Job Description: BPO Trainer – Mortgage & Insurance

Job Title: Trainer
Account / Category: Mortgage and Insurance
Employment Type: Probationary
Work Location: Rockwell, Philippines
Work Setup: 100% On-site
Shift: Night Shift
Salary Budget: Up to PHP 50,000 basic salary
Target Start Date: ASAP
Headcount: 1 vacancy

Job Overview

We are looking for an experienced BPO Trainer with a strong background in Mortgage Servicing and Insurance operations. The ideal candidate will have proven experience delivering training programs in a BPO or contact center environment, along with hands-on knowledge of mortgage servicing, insurance, escrow, claims, and loan administration processes.

The Trainer will be responsible for developing and delivering effective training programs, supporting new hire readiness, facilitating continuous learning, and improving employee performance and operational knowledge.

Key Responsibilities

• Conduct new hire training programs for Mortgage and Insurance operations.

• Facilitate classroom training, nesting, upskilling, refresher sessions, and performance improvement initiatives.

• Perform Training Needs Analysis (TNA) to identify knowledge and skill gaps.

• Develop and update training materials, curricula, presentations, and process documentation.

• Deliver engaging training sessions using adult learning principles.

• Conduct knowledge assessments, evaluations, and certification activities.

• Provide coaching, constructive feedback, and development support to trainees.

• Monitor training effectiveness and evaluate trainee performance.

• Prepare training reports and track key learning and performance metrics.

• Collaborate with operations, quality, and other stakeholders to align training with business requirements.

• Ensure training content reflects applicable mortgage servicing procedures, insurance processes, and regulatory compliance requirements.

Required Qualifications

• Minimum 3–5 years of training experience in a BPO or Contact Center environment.

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

  • Mortgage Servicing

  • Mortgage Insurance

  • Property Insurance

  • Escrow Management

  • Loss Draft

  • Claims Processing

  • Loan Administration

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

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

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

• Ability to develop training content and measure training effectiveness.

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 Training Content Development.

• Facilitation and Classroom Management.

• Adult Learning Principles.

• Coaching and Feedback Delivery.

• Stakeholder Management.

• Training Reporting and Effectiveness Measurement.

• Knowledge Assessments and Certification Process Management.

Work Requirements

• Willing to work 100% onsite at Rockwell.

• Amenable to a night shift schedule.

• Available to start ASAP.

• Willing to join under probationary employment.

Compensation

Maximum Basic Salary: PHP 50,000 per month.

Important Rehire Eligibility Restriction

Former employees of the following companies are not eligible for rehire, whether directly or through a third-party agency:

• Teleperformance (TP)

• PSG Global

• Majorel

• Aegis

Candidate Pre-Screening Questions

1. What is your highest educational attainment?

2. How many years of total BPO experience do you have?

3. How many years of training experience do you have in a BPO / Contact Center environment?

4. How many years of hands-on experience do you have supporting Mortgage Servicing, Mortgage Insurance, Property Insurance, Escrow, Loss Draft, Claims, or Loan Administration?

5. Have you handled US-based financial services clients? (Yes / No)

6. Which training activities have you handled: New Hire Training, Nesting, Upskilling, Refreshers, or Performance Improvement?

7. What is your current or last drawn salary?

8. What is your expected salary?

Application Note: Candidates should clearly highlight their BPO training experience, mortgage and insurance domain exposure, US financial services experience, and training program responsibilities in their updated resumes.