Training Specialist - Mortgage Connect

As the Training Specialist, you will be responsible for exceptional training throughout all levels of the organization.  Individuals in this role develop and deliver product, customer service, compliance and regulations training which builds, enhances and maintains service excellence behaviors between the employee, client and borrower.  This is important as they are delivering and living Mortgage Connect’s brand promise of “Close with Confidence.” Training Specialists educate the employees to identify and master exceptional customer service skills that lead to effective team building, organizational development driving client and borrower satisfaction and providing Mortgage Connect opportunities for success. 

Responsibilities

• Develop, implement and deliver effective exceptional broad training programs to all members of the organization
• Consistently evaluate training program and work with the Director of Human Resources to develop, implement and deliver the best curriculum to enhance client/borrower satisfaction and experience
• Use a wide degree of creativity in creating and delivering the training and education curriculum
• Conduct training workshops using a variety of field concepts, practices, and procedures
• Motivate employees to actively participate in all aspects of the training and education process
• Provide regular, accurate and timely feedback and support to employees after the completion of each class through coaching and evaluations
• Continue on-going communication to trainees to assist them in achieving learning objectives
• Prioritize and develop a training schedule based on needs of the organization and futures hires; work along with the department managers to schedule training and coordinate delivery of training based on employee work schedules
• Review and provide progress of trainees to department managers and identify additional training needs if applicable
• Maintain training records for all skills classes delivered and provide metrics to Director of Human Resources & Training on a weekly basis
• Assist the Director of Human Resources & Training in soft skills program development based on needs identified
• Attend train-the-trainer workshops for continuous education and maintain up to date training skill base
• Use experience and judgment to plan and accomplish training goals and objectives
• Maintain a positive company image by providing courteous, friendly and efficient customer service internally and externally
• Design and develop training courses and programs using ADDIE principles
• Design and develop computer-based on demand learning courses, engaging and effective
• Design and develop professional grade materials for quality presentation to the business, branded appropriately and according to guidelines and expectations
• Continuous learning and skill based improvement to bring the best training and education resources to the business
• Course evaluation comparisons to business value and impact, revise learning objectives and curriculum based on the results
• Learning management system maintenance and effective use of tool sets provided for better organizational efficiencies for user base
• All other duties and projects as assigned

Qualifications

• Bachelor’s degree and/or related and/or 5 + years of equivalent work experience
• 3-5 years of mortgage, title and close industry experience preferred
• The ideal candidate must have a minimum of 5+ years of experience delivering training in a customer service environment
• Experience in customer service & product system training environment; both small and large group settings
• Ability to plan, develop and execute effective training curriculum
• Proven ability to develop and implement effective training materials
• Experience with curriculums that incorporate hands-on training, audio, presentation/lectures, and supportive media, CBT’s
• Capable of managing and delivering multiple training classes
• Understanding and demonstrated knowledge of e-learning techniques and software
• Willing to travel between office locations (Moon Township & Hopewell)
• Willing to work flexible hours outside of typical business hours, in order to facilitate training classes around department schedules
• Knowledge of Adult Learning principles
• Accomplished in effectively managing a classroom and able to create an atmosphere conducive to adult learning
• Proficient with evaluation and delivery of training assessments
• Correspond and collaborate with the Director of Human Resources to determine training needs and deliver an exceptional  training programs
• Independent, resourceful, self-confident, self-starter
• Socially poised, enthusiastic, outgoing and persuasive professional image
• Strong attention to detail and organizational planning abilities
• Ability to arrange variety and change in work pace based on organizational needs

All onboarding employees will be required to complete a pre-employment background check and drug screening.

We are an Equal Opportunity employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws. Mortgage Connect is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR@mortgageconnectlp.com