Workforce Training Lead (Member Engagement Contact Center and Digital Support)

Job Description

Job Description

Company Description

Ent Credit Union and Wings Credit Union joined forces in January 2026. This merger means more opportunities, expanded resources, and a shared commitment to delivering exceptional member service. Together, we become more - empowering members, communities, and teams through a bold, unified future. Both organizations bring a strong legacy of member satisfaction, operational excellence, financial stability, and community impact. Recognized locally and nationally as best-in-class financial institutions and employers of choice, each is known for its commitment to financial well-being and philanthropic leadership. Join us during this transformative time and be part of shaping the future of banking! To learn more about the merger, click here.

Job Description

This Lead Trainer role supports the accurate, consistent, and professional delivery of technical and specialty core curricula The role provides mentoring, development, and support to designated team members. In partnership with the manager, this position assists with the assessment, design, delivery, and evaluation of all core and specialty curricula, ensuring alignment with the strategic goals, business objectives, and vision of Wings The position is responsible for assessing the learning needs of team members and training participants, ensuring that classroom, virtual, side-by-side, and blended learning experiences support organizational priorities and reinforce the culture and employer-of-choice status. This role serves as an internal resource and collaborates closely with internal customers and departments at all levels to develop, maintain, and enhance a consistent and high-quality learning environment. Additionally, the position maintains ongoing communication with business lines regarding daily operations and training initiatives, while demonstrating expertise-level knowledge of member engagement processes, specialty curricula, and the effective navigation of multiple systems used to support training delivery, operational readiness, and participant success.

Essential Functions

• Training: Facilitate and support member engagement training programs. Build cross-departmental relationships and partner with designated subject matter experts to address identified training needs. Contribute to special projects that update department standards, including research on regulatory requirements, investor guidelines, emerging industry standards, and technology. Partner with leadership to implement service delivery practices that support employees, members, and the credit union. Serve as a liaison with assigned credit union contacts to ensure training materials remain accurate and consistent
• Support the design, development, implementation, and evaluation of training programs and curricula across multiple modalities, including in-person, virtual, and asynchronous learning. Travel as needed to support operations and organizational initiatives
• Facilitate in-house Wings University programs using instructional materials, job aids, and software tools to build job skills, reinforce leadership expectations, and create a safe, engaging learning environment grounded in adult learning principles. Maintain onboarding resources and team documentation while partnering with leadership to share performance observations, support coaching and follow-up, assist with new hire onboarding and selection, and promote consistent training delivery, classroom engagement, and operational communication.
• Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position:

• Required  Bachelor's Degree in education, organizational development, human resources, business, communications, or a related field. 
• Required 5+ years' experience in formal training and development teaching experience in financial services, retail banking, frontline service, sales training, coaching, employee development, or a related field preferred 
• Required 3+ years' experience in a financial institution. 
• Preferred 1+ years' management or leadership experience. 
• Preferred 1+ years of course design and development experience, including curriculum creation 

Technical or Specialized Knowledge/Skills:

• Advanced knowledge of adult learning, facilitation, instructional design, and development.
• High comfort level with public speaking.
• Excellent communication and interpersonal skills.
• Excellent verbal and written communication skills.
• Expertise in technical writing to include training manuals, memoranda, and proposals.
• Knowledge, application, and professional experience in adult learning theory, methodology, instructional design and training systems, practices, and techniques.
• Experience in professional presentations, including teaching adults or teaching at the college level.
• Ability to develop professional presentations.
• Excellent organizational skills with the ability to manage multiple and diverse projects.
• Demonstrated problem-solving ability and consistent, logical, and effective decision-making skills.
• Basic ability in technical writing to include training manuals, memoranda, and proposals.
• Proficient in MS Word/ Excel/ PowerPoint/Outlook or similar office suite-type software.

Certifications Required:

• Required  Valid Driver's License with an acceptable driving record. required
• Preferred  Instructional Design, Curriculum Development, or other similar certifications preferred

 

Additional Information

PAY RANGE: 77,896.00 to 90,875.20 Annually (S15). This position is also eligible for a 10% annual target bonus.

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave
  We anticipate this position to close on 10/12/2026. Please submit your application at your earliest convenience to be considered.
  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.