Training Specialist III (Hybrid/Remote)

ORNL Federal Credit Union; Knoxville (TN); On-site; USD 60,000 - 90,000; Full time

Job summary

ORNL Federal Credit Union is seeking a Training Specialist III to design, deliver, and continuously improve training programs that strengthen member experience across mortgage lending teams. You will ensure staff have the knowledge, regulatory understanding, and practical skills to provide compliant, high-quality lending services.

This role emphasizes facilitation, onboarding, and upskilling for loan officers, processors, and underwriters, with the goal of measurable training impact across

Qualifications

• Designs, delivers and continuously improves training programs.
• Ensures content aligns with lending regulations and credit union policies.
• Onboards and upskills mortgage staff across origination to servicing.
• Measures training effectiveness with metrics and feedback.

Responsibilities

• Develops comprehensive training programs for member experience and mortgage lending.
• Facilitates instructor-led training (virtual and in-person) for staff.
• Conducts onboarding and upskilling for mortgage loan officers, processors, underwriters, and staff.
• Delivers ongoing training for new products, systems, and process updates.
• Tracks training effectiveness using metrics and performance outcomes.
• Collaborates with leadership to identify skill gaps and training opportunities.
• Performs other job-related duties as assigned.

Skills

Training delivery

Facilitation

Instructional design

Adult learning principles

Communication

Project management

Education

Bachelor's degree in business, training, HR, or related field

Tools

L360

Encompass

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.