One of the nation's largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone

look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Training Specialist.

Essential Functions - About this Role

The Training Specialist supports the knowledge, skills and productivity of the organization's associates by delivering engaging classroom instruction, facilitation and administration in new hire and skill enhancement training sessions for contact center associates. The position also offers an opportunity to provide further education and performance development training, consulting and coaching to all servicing employees company-wide. He or she also conducts virtual and some in-person training sessions for external clients.

Training Specialists report to the Training Manager on the Corporate Education Team, and interface with peers in the Corporate e-learning and policy & procedure groups. They focus their efforts mainly at one site with occasional/infrequent travel to the other sites.

Specific Responsibilities
Conduct new hire and skill enhancement training programs that include product, systems, compliance and interactive skills for telephone service specialists, in the classroom and on-the-job; and provide coaching in both group and individual sessions.

Manage all site administrative duties; reporting, evaluation, scorecards and student progress tracking in an efficient and timely manner.

• Conduct virtual product training sessions for corporate clients such as financial institutions, banks and credit unions.

Assist with design and development of training materials. This could include storyboarding, proof reading, testing of processes, research, screen capture/recording, writing instructions, or other tasks.

Assist with continuous improvement of the Training function by recommending process improvements, curriculum enhancements or new procedures.

Build mutually beneficial relationships with internal partners including floor Supervisors, Managers, Team Leaders, Instructional Designers, and Project Managers.

Keep up to date with processes and procedures and alerting the Development team of needed changes to training materials and online manual(s).

Maintain a growing knowledge of the business, products and training programs. Take initiative to develop training skills via books, articles, courses and practice.

Key Performance Measures

Training Specialists are accountable for conducting successful classroom and virtual instruction that are learner centered and performance based. Besides behavioral and other expectations, key metrics include class performance and other relevant metrics, graduation rates and timeliness, and feedback from participants, peers and internal customers.

Supervisory Responsibilities

For new hire training, participants report directly to the Training Specialist who acts as their supervisor until they graduate initial training. For all classes, the Training Specialist has authority and responsibility for classroom behavior and decision making on module -curriculum timing, activities and administrative needs/requirements.


Formal Knowledge and Experience.

Bachelor's degree in a related field or equivalent education/work experience.

Experience facilitating learning with varied methods and environments (OJT, virtual, classroom, etc.).

Demonstrated strong skills in dealing with participants, partners, internal customers and team members in a collaborative – partnering manner.

Mortgage banking and/or financial service industry experience a plus.

Proficient in MS Outlook, Excel, PowerPoint, and Word. Ability and experience in navigating SharePoint sites and online workspace.

Demonstrated experience with learning new software, processes, regulations, and other content in order to deliver training to employees.

A minimum of 2-3 years delivering job related training programs that include products, systems and interaction skills in a service environment – preferred.

Knowledge of adult learning principles and familiarity with instructional design concepts and tools - preferred.