TRAINER

JOB DESCRIPTION: TRAINER

Account/Category/Campaign: Mortgage and Insurance Background

Employment Type: Probationary

Work Setup: On-site – Rockwell

Shift: Night Shift

Salary: Maximum of ₱50,000 Basic Salary

Target Start Date: ASAP

Headcount: 1

REQUIRED EXPERIENCE

- Minimum of 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

Candidates 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.