Corporate Trainer

**Summary**:
The Corporate Trainer - Servicing is responsible for delivering training programs to support the mortgage servicing call center operations and ancillary servicing roles within the company. This role will facilitate instructor-led and online training courses, evaluate training effectiveness, and collaborate with stakeholders to ensure training aligns with business priorities and drives an exceptional customer experience.

**Essential Job Duties and Responsibilities**:

- Facilitate new hire and continuous education training for call center servicing representatives and ancillary servicing roles.
- Deliver instructor-led training (ILT) using various learning methodologies, media, and materials.
- Facilitate online training courses and provide learner support.
- Evaluate training effectiveness and report outcomes to stakeholders.
- Demonstrate effective instructional techniques and classroom management skills.
- Build and maintain effective working relationships with people leaders and team members across the organization.
- Participate in internal meetings to plan and execute servicing training initiatives.
- Coach, mentor, and provide effective feedback to trainees on their performance.
- Collaborate with a geographically dispersed training team.
- Maintain up-to-date knowledge of call center servicing processes and procedures.
- Flexibility to take on additional training responsibilities as business needs evolve.
- Maintain regular and punctual attendance.
- Accurately maintain and update employee time records, including making any necessary punch corrections or adjustments.
- Provide support, guidance, and real-time assistance to learners during live customer calls to ensure proper call handling procedures.
- Comply with all company policies and procedures.
- Maintain regular and punctual attendance.

**Other Job Duties and Responsibilities**:
Performs other related duties as assigned.

**Supervisory Responsibilities**:
This position is an individual contributor.

**Qualifications**:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Knowledge of residential mortgage servicing and call center operations
- Understanding of adult learning theory and instructional techniques
- Excellent presentation, facilitation, and classroom management skills
- Proficiency in delivering training using various methods (ILT, eLearning, job aids, etc.)
- Persuasive communication, interpersonal, and collaboration abilities
- Ability to work effectively in a team environment and with stakeholders at all levels
- Proficient in Microsoft Outlook, Teams, Excel, Zoom, and PowerPoint
- Proficiency in learning management systems (LMS)
- Project management experience
- Willingness to travel up to 5% to support training needs at multiple sites

**Education and/or Experience**:

- Bachelor’s Degree from a Four (4) year College or University and three (3) years of training experience or equivalent combination of education and experience.
- Minimum 1 year of experience in mortgage servicing, corporate training, or instructional delivery

**Certificates, Licenses, Registrations**:

- Certification in Training and Development (CPTD) or related field preferred

**Work Complexity**:
Problems and issues faced are general, and may require understanding of broader set of issues but typically are not complex. May require familiarity with the financial/mortgage (or job-specific) industry. Problems require understanding of other job areas. Problems are typically solved through drawing from prior experiences, with analysis of the issue.

**Work Environment**:
**Physical Demands**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

**Equal Employment Opportunity**:
The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

**Americans with Disabilities Act**:
Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodatio