Account / Category / Campaign: Mortgage and Insurance Background

Employment: Probationary

Work Setup: On-site in Rockwell

Shift: Night shift

Salary: Maximum 50,000.00 basic salary

Target Start Date: ASAP

Headcount: 1

Role Overview

We are looking for a Trainer to support a Mortgage and Insurance Background account. You will run new hire training, nesting, upskilling, refreshers and performance improvement initiatives for a US financial services program. You will use your training expertise and your knowledge of mortgage servicing and insurance to build agent capability and process knowledge.

Required Experience

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• Minimum 3-5 years of training experience in a BPO / contact center environment
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• At least 2 years of hands-on experience supporting Mortgage Servicing, Mortgage Insurance, Property Insurance, Escrow, Loss Draft, Claims or Loan Administration programs
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• Experience in new hire training, nesting, upskilling, refreshers and performance improvement initiatives
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• Prior experience handling US-based financial services clients (preferred)
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Preferred Domain Knowledge

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• Mortgage lifecycle and servicing processes
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• Escrow management
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• Hazard / homeowner’s insurance
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• Flood insurance
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• Mortgage Insurance (MI)
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• Loss draft and claims processing
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• Force-placed insurance
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• Loan onboarding and servicing
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• Customer contact handling for mortgage and insurance inquiries
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• Regulatory and compliance requirements related to mortgage servicing
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Core Training Competencies

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• Training Needs Analysis (TNA)
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• Curriculum and content development
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• Facilitation and classroom management
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• Adult learning principles
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• Coaching and feedback delivery
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• Stakeholder management
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• Reporting and training effectiveness measurement
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• Knowledge assessments and certification process management
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Hiring Notes

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• Former employees of Teleperformance (TP), PSG Global, Majorel and Aegis are not eligible for rehire, whether directly or through a third-party agency
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Pre-Screening Notes

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• Educational Attainment:
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• Total BPO Experience:
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• Total Training Experience in BPO / Contact Center:
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• Years of Hands-on Experience Supporting Mortgage Servicing, Mortgage Insurance, Property Insurance, Escrow, Loss Draft, Claims or Loan Administration:
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• Experience Handling US-Based Financial Services Clients: Yes / No
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• Training Experience: New Hire Training / Nesting / Upskilling / Refreshers / Performance Improvement
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• Last Drawn Salary:
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• Expected Salary:
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Skills (for the portal)

BPO Training, Contact Center Training, New Hire Training, Nesting, Upskilling, Refresher Training, Performance Improvement, Training Needs Analysis, Curriculum Development, Content Development, Facilitation, Classroom Management, Adult Learning, Coaching, Feedback Delivery, Stakeholder Management, Training Effectiveness, Knowledge Assessments, Certification Management, Mortgage Servicing, Mortgage Insurance, Property Insurance, Escrow, Loss Draft, Claims Processing, Force-Placed Insurance, Flood Insurance, Loan Administration, US Financial Services, Compliance