OVERVIEW
We are seeking a highly effective and execution-focused Trainer to support MAP’s activation-driven training model and strengthen client and internal operational readiness. This role is responsible for delivering training that enables clients and internal teams to independently execute critical workflows in live operating environments—not simply understand system concepts. Training is expected to be hands-on, and scenario based.
The Trainer supports client, post-go-live reinforcement, continuing education, and issue-driven training by translating complex systems, card-processing workflows, Visa DPS functionality, and operational procedures into clear, executable learning experiences. The role partners closely with Client Services, Implementations, Fraud Services, and Product teams to ensure training reflects operational realities, client feedback, support trends, and measurable client outcomes.
ROLE AND RESPONSIBILITIES
Training Delivery & Facilitation
- Deliver live client and internal training sessions for, continuing education, operational reinforcement, and targeted issue resolution.
- Use real-world scenarios, guided practice, and workflow-based exercises to build independent learner execution.
- Provide real-time coaching and reinforcement during training to confirm learner understanding and training effectiveness.
- Facilitate MAP employee new-hire as needed, with focus on products, systems, client support workflows, and operational execution.
- Present training content using clear storytelling techniques that connect systems, client use cases, operational impacts, and expected outcomes.
Client & Operational Readiness
- Lead training for new credit union clients across card processing, fraud tools, reporting, disputes, and operational workflows.
- Customize training delivery based on client configuration, operational model, baseline system knowledge, and go-live requirements.
- Prepare agendas, exercises, validation checkpoints, and scenarios aligned to real client use cases.
- Prepare clients to independently execute critical workflows including disputes, VROL, fraud monitoring, reporting, card servicing, and other MAP-supported Visa DPS functions.
- Support go-live preparedness, early-life stabilization, and long-term adoption by reinforcing key operational processes and best practices.
Training Effectiveness, Adoption & Continuous Improvement
- Evaluate learner preparedness and identify opportunities for additional coaching, reinforcement, documentation, or follow-up training.
- Analyze client feedback, support ticket trends, escalations, and post-go-live performance indicators to identify training gaps and continuous improvement opportunities.2
- Promote high levels of client satisfaction, confidence, and self-sufficiency by delivering training that is accurate, actionable, relevant, and aligned with real-world operational requirements.
- Contribute to the continuous evolution of MAP methodology by incorporating lessons learned, best practices, and client feedback into future training programs.
Cross-Functional & Operational Alignment
- Collaborate with Client Services, Implementations, Fraud Services, Product, and Training teams to ensure training reflects current operational requirements and client needs.
- Surface, document, and elevate operational gaps, recurring client questions, or workflow breakdowns identified during training.
- Participate in lessons learned and continuous improvement discussions to strengthen future training delivery.
- Ensure training requests, follow-ups, and reinforcement needs are tracked and aligned with operational workflows, support activity, and client readiness expectations.
- Actively contribute to Training and Operations EOS discussions through critical thinking, collaboration, and continuous improvement initiatives.
Content & Training Support
- Participate in the maintenance and updating of training materials, job aids, exercises, and session content to reflect current workflows, system functionality, and best practices.
- Provide feedback on curriculum effectiveness and identify content gaps based on learner performance, operational changes, and client support trends.
- Support development of scalable training assets, including LMS content, recorded sessions, quickreference guides, and workflow-based job aids.
- Ensure training content supports consistent delivery standards across client-facing and internal training programs.
Success Measures / Key Performance Areas:
- Deliver activation-driven training that results in measurable learner readiness and independent execution of core workflows.
- Maintain consistent training satisfaction scores and positive qualitative feedback from clients andinternal learners.
- Support timely client readiness at completion, go-live, and post-go-live stabilization.
- Reduce repeat questions, avoidable workflow errors, and post-training support dependency tied to trained topics.
- Maintain deep expertise in MAP products, card-processing environments, credit union operations, and supported Visa DPS workflows.
- Partner cross-functionally to improve training quality, relevance, consistency, and client outcomes.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- 2–4+ years of experience in training, client enablement, implementation support, or client-facing operational support roles.
- Experience delivering live training in operational or production environments, not limited to classroomstyle instruction.
- Experience in credit unions, financial services, payments, or card-processing operations required
- Strong facilitation, storytelling, coaching, and communication skills.
- Ability to translate complex systems, procedures, and workflows into clear, practical learning experiences.
- Ability to manage multiple training engagements, shifting priorities, and follow-up actions simultaneously.
