Customer Training Manager - Essent Guaranty, Inc.

 
Essent Group Ltd. (NYSE: ESNT) is a Bermuda-based holding company (collectively with its subsidiaries, "Essent") which serves the housing finance industry by offering private mortgage insurance, reinsurance, risk management products and title insurance and settlement services to mortgage lenders, borrowers, and investors to support homeownership. We are focused on managing risk and dedicated to serving as a strong and fair counterparty. As a company, we bring strong private capital and a commitment to risk management to the mortgage insurance industry.

Title: Customer Training Manager

Location: Radnor, PA     

This is an individual contributor position which operates under regular supervision and is responsible for development of mortgage banking operations content that will deliver content value to key Essent constituents and drive digital engagement. The customer training manager will drive development and delivery of high-value content including self-paced learning modules, digital content, as well as crafting engaging well-researched content that is targeted, accurate, engaging, and memorable.  

As a dynamic and resourceful professional, we will rely on you to perform the following duties:

• Responsible for staying current on industry trends, customer challenges and high interest topics to build effective editorial calendars and use principals of learning theory to develop and design industry-related content that incorporates the various learning styles and provides for “hands-on,” practical exercises.
• Collaborate with 3^rd party businesses and internal stakeholders to research and understand customer information needs to identify key content opportunities and learning objectives.
• Craft interesting, well-researched content to drive online traffic and engagement, and improve shared digital content across channels; content to include e-learning, social posts, website content, case studies, webinars, videos, presentations, and other content as needed.
• Responsible for creating and maintaining innovative, engaging e-learning and digital content on a variety of topics that addresses mortgage operations and or identified contents needs as well as supports team and corporate goals.
• Coordinate with partners, thought leaders, and other third parties to produce high quality joint content programs.
• Plan, manage, and/or facilitate public or private webinars according to identified corporate, business and or marketing identified needs, objectives, and priorities.
• Collaborate closely with broader marketing team members to ensure all content and deliverables align to communications standards are developed within brand, digital medium and style guidelines.
• Optimize delivery strategy for each piece, by implementing best practices, and repeatedly test various tools, content formats, and distribution channels with various target audience segments.
• Evaluate products, programs, materials, effectiveness, learning results and facilitation relating to selected content and/or training solutions.
• Contribute to building and tracking benchmarks for measuring success and ROI and establishing dashboards that capture key metrics to highlight effectiveness and impact of content delivery.
• Performs other duties as assigned by management.

Minimum Education & Experience Requirements:

• Bachelor’s degree in business administration, HR, OD, Psychology, Education or related discipline, or an equivalent combination of education and experience.
• Five (5) to (7) years or more of experience in mortgage underwriting operations, training design, or writing-focused roles and delivery.
• Knowledge of FNMA/FHLMC Underwriting Guidelines.
• Knowledge of Learning Theories.
• Knowledgeable of content development methodologies.
• Experienced with testing and training methodologies.
• Must be able to travel 5% - 20% of the time.
• Proficient in Microsoft Office applications such as Word, Excel, PowerPoint and Outlook.
• Demonstrated experience with Project management.
• Excellent communication and collaboration skills.
• Effective facilitation and communication skills with the ability to deliver training via various mediums.
• Demonstrated leadership capabilities.
• Ability to think analytically and evaluate data, information, material etc.
• Experience performing Gap Analysis.
• Ability to work professionally with all levels of an organization.
• Ability to work effectively on cross-functional teams.
• Excellent time management skills and ability to manage multiple projects with conflicting deadlines.
• Ability to maintain confidentiality.
• Highly analytical, able to see the “big picture,” and identify trends and patterns outside the norm.

Our commitment to your success is enhanced by our competitive salary and comprehensive benefits package including paid time off, medical, dental, vision, 401(k) and disability benefits. We work to maintain a positive environment for our employees, where people can learn and grow with the company.  Essent is an Equal Opportunity Employer.