Job Description

Role & Responsibilities:

• Deliver in-person and virtual training on U.S. mortgage domains, with a focus on loan origination and underwriting processes
• Drive learner engagement and positive employee experience, reflected in training yield of the classes
• Support the training classes in pre-process, process, and on-the-job-training (OJT) phases to drive the achievement and improvement of the metrics such as first pass assessment (FPA) and on-the-job performance 30 days after training
• Create, design, develop and deliver strong remedial and refresher training plans for trainees' performance and metric improvement
• Provide feedback and coaching to the trainees and existing employees for their improvement in quality, performance, and training metrics
• Prepare timely and accurate training reports for training classes
• Wherever needed, design, develop and conduct assessments for right candidate selection, transition of trainees across the right training milestones and transition to go live
• Recommend improvements in training/learning design and curriculums based on the inputs such as training success evaluation, learner feedback, and quality scores
• Suggest training curriculum revision, adding/replacing parts of curriculum using digital learning components, leading speed to proficiency and/or to training time reduction
• Provide administrative support (communication to stakeholders, daily reports, etc.) for the successful execution of the training plans
• Keep abreast of new learning technologies, learn and apply them to improve learning practices

Key Performance Indicators:

• Facilitates learning solutions, preparing plans according to adult learning theory and providing a high-impact, interactive environment
• Classroom management, pre-class preparation, post class debrief; coach and deliver feedback to participants; escalate concerns to Training Manager, Human Resources, and employee's direct manager, as warranted
• Provide live demo on utilizing systems, tools, job aids and quick reference guides to perform day to day processing responsibilities followed by side by sides
• Ensure the smooth transition and ramp up of all new hires once they are released from the new hire training into production by ensuring OJT is designed, scheduled, and executed
• Testing and certification of all new hires at completion of training
• Should assume responsibility for ongoing development, researching training industry standards and best practices, and embracing new technologies

Educational/Professional Qualification:

• Bachelor's degree
• At least 2 years in facilitating in-person and virtual training classes
• At least 4 years in US mortgage processing operations and underwriting
• Experience of using online/digital/e-learning alongside classroom training

Required skills:

• Training delivery (virtual and in person)
• Excellent written and oral English communication skills
• Mentoring, providing feedback and coaching
• Must be proficient in use of Word, Excel, PowerPoint, and course authoring tools
• Train-The-Trainer Certification
• Excellent interpersonal skills
• Collaborative
• Consultative
• Socially confident
• Creative
• Analytical
• Communicative
• Achievement oriented

Competencies:

• Ability to resolve problems quickly and with sound judgment
• Ability to work independently, as well as follow direction/instruction, as warranted
• Demonstrated ability to maintain flexibility in a changing environment
• Ability to multi-task, prioritize, escalate issues, and remain organized
• Aptitude to maintain confidentiality as applicable (customer, client, employee information)

Skills Required