Customer Relationship Management Training Coordinator

1 week ago

Madison Wisconsin, United States Fairway Independent Mortgage Corporation Full time

Job Posting:


The Customer Relationship Management (CRM) Training Coordinator role focuses on delivering and facilitating educational sessions designed to improve the marketing and automation initiatives of the organization through the use of Total Expert.

The primary objective is to engage and retain both clients and business associates.

This position requires interaction with Fairway employees through both individual and group virtual training sessions, alongside maintaining consistent internal communication.


Position Details:
Full-time

Position Location:
Remote

Key Responsibilities:

Training & Customer Engagement:


Delivers outstanding customer support in various formats, including in-person, via phone, during live digital sessions, or through email, assisting employees with marketing inquiries.

Designs, organizes, promotes, and conducts regular live training sessions for both branch and corporate personnel. Additionally, collects and addresses feedback, modifying materials as necessary to ensure the effectiveness of the network.

Supports the onboarding process for new branches by providing training and reviewing accounts to ensure setups align with their specific requirements.


Offers continuous coaching and training internally and across the branch network utilizing diverse communication methods, including email, recorded video sessions, live demonstrations, and written resources.

Ensures the accuracy and relevance of training content, promptly addressing any concerns and escalating issues to management when needed.

Stays informed on technical advancements by participating in workshops and reviewing pertinent publications.

Compiles training materials and converts them into video format for broader accessibility.

Analyzes monthly training metrics, including attendance and participant feedback, to identify trends and areas for enhancement.

Employs data analysis techniques to improve training effectiveness, suggesting strategies to boost participant engagement and knowledge retention.

Collaborates with trainers and stakeholders to implement data-driven strategies aimed at enhancing live training attendance and performance.

Encourages CRM utilization by promoting Total Expert adoption through incentives, gamification, and internal communication initiatives.

Marketing Team Collaboration:
Facilitates cross-departmental and cross-team communication to contribute to the organization's overall success through a collaborative learning environment.


Assists in executing marketing campaigns by providing insights and recommendations for email campaigns, print marketing, presentations, and product launches.


Contributes to managing the Total Expert support queue by directing inquiries to the appropriate team or assigning tasks and projects to team members based on their expertise and workload, ensuring deadlines are met.

Promotes clear communication and motivation within the team, fostering a collaborative work environment and resolving obstacles.

Professional Development:
Identifies training opportunities and resources to help develop skills among team members to advance their careers.

Assists with account setups and administrative tasks within the system.

Provides technical and layout support to employees on Total Expert.

Supports marketing colleagues and management in both backup and assistance roles.

Qualifications:

3-5 years of relevant experience

2+ years of experience in Marketing Support

Experience with Total Expert preferred

Knowledge of the mortgage industry preferred

Strong understanding of marketing principles

Solid grasp of customer service and interpersonal best practices

Demonstrated experience with a CRM system

Proven experience in training delivery

Experience training via virtual platforms, in-person, and over the phone

Experience in creating and maintaining training materials

Ability to critically think, research, interpret information, solve problems, and make sound business decisions

Experience working in a fast-paced and dynamic environment

Proven ability to manage relationships with internal and external partners

At Fairway, we are dedicated to fostering a culture of diversity, equity, inclusion, and belonging. We achieve this through dialogue and advocacy via employee-led resource groups and corporate-sponsored events. We strive to attract, recruit, hire, develop, and retain the best talent at all levels. Fairway is committed to embracing diverse talent and supporting a culture of inclusivity, reflective of Fairway's Core Values.


Fairway is an equal opportunity employer and is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.

What Fairway Offers:

Competitive compensation

Comprehensive benefits including medical and dental insurance.

Life and Disability insurance

Matching 401k

Employee Stock Ownership Plan

Paid Time Off plus company-paid holidays

Employee discounts for wellness, pet insurance, auto and homeowner's insurance, and more.

#LI-DNI

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