Assistant Director Customer Education

Who we are:
Our mission at FHLBank Chicago: To partner with our members in Illinois and Wisconsin to provide them competitively priced funding, a reasonable return on their investment, and support for their community investment activities.

Simply said, we're a bank for banks and other financial institutions, focused on being a strategic partner for our members and working together to reinvest in our communities, from urban centers to rural areas. Created by Congress in 1932, FHLBank Chicago is one of 11 Federal Home Loan Banks, government sponsored in support of mortgage lending and community investment.

What it’s like to work here:
At FHLBank Chicago, we bring people together. We are committed to a high performing, engaged workforce, and to supporting the communities we serve across Illinois and Wisconsin. Our Buddy Program pairs new hires with tenured employees to guide their onboarding. Our professional development and training opportunities through upskilling, mentorship programs, and tuition reimbursement allow employees to grow their career with us. Our collaborative, in-office operating model brings teams together to foster innovation, connection, and shared success. To support balance and flexibility, employees are provided an allocation of remote days to use as needed throughout the year.

What you’ll do:
As the Assistant Director, Customer Education, you will work with the Customer Experience and Strategy team to develop, manage, and deliver educational offerings on a variety of Bank topics to increase the knowledge and ultimate engagement of our customers. Additionally, you will provide thought leadership to guide external education priorities and support the evolution of the Bank’s education strategy.

How you’ll make an impact:

• Strategic Execution: Manage and implement CX strategies that align with FHLBank Chicago’s objectives, delivering measurable improvements in member satisfaction and engagement.

• Cross-Functional Collaboration: Partner with teams across the Bank to integrate customer insights and ensure a unified approach to service delivery.

• Continuous Improvement: Identify gaps in the customer journey, develop solutions, and track progress using VoC data and other performance metrics.

What you can expect:

• Develop, manage, and deliver high-quality educational offerings on Bank products, associated guidelines, internal systems, and processes.

• Conduct engaging sessions in various formats (i.e., in-person, virtual, etc.)

• Collaborate with internal and external partners to structure and deliver an engaging national webinar series that aligns with both strategic initiatives and member needs.

• Expand learning opportunities by creating new content and ensure that existing educational materials are kept current.

• Determine appropriate training delivery methods for bank initiatives, assist with the design and delivery of training.

• Maintain and expand industry and product knowledge to remain relevant and beneficial to member needs.

• Cultivate opportunities for professional development including facilitation and design skills, industry knowledge, and other educational resources.  

• Evaluate effectiveness through feedback and assessments, tracking completion, and analyzing data to make improvements.

• Analyze learner needs, identify appropriate teaching strategies, and evaluate the overall effectiveness of the learning experience.

What you’ll bring:

• Bachelor’s degree in an Education, Communications, or a related business field (e.g., Business Administration, Marketing, etc.)

• 10+ years of corporate/ financial training experience

• 3+ years of experience providing thought leadership, guiding organizational priorities, or leading enterprise-level programs

• Background in banking and/ or residential mortgage lending include knowledge of conforming and non-conforming underwriting guidelines (FNMA, FHLMC, FHA, VA, USDA), residential mortgage servicing, and compliance.

• A high degree of professionalism with outstanding communication (written, verbal, and listening) skills.

• Experience and understanding of adult learning and instructional design principles

• Strong interpersonal, analytical, organizational, and technical skills

• Experience with presentation software, e-learning platforms, and learning management systems.

• Ability to prioritize work, meet deadlines, and concentrate on details in a fast-paced work environment

The perks:

At FHLBank Chicago, we reward excellence and dedication. Along with competitive compensation and benefits, we provide a flexible hybrid work model and an inspiring downtown office space. You’ll enjoy five weeks of PTO, 11 paid holidays, and a host of wellbeing programs designed to support your success at work and in life.

Ready to lead the charge in enhancing the member and customer experience?
 

Join us as the Assistant Director, Customer Education and help shape the future of our organization and the communities we serve. Apply today!

Salary Range:

The above represents the expected salary range for this job requisition.  Ultimately, in determining your pay, we may also consider your experience, and other job-related factors. In addition to the base salary, we offer a comprehensive benefits package which can be found here: https://hrportal.ehr.com/fhlbc