We are looking for an experienced Mortgage Training Specialist to deliver training programs, develop learning materials, and support employee performance improvement across mortgage servicing and insurance operations.

Required Experience

- Minimum 3–5 years of Training experience in a BPO/Contact Center environment.

- At least 2 years of hands-on experience supporting Mortgage Servicing, Mortgage Insurance, Property Insurance, Escrow, Loss Draft, Claims, or Loan Administration programs.

- Prior experience handling US-based financial services clients is preferred.

- Experience in new hire training, nesting, upskilling, refreshers, and performance improvement initiatives.

Preferred Domain Knowledge

Candidate should have working knowledge of:

- Mortgage lifecycle and servicing processes.

- Escrow management.

- Hazard/Homeowner's Insurance.

- Flood Insurance.

- Mortgage Insurance (MI).

- Loss Draft and Claims processing.

- Force-Placed Insurance.

- Loan onboarding and servicing.

- Customer contact handling for mortgage and insurance inquiries.

- Regulatory and compliance requirements related to mortgage servicing.

Core Training Competencies

- Training Needs Analysis (TNA).

- Curriculum and content development.

- Facilitation and classroom management.

- Adult learning principles.

- Coaching and feedback delivery.

- Stakeholder management.

- Reporting and training effectiveness measurement.

- Knowledge assessments and certification process management.