ready to use resources, activities and talking points to reinforce key operational priorities, product knowledge, service behaviors and compliance requirements. Develops learning content that directing contributes to member satisfaction, retention and loan/ account growth by empowering partners to identify member needs by recommending appropriate products and services. Utilizes selected learning and development tools to create clear, structured training, and continuously refines the training environment to maintain consistency and relevance. Collaborates with stakeholders to ensure training materials align with strategic business goals meet evolving regulatory and operational requirements to reflect industry best practices. Maintains a strong focus on strengthening partner competency, enhancing member relationships, and driving sustainable business growth. (20%)

3)      Conducts Training Needs Analysis- Performs comprehensive training needs analysis to identify skill gaps, performance trends, and developmental needs. Evaluates parter performance during their first 60-90 days through observations, focused feedback and feedback from leaders to determine where additional support is required. Utilizes data from performance metrics, error trends, member feedback, and partner self-assessments to diagnose root causes of performance gaps and determine the most effective training interventions. Regularly reviews and updates training topics and materials based on emerging operational needs, procedural changes, compliance requirements, and partner feedback. Collaborates with subject matter experts to create targeted, relevant curriculum that supports continuous learning and ensures partners remain proficient in lending processes, member interactions, and operational accuracy. Maintains a proactive approach by monitoring trends and identifying future training needs before they impact member experience or operational performance. (20%)

4)      Stays current on operational, systems, compliance, and regulatory requirements to ensure accurate and effective partner training. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. Provides timely updates to training materials to reflect regulatory changes and optimize team performance. (10%)

5)      Manages MHC Lending new hire onboarding, Financial Coach stratification and continued learning, ensuring equitable access to training and development opportunities for all partners. Prepares and submits monthly learning reports to track progress, outcomes, and areas for improvement. Coordinates scheduling of training sessions and additional learning requirements to ensure comprehensive and effective development for the entire MHC Lending team. (10%)

6)      Delivers training using the most effective learning modalities, including instructor-led sessions, eLearning, and blended approaches, as needed. Tailors training methods to the specific needs and learning styles of partners and managers to maximize engagement and effectiveness. (5%)

7)      Performs other duties, special projects or providing back up support to MHC training programs, supporting broader organizational goals and initiatives as required. (5%)

The Financial Solutions Training Specialist must possess a high degree of technical knowledge in the areas of Lending, Member Service, training & development, products & service and problem-solving skills.

1)      Two years of Financial Coach experience.

2)      Bachelor’s degree in related field is preferred.

3)      Training facilitation experience is preferred.

4)      Passion for partner and peer development is required. Technical aptitude for utilizing Microsoft Teams and PowerPoint to support training delivery.

5)      Excellent communication skills (written and verbal).

6)      Excellent organizational skills and effective time management.

7)      Strong attention to detail.

8)      Ability to be a self‐starter and manage multiple tasks and projects in a collaborative team

9)      environment.

10)   Ability to learn new skills quickly.

11)   NMLS is required.