OVERVIEWWe’re seeking a talented and experienced Product Training Specialist to join our growing teamThe Product Training Specialist is responsible for delivering high-quality client and internal training that combines deep MAP product expertise, strong understanding of credit union core processing environments, and clear, engaging storytelling. This role ensures credit unions can confidently adopt and optimize MAP products including MAP Defense, MAP Data, card processing tools, and supporting DPS platforms by creating and facilitating training experiences that are accurate, relevant, and easy to follow.This position serves as a cross-functional partner to Client Services, Fraud Services, Implementations, and Product, ensuring training supports operational excellence and client satisfaction.ROLE AND RESPONSIBILITIESProduct & Systems ExpertiseMaintain expert-level knowledge of MAP’s product suite, including MAP Defense, MAP Data, card programs, Visa DPS systems, and related tools.Understand how MAP products integrate with Credit Union Core Systems (Symitar, Fiserv, Keystone, etc.) and translate that into practical training guidance.Conduct documentation research across Visa, Visa DPS, and MAP systems as needed.Training Delivery & FacilitationDeliver training to established clients on core processing topics, MAP Defense, and MAP Data capabilities.Conduct new client onboarding sessions, including scoping, pre-training, and follow-up training.Facilitate MAP employee new-hire onboarding as needed, focusing on product, systems, and operational workflows.Present training content using strong storytelling techniques that clarify concepts and connect systems, use cases, and workflows.Curriculum & Content DevelopmentDevelop and update training programs, curricula, tutorials, job aids, and Membership.io hub content.Customize training materials to match client processing environments and core-system nuances.Create training decks, exercises, and practical scenarios that reinforce product value.Cross-Functional CollaborationCollaborate with internal teams—including Client Services, Implementations, Fraud Services, and Product—to understand training needs and surface system issues.Track and report client setup issues uncovered during training.Support product testing activities and document testing results.Client Experience & SatisfactionEnsure high client satisfaction with MAP training delivery and post-training support.Serve as a knowledgeable resource for client questions and troubleshooting during training-related discussions.Departmental ContributionMaintain MAP & core-client training hubs; ensure Membership.io content is accurate and updated.Support the development and continuous improvement of the Learning Management System (LMS).Engage in training department product/process improvement initiatives.KEY PERFORMANCE AREAS:Deliver engaging, high-quality product and systems training that enables clients and internal teams to confidently use MAP solutionsMaintain deep expertise in MAP products, card processing environments, and credit union core systems to ensure training accuracy and credibilityLead client onboarding and ongoing training that accelerates adoption, surfaces issues early, and drives long-term successDevelop, update, and scale training content (curricula, job aids, etc.) tailored to client environments and learning needsPartner cross-functionally with Client Services, Implementations, Fraud, and Product to align training with operational realities and improve client experienceQUALIFICATIONS AND EDUCATION REQUIREMENTS:3–5+ years in financial services, card payments, fraud operations, or credit union operationsStrong working knowledge of Credit Union Core SystemsExperience training end users, clients, or internal teamsExcellent storytelling, facilitation, and communication skillsAbility to simplify complex technical or operational conceptsFamiliarity with Visa DPS systems (VDM, VROL, RSM, MRT, etc.)Bonus: Familiarity with credit/debit card payment processing or emerging payment technologies.PREFERRED SKILLSExperience within a CUSO or payments providerBackground in instructional design, adult learning, or LMS managementPrior exposure to Visa Debit Processing, or other payment processorsExperience tailoring training to different learning styles or CU operational sizeAbility to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.Excellent written and interpersonal communication skills.High attention to detail, organization, and follow-through.Flexibility with working hours when needed and the ability to collaborate effectively across teams.
9 days ago