EXPERIENCE AND EDUCATION

• Minimum of 5 years’ experience in mortgage or consumer/indirect lending, with hands-on knowledge of origination, underwriting, and closing required.
• Proven experience in sales coaching, adult learning, or training facilitation—preferably in a credit union or financial services setting.
• Bachelor’s degree in business, finance, education, or a related field, or equivalent combination of education, training, and directly relevant experience in lending and adult learning.

KNOWLEDGE

• In-depth understanding of either mortgage lending or consumer/indirect lending practices, workflows, and regulatory requirements.
• Well-developed expertise in adult learning methodologies and coaching techniques.
• Strong knowledge of applicable lending regulations:
• For Mortgage: TRID, RESPA, ECOA, investor guidelines (FNMA), and mortgage loan products.
• For Consumer/Indirect: ECOA, TILA, FCRA, internal policies, indirect dealer compliance, and loan products such as auto, personal, credit cards, and lines of credit.
• Proficient in using lending technology platforms:
• Mortgage: Encompass, Blend, MortgageBot, Mortgage Servicer
• Consumer/Indirect: Blend, MeridianLink, CUDL, Keystone
• Proficiency in Microsoft Office and learning management systems; adaptability with new platforms and technologies.

SKILLS/ABILITIES

• Able to motivate, coach, and develop others to improve performance and support continuous learning.
• Strong written, verbal, and presentation skills; ability to communicate technical or regulatory content in a clear, engaging manner.
• Ability to assess training needs, develop effective content, and measure knowledge retention and application.
• Skilled in analyzing pipeline and performance data to inform targeted coaching and training strategies.
• Capable of fostering collaboration across business units and influencing behavior change.
• Strong organizational and project management skills.

Physical Requirements/Work Environment

• Primarily sedentary work with occasional standing, walking, and light lifting (up to 15 lbs).
• Frequent use of hands and fingers to operate a computer keyboard, mouse, telephone, and other standard office equipment.
• Ability to sit for extended periods while facilitating virtual training sessions, developing materials, or participating in meetings.
• Occasional travel to branch locations or external training sites may be required, depending on training needs and business priorities.
• Clear and professional verbal communication required for presentations, coaching sessions, and virtual facilitation.
• Visual acuity necessary for reading documents, developing training materials, and working at a computer screen for extended durations.

• Design, deliver, and continuously improve training programs for lending teams. Depending on the focus, this may include Mortgage (originators, processors, underwriters, closers, and servicing) or Consumer/Indirect Lending (originators, underwriters, indirect processors, closers, and servicing).
• Develop role-specific and cross-functional training paths tailored to experience levels and learning styles.
• Lead new hire onboarding and ensure full readiness across systems, policies, and service expectations.
• Ensure all job aids, policies, and procedures are accurate, updated, and accessible across all platforms and learning channels.
• Create comprehensive training materials—including job aids, presentations, guides, and e-learning modules.
• Develop assessments to measure knowledge retention, skill application, and regulatory understanding.
• Continuously evaluate learner comprehension and adapt training approaches to support individual and team development.
• Partner with compliance to ensure all regulatory and policy updates are reflected in training content.
• Provide 1:1 and group coaching to lending professionals. Depending on the focus, this may include Mortgage Loan Officers or Consumer Loan Officers, with a focus on prospecting, relationship-building, lead conversion, and cross-selling.
• Monitor pipeline activity, conversion ratios, and pull-through to identify coaching opportunities.
• Conduct “game film” reviews (loan reviews, pipeline walk-throughs) to reinforce skills and decision-making strategies.
• Equip teams with tools, scripting, and strategies to grow wallet share and deepen member relationships.
• Provide EMPOWER training (new and ongoing) to all team members where applicable.
• Act as a liaison between lending operations, retail branches, and digital teams to ensure alignment and smooth handoffs.
• Identify training gaps and performance trends through data, feedback, and quality control insights.
• Support new product rollouts, system upgrades (e.g., LOS/POS), and workflow enhancements through targeted training.
• Instill a member-first mindset throughout all training initiatives.
• Reinforce adherence to underwriting guidelines, Fair Lending practices, and servicing requirements.
• Maintain documentation, assessments, and tracking systems to support audit-readiness and regulatory compliance