Job Overview
We are seeking an experienced and dynamic Trainer to support our Mortgage and Insurance operations in Rockwell. In this role, you will design and deliver engaging training programs that equip frontline teams with the technical, regulatory, and customer-handling skills needed to excel in US-based mortgage servicing and property insurance support. From new hire onboarding and nesting to ongoing upskilling and refresher sessions, you will directly impact agent readiness, compliance, and operational performance.

Job Details

• Account / Campaign: Mortgage and Insurance

• Employment Type: Probationary

• Work Setup: On-site in Rockwell

• Work Shift: Night Shift

• Salary: Up to ₱50,000.00 basic salary

• Target Start Date: ASAP

Job Requirements

• Training Tenure: Minimum of 3–5 years of dedicated Training experience within a BPO or Contact Center environment.

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

• Training Delivery: Proven track record in facilitating new hire training, nesting support, upskilling, refreshers, and performance improvement initiatives.

• Core Training Competencies: Strong command of Training Needs Analysis (TNA), curriculum and content development, adult learning principles, classroom facilitation, and training effectiveness measurement.

Other Requirements

• Client Background: Prior experience handling US-based financial services clients is preferred.

• Preferred Domain Knowledge: Working familiarity with the mortgage lifecycle, loan onboarding, escrow management, Hazard/Homeowner’s, Flood, Mortgage (MI), and Force-Placed Insurance, Loss Draft/Claims processing, customer contact handling, and mortgage servicing compliance regulations.

• Interpersonal & Management Skills: Strong coaching, feedback delivery, and stakeholder management abilities.

• Schedule & Location: Amenable to working 100% on-site in Rockwell on a night shift schedule and available to start ASAP.

Roles

• Conduct Training Needs Analysis (TNA) to identify skill gaps and design targeted learning interventions.

• Develop, update, and customize training curricula, modules, and assessment materials aligned with mortgage and insurance workflows.

• Facilitate engaging classroom and virtual sessions for new hires, nesting agents, and tenured teams undergoing upskilling or refreshers.

• Apply adult learning principles to drive knowledge retention, regulatory compliance, and confident customer contact handling.

• Manage knowledge assessments, certification processes, and nesting transition evaluations.

• Provide actionable coaching and constructive feedback to trainees to accelerate ramp-up and support performance improvement initiatives.

• Track, analyze, and report on training metrics and overall program effectiveness to operations and client stakeholders.