Financial Services Training Specialist – Mortgage & Insurance

(URGENT) Mortgage & Insurance Process Trainer

Location: Rockwell, Philippines
Work Setup: On-site
Shift: Night Shift
Employment Type: Probationary
Salary: Up to PHP 50,000 Basic Salary
Target Start Date: ASAP
Headcount: 1

Job Summary

We are looking for an experienced Mortgage & Insurance Process Trainer to deliver training and development programs for a US-based mortgage and insurance account. The ideal candidate should have 3–5 years of experience in a BPO/Contact Center training role, with at least 2 years of hands-on exposure to mortgage servicing, mortgage insurance, property insurance, escrow, claims, or loan administration processes.

The successful candidate will be responsible for conducting new hire training, nesting, upskilling, refresher sessions, and performance improvement initiatives while ensuring employees meet operational, quality, and compliance standards.

Key Responsibilities

• Conduct new hire training, process training, nesting, upskilling, and refresher programs for mortgage and insurance operations.

• Develop and deliver training materials, presentations, process guides, and learning modules aligned with business requirements.

• Facilitate classroom and virtual training sessions using effective adult learning principles.

• Assess trainees' knowledge, skills, and readiness through evaluations, quizzes, and certification assessments.

• Provide coaching, feedback, and performance improvement support to employees.

• Conduct Training Needs Analysis (TNA) to identify knowledge gaps and recommend appropriate learning interventions.

• Ensure trainees understand mortgage servicing, insurance processes, customer handling procedures, and regulatory requirements.

• Monitor training effectiveness through assessments, performance reports, and post-training evaluations.

• Collaborate with Operations, Quality, and other stakeholders to identify process gaps and improve employee performance.

• Maintain accurate training records, attendance reports, assessment results, and certification documentation.

• Ensure all training programs comply with client requirements, company policies, and applicable US mortgage servicing regulations.

Required Qualifications & Experience

• Minimum 3–5 years of experience as a Trainer in a BPO/Contact Center environment.

• At least 2 years of hands-on experience supporting any of the following:

  • Mortgage Servicing

  • Mortgage Insurance

  • Property/Homeowner's Insurance

  • Escrow Management

  • Loss Draft and Claims Processing

  • Loan Administration

• Experience handling US-based financial services clients is highly preferred.

• Proven experience in new hire training, nesting, upskilling, refresher training, and performance improvement initiatives.

• Strong communication, presentation, facilitation, and coaching skills.

• Ability to manage training sessions, evaluate learning outcomes, and drive training effectiveness.

Preferred Domain Knowledge

Candidates should have working knowledge of:

• Mortgage lifecycle and servicing processes.

• Escrow management and administration.

• Hazard/Homeowner's Insurance and 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 US mortgage servicing.

Core Training Competencies

• Training Needs Analysis (TNA).

• Training curriculum and content development.

• Classroom facilitation and management.

• Adult learning principles.

• Coaching and feedback delivery.

• Stakeholder management.

• Training reporting and effectiveness measurement.

• Knowledge assessments and certification management.

Work Requirements

• Must be willing to work on-site at Rockwell.

• Must be comfortable working on a night shift schedule.

• Must be available to join ASAP.

• Must be willing to work under probationary employment.

Important Eligibility Criteria

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

Candidate Pre-Screening Information

Recruiters must capture the following details:

1. Educational Attainment:

2. Total BPO Experience:

3. Total Training Experience in BPO/Contact Center:

4. Years of Hands-on Experience Supporting Mortgage Servicing, Mortgage Insurance, Property Insurance, Escrow, Loss Draft, Claims, or Loan Administration:

5. Experience Handling US-Based Financial Services Clients: Yes / No

6. Training Experience: New Hire Training / Nesting / Upskilling / Refreshers / Performance Improvement

7. Last Drawn Salary:

8. Expected Salary: