Loan Mitigation Trainer

Guild Mortgage•San Diego, CA

32d•$56,309 - $79,184•Onsite

About The Position

The Loan Mitigation Trainer plays an important role in the organization by performing a number of activities related to Loss Mitigation. The role is primarily responsible, under intermittent to limited supervision, for providing in-person or virtual on-the-job training for new hires in Loss Mitigation division, as well as ongoing training support for existing employees. This role will coach and develop employees to increase their proficiency quality monitoring. The Loan Servicing Trainer will serve as a subject matter expert, trainer, and resource to their assigned Loss Mitigation Department.

Requirements

High School Diploma or equivalent, required.
Minimum one year experience in Guild Loan Servicing.
Minimum two years' experience in mortgage training and experience in any of Guild's systems; OR
Minimum three years' experience in training or public speaking-related roles.
Prior experience in training/teaching, both virtual and in-person, OR presentation experience is required.
Prior experience developing training content and technical writing is required.
Ability to be patient and train less experienced team members, respond to questions, and build capabilities.
Ability to work in a sometimes emotionally demanding role that requires patience, empathy and sensitivity.
Facilitates learning solutions, preparing plans according to adult learning theory and providing a high-impact, interactive environment.
Aptitude and desire to learn new tools and techniques quickly.
Strong interpersonal, multi-tasking, project management skills required.
Strong analytical and critical thinking skills, with ability to evaluate facts and data to draw conclusions to solve problems.
Passionate about delivering excellence in customer service for internal and external customers.
Ability to give and receive feedback effectively; is an active listener.
Highly proficient use of Microsoft Teams, SharePoint, PowerPoint, Word and Excel required.
Ability to work with minimal supervision/self-motivated.
Strong verbal and written communication skills, including public speaking skills.
Works with a strong sense of urgency and responsiveness.
Excellent time management skills (prioritizing and follow-up).
Knowledge of how to coordinate meetings and set up training sessions.
Demonstrates a positive demeanor and gains energy from helping others.
Excellent verbal and written communication skills required.
Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
Commitment to company values.
Customer Service - Proactive attention to each person.
Integrity - Do and say what's right.
Respect - Treat others with dignity.
Collaboration - Listen and work together.
Learning - Seek knowledge and strive for improvement.
Excellence – Deliver the unexpected.
Work is primarily sedentary; mobility in an office setting.
Frequent use of computer keyboard and mouse.
Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.
Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.
Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
Work is primarily performed during the business week, Monday - Friday.

Responsibilities

Conduct new hire training and support management with coaching and providing additional training for employees in need of more development.
Facilitate all-hands training for all department and division updates and changes.
Design, develop, and maintain new hire curriculum and all learning materials.
Serve as a subject matter expert for Loss Mitigation; such as communicating accurate information to employees in their line of business and cross functionally.
Provide performance and progress feedback to trainees, employees, and leaders as it relates to their training.
Seek feedback pertaining to training materials and skills; incorporate relevant feedback in training curriculums as seen fit.
Review and audit backup documents, retention claims, modification figures and documents, legal descriptions, valid denials and approvals, trial payment plans, denial notices, appropriate appeal verbiage and timelines, ensuring verbiage and timelines comply with all investor, state-specific, and CFPB regulations.
Review and audit income/expense and other pertinent qualifying information, ensuring compliance with all investor, state-specific, and CFPB regulations.
Schedule and hold monthly mediations and/or personal meeting sessions as needed.
Establish, document, and maintain all processes and procedures within the assigned department.
Analyze Loan Servicing Departments performance metrics and develop coaching strategies to increase proficiency for employees needing additional support.
Review best practices and inefficiencies within the department; provide current state and recommendation to improve to the leadership team.
Cross-train others, interdepartmentally, until employees are proficient
Manage training related administrative tasks such as scorecards, prepare materials, ensure system access
Collaborate with Guild University and cross functionally with other Trainers for support and idea sharing.
Support heavy production days within the department as needed.
Participate in special projects as needed.
Perform other assigned duties.