As AVP Learning Optimization Manager, Emily brings a member-first perspective to everything she does—because she’s been a member for nearly her entire life. Over her 13-year career at First Commonwealth, Emily has grown from teller to leader, building a deep understanding of how confident, well-trained employees create meaningful member experiences. Through technical training, leadership development, and innovative learning tools, she helps ensure teams across the credit union are equipped to serve members with knowledge and care.
In this conversation, Emily reflects on her career path, the moments that shaped her passion for training, and how education, confidence, and curiosity help create better experiences for both members and employees at First Commonwealth.
You’ve been with First Commonwealth for over 13 years. You started as a teller and you've worked your way up to the leadership role that you're in today. What originally drew you to our credit union, and how has your career path shaped the way that you lead?
Emily: Thank you, Justin. Great question.
Being here so long, it's crazy to think about that. What really drew me to First Commonwealth is the fact that my account was opened when I was a baby. My mom was part of the Employer Partner program, and she opened her account. In turn, I opened my account. I was a member, and that’s truly the root of it.
How it’s changed my path and my role here at First Commonwealth is that I’ve seen the membership side. That’s really what shaped it for me. I’ve been able to put members at the forefront of everything I do because I’ve experienced it myself.
In your role as a Learning Optimization Manager, describe a little bit about what you do and how that contributes to creating a great experience for our members here at First Commonwealth.
Emily: Although I’m not conversing daily with our membership, I still have a big impact because a large part of what I do is training our front office staff in technical training—how to do their jobs. I also train on professional development, leadership development, and a variety of other projects and areas.
What they’re seeing in the training is directly related back to the membership, and hopefully it’s a positive experience that trickles through based on their knowledge.
You play a key role in developing education and coaching for our Financial Center teams and back-office staff. What is the one area of training you’re most passionate about?
Emily: When creating trainings, the area I’m strongest in and most passionate about is my involvement with technology. I’m involved not only in creating the trainings, but I also take it a step further with follow-ups, videos, and utilizing our LMS (Learning Management Software) platform.
Beyond that, in 2026 we’ll be integrating AI even further, and I’m really excited to see how that develops and helps training extend beyond the classroom.
If you look back across your 13 years here, particularly your early member-facing roles, how did those experiences influence how you design training today?
Emily: Those early experiences truly shaped how I train and how I present myself in trainings.
One thing that comes to mind is how life-changing those front office experiences were—not just for me, but for our membership as well. I remember one woman who came in with a significant amount of credit card debt, which happens. We worked together for three or four weeks to consolidate that debt into a home equity loan.
At the end of those four weeks, I remember sitting there with this member, closing on the home equity loan. We had gotten to know each other well, and we were both in tears as she signed the paperwork. She had voiced to me that because of that loan and to my guidance and help through the process, she was able to put food on the table for her children that night.
Even today, that moment brings me to tears. I made a change in her life for the better, and that’s what’s most impactful. That’s my driving force today. I take that passion and put it into training so our MXAs and team members understand that what they’re doing matters and this is why.
Your work touches every new employee at First Commonwealth. How do you ensure onboarding sets them up to deliver the warm, people-first service our members expect?
Emily: We have procedures in place for onboarding, but on everyone’s first day, we introduce the member experience model and the employee experience model. That’s our driving force.
It focuses on connecting properly, discovering through questions, and following up. It’s a service model that touches every role in the company and guides us to be warm, welcoming, friendly, relatable, and focused on creating a great experience for both members and employees.
Looking back at your career, is there a moment where you saw firsthand how great training made a difference in a member’s life?
Emily: Looking back to the beginning of my journey, I had really great trainers. I was constantly training, coming back, and putting that knowledge into practice.
I also remember situations where members asked about products I wasn’t confident in. When that happened, I would shy away because I didn’t feel comfortable discussing it. Training changed that. It builds confidence, and that confidence allows team members to give clear, helpful answers when members need them.
Outside of work, what do you enjoy doing to recharge?
Emily: Outside of work, I spend a lot of time with friends and family. My husband and I have recently taken up paint-by-numbers and have fully entered our craft era, especially around Christmas.
I also love getting outside with our dogs and being active with them. I have two dogs, Rue and Remy, and they’re my favorite things to come home to every day.
When you look back on your 13-year journey, what advice would you give to a team member who wants to grow their career here?
Emily: I wouldn’t be where I am today without being thirsty for knowledge. Learn what you’re learning at the time, mastering it, and keep going. You have to have that thirst, or it’s not going to take you anywhere.
Be a good team member and a good partner. Support your team when needed. Learn to solve problems others don’t have answers to. When I was a member experience manager, I often had to figure out solutions no one else had identified. That curiosity and drive pushed me forward.
Be thirsty for knowledge. Be a sponge. Learn everything.