Job Overview
We are looking for a dedicated and skilled Learning & Development Specialist to drive comprehensive training initiatives for our US-based Mortgage and Insurance account in Rockwell. In this role, you will be instrumental in transforming complex mortgage servicing and property insurance concepts into engaging, easy-to-master learning modules. From onboarding new hires and guiding nesting agents to executing targeted upskilling and compliance refreshers, you will ensure our teams are fully equipped to deliver exceptional 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: 3 to 5 years of solid training and facilitation experience within a BPO or contact center setting.

• Specialized Domain Experience: At least 2 years of direct operational or training background in Mortgage Servicing, Mortgage Insurance, Property Insurance, Escrow, Loss Draft, Claims, or Loan Administration.

• Program Execution: Demonstrated expertise in managing new hire onboarding, nesting pipelines, refresher courses, and performance improvement workshops.

• Core Competencies: Strong mastery of Training Needs Analysis (TNA), instructional design, adult learning methodologies, and training effectiveness measurement.

Other Requirements

• Client Exposure: Prior experience working with US financial services or mortgage clients is strongly preferred.

• Domain Familiarity: Working knowledge of the mortgage lifecycle, escrow management, Hazard/Homeowner’s and Flood insurance, Mortgage Insurance (MI), Force-Placed Insurance, claims handling, and relevant regulatory compliance standards.

• Soft Skills: Excellent classroom management, coaching, feedback delivery, and stakeholder collaboration skills.

• Logistics: Fully amenable to working on-site in Rockwell on a night shift schedule and available for an immediate start.

Roles

• Perform rigorous Training Needs Analysis (TNA) to diagnose performance gaps and design impactful learning programs.

• Design, build, and update training content, slide decks, modules, and evaluation tools tailored to mortgage and insurance guidelines.

• Lead engaging classroom sessions for new hires, nesting groups, and tenured staff undergoing professional development or process updates.

• Administer knowledge assessments, monitor certification milestones, and oversee smooth transitions from training to production.

• Deliver continuous coaching, constructive feedback, and remediation support to accelerate agent proficiency and confidence.

• Partner with operations teams and client stakeholders to track training metrics, assess program impact, and present effectiveness reports.