Member Experience Training Specialist, MSR & eLending

University of Illinois Community Credit Union; Champaign (IL); On-site; USD 48,000 - 64,000; Full time

Job summary

UICCU is seeking a Training Specialist to deliver hands-on training and mentoring for member-experience staff. You will model excellent service, reinforce procedures, and support branch management to ensure consistent policy adherence and knowledge across the team.

The role emphasizes accuracy, security, and a positive member experience as part of our Do More Good culture. A high school diploma and 3–5 years of related experience are required.

Qualifications

• Three to five years of related experience required.
• High school education or GED required.
• Strong interpersonal and communication skills essential.

Responsibilities

• Provide hands-on training and mentoring to front-line staff.
• Develop training plans and schedules for on‑the‑job training.
• Evaluate progress with routine assessments and feedback.
• Maintain training materials and department manuals for accuracy.
• Resolve member issues while upholding policies and service standards.

Skills

Training

Mentoring

Customer service

Education

High school diploma

Job description

Looking for more than just a job?At UICCU, you'll be part of a team that values people, supports growth, and makes a meaningful impact in the communities we serve. If you're excited about this opportunity and believe you can contribute to our team, we encourage you to apply.We'd love to learn more about you and what you can bring to UICCU.The Member Experience Training Specialist is responsible for delivering hands-on training and mentoring to member-experience team members. This role supports skill development by providing real-time instruction, modeling excellent member service, and reinforcing operational procedures. The trainer partners closely with branch management to ensure consistency in service standards, compliance, and product knowledge, helping employees build confidence and deliver an exceptional member experience. The training specialist ensures accuracy, security, and compliance in all interactions, contributing to a positive member experience and the overall success of the credit union. This position will assist in fulfilling the mission of the credit union and will create and maintain loyalty with both internal/external members and vendors. UICCU employees are responsible for supporting our Do More Good philosophy, promotion the core values of our organization, and fostering a positive and inclusive workplace culture.Essential Functions & Responsibilitites:Provide exceptional service to both internal and external members and demonstrate a strong commitment to the organization's Do More Good culture by fostering a positive work environment and promoting our core values in all interactions.Provide hands-on, real-time training and mentoring to front-line staff to ensure consistent, accurate, and high-quality member service while reinforcing compliance with credit union policies and procedures.Set a positive example and be a role model by building relationships, being dependable, demonstrating initiative, responsibility, integrity, and professionalism to ensure all tasks are done correctly. Be a leader by handling complex situations with confidence, knowledge and flexibility.Creates training plan/schedule to ensure thorough on-the-job training for employees.Maintain and evaluate training progress and materials through routine skill assessments, observation and feedback. Complete weekly reporting to identify training gaps.Provide necessary train the trainer activities.Participate in on-going interactions with the HR Development team regarding training effectiveness, mentee integrations into department and training manual/material accuracy.Evaluate and maintain up to date training materials and department manuals.Serves as resource in department in the absence of management staff at branch.Identify and implement process improvements and innovative solutions to enhance departmental efficiency, reduce costs, and support overall organizational goals.Own internal and external member problems, issues and complaints and ensure the appropriate follow up to achieve proper resolution.UICCU continues to be voted a Best Place to Work by our employees!Experience: Three years to five years of similar or related experience.Education: A high school education or GED.Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.This Job Description is not a complete statement of all duties and responsibilities comprising the position