First Financial Federal Credit Union Job Description
Job Title: Member Experience Trainer I, II, III
Department: Member Experience - Administration Support
Reports To: Member Experience Administration Supervisor
Salary Grade(s): 9, 10, 11
EEO-1 Job Class: 2 - Professionals
FLSA Status: Non-exempt
Full-time
Part-time
Temporary
Location: Admin Center
Telework Work Possible (if checked)
Important: See Telework Policy for Additional Criteria
Function:
Supports the Member Experience Administration Supervisor in the professional growth and development of Member Experience (MX) teams to include Member Support, Branches, Administration Support, Payments, and Member Services Contact Center. Creates, implements, and conducts engaging, formal training for employees to enhance their skills, while providing exceptional service delivery to our members. Supports the Credit Union's Core 4 Values and assists in the achievement of our Strategic Plan Goals.
Position Requirements:
GENERAL:
Onsite role with remote flexibility; occasional travel required for training delivery. Professional, positive, and approachable, with the ability to build rapport and maintain confidentiality. Strong interpersonal, listening, and communication skills; detail- and service-oriented. Effective working independently and as part of a collaborative team. Proficient in navigating credit union systems essential to daily operations across all MX functional areas. Applies core principles of adult learning (andragogy) in training design and facilitation. Advancement through Trainer levels is based on demonstrated performance and manager recommendation; each level builds upon the competencies of the previous. Spanish proficiency is a plus.
EXPERIENCE:
One (1) to three (3) years of industry experience preferred; background in training or education highly desirable. Experience with Jack Henry, related products is a plus. Preferred experience with content management, creation, organization of training curriculum. Demonstrated work-related experience may be considered instead of education requirements.
EDUCATION:
High school degree or GED equivalent; Preferred: Bachelor's degree in education or related field. Ability to obtain and maintain job-related certifications. Meet or exceed continuing professional education (CPE) requirements.
Duties:
Member Experience
Provide a personalized and seamless experience to trainees and peers in alignment with the Member Experience (MX) mission. Exhibit dependability, accountability, and professionalism in support of department goals and initiatives. Apply training knowledge and available resources to communicate the features and benefits of products and services effectively. Uphold regulatory and organizational policies throughout all training activities. Communicate clearly and professionally across platforms on behalf of the Training Team while maintaining strict confidentiality. Serve as a positive role model, promoting the Credit Union's mission, vision, and philosophy throughout MX training.
Trainer I
Deliver structured and engaging training sessions using role-play, coaching, hands-on practice, and discussion-based learning. Monitor trainee comprehension, administer assessments, and adapt instruction to meet individual learning styles and needs. Lead onboarding sessions for new hires across all MX teams to ensure a consistent and cohesive experience. Collaborate with MX staff and departmental leaders to maintain accurate, consistent training content and share best practices. Contribute to the upkeep of knowledge management tools and demonstrate initiative in expanding training expertise.
Trainer II
Identify and address training and process gaps by assessing curriculum and frontline procedures. Demonstrate advanced skills in classroom management and instructional delivery. Maintain training records, track effectiveness, and communicate updates through knowledge systems. Facilitate specialized training tailored to functional areas and support cross-functional initiatives, including meetings, testing, and rollouts.
Trainer III
Lead the Train-the-Trainer Program and provide support to developing trainers. Oversee knowledge resources, ensuring timely updates and SLA compliance. Develop and deliver leadership training to prepare MX employees for advancement. Continuously evaluate training environments and explore innovative tools and strategies to enhance program quality.
Performs other related duties of similar scope and complexity.
Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.
Equal Opportunity Employment
First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.
Date Created: September 2025
Compensation details: 24-32 Hourly Wage
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