Training & Facilitation Specialist - Mortgage, Sales & Quality Assurance - RFA Mortgage Corporation

RFA•Toronto, ON

26d•$80,000 - $100,000•Hybrid

About The Position

We are seeking an experienced Training & Facilitation Specialist to design, build, and deliver comprehensive training programs across our Mortgage Underwriting, Sales, and Quality Assurance teams. This is a hybrid role requiring someone who is both a skilled instructional designer and an engaging facilitator — someone who can develop and execute a long-term training strategy, build sustainable learning infrastructure from the ground up, and serve as a true business partner in driving team performance. Mortgage underwriting training is the primary focus of this role.

Requirements

4–6+ years of experience in a training, learning & development, or facilitation role.
Demonstrated experience designing and delivering mortgage underwriting training that goes beyond product knowledge — including systems, policies, procedures, and full job process training across the mortgage lifecycle.
Proven ability to build training strategy and execute against a multi-year roadmap.
Experience with LMS platforms (e.g., Workday Learning, Cornerstone, TalentLMS).
Certification in instructional design or facilitation is considered an asset.
Prior experience as a mortgage underwriter or in a mortgage operations role.

Nice To Haves

Experience training sales/loan officer teams on mortgage products and the origination process.
Familiarity with QA frameworks, audit processes, and quality scorecard methodologies.
Strong instructional design skills with experience building programs from the ground up.
Proven ability to facilitate engaging sessions in both in-person and virtual/hybrid environments.
Proficiency with e-learning authoring tools (e.g., Articulate 360, Rise, Adobe Captivate).
Strong performance consulting skills with experience supporting business leaders on performance improvement initiatives.
Excellent communication, presentation, and interpersonal skills.
Strong project management and organizational skills.
Experience supporting a hybrid workforce across multiple locations.

Responsibilities

Training Strategy & Planning:
Develop and own a comprehensive Learning & Development strategy aligned to business goals, with mortgage underwriting as the primary priority.
Conduct thorough needs assessments across mortgage underwriting, sales, and QA teams to identify skill gaps, performance trends, and training opportunities.
Build and manage a multi-year training roadmap with clear milestones, priorities, and success metrics.
Partner with senior leadership to align training strategy with organizational growth, regulatory changes, and evolving market conditions.
Serve as a strategic advisor to department leaders on performance improvement, capability building, and talent development.
Performance Consulting & Business Partnership:
Collaborate with team leaders and managers to diagnose performance gaps and determine whether training, process, or coaching interventions are the appropriate solution.
Design and implement performance improvement plans (PIPs) and structured learning paths for underwriters, loan officers, and QA analysts experiencing skill or knowledge deficiencies.
Partner with QA, Operations, and Compliance to analyze error trends, audit findings, and scorecard data — translating insights into targeted training interventions.
Act as a trusted business partner, regularly attending team meetings and calibration sessions to stay close to performance challenges.
Provide leadership with data-driven recommendations on training ROI and its impact on business performance.
Instructional Design & Content Development:
Design, develop, and maintain training curricula, materials, and programs with a primary focus on mortgage underwriting, and secondary focus on sales and QA — covering the full scope of job knowledge required to perform each role effectively, including:
Systems & Technology — LOS platforms, underwriting systems, document management tools, and any proprietary or third-party technology used in day-to-day workflows
Products & Guidelines —Products; loan analysis, credit decisioning, income/asset documentation, and eligibility requirements
Policies & Procedures — Internal policies, standard operating procedures , underwriting overlays, and escalation workflows
Job Skills & Workflows — End-to-end job process training that equips employees to perform their role confidently and accurately from day one
Build scalable, sustainable learning frameworks that support both in-person and remote (hybrid) delivery.
Create a diverse mix of learning assets including e-learning modules, facilitator guides, participant workbooks, job aids, system simulations, scenario-based case studies, and assessments.
Develop comprehensive onboarding programs for new team members across all three functional areas that cover systems access, job processes, products, and policies before a team member goes live.
Continuously update content to reflect system upgrades, guideline changes, policy updates, audit findings, and evolving business needs.
Facilitation & Delivery:
Facilitate engaging in-person, virtual, and hybrid training sessions for mortgage underwriting, sales, and QA teams.
Deliver training in a variety of formats including instructor-led, workshop, role-play, and scenario/case-based learning.
Adapt facilitation style and delivery to diverse audiences with varying experience levels — from new hires to seasoned underwriters.
Lead train-the-trainer sessions to build internal facilitation capacity and reduce single-point dependency.
Program Management:
Build and manage a training calendar aligned to business cycles, regulatory timelines, and team needs.
Develop and maintain a Learning Management System (LMS) or equivalent digital platform for hybrid content delivery, tracking, and reporting.
Manage multiple training initiatives simultaneously with a structured project management approach.
Maintain a well-organized training library that is accessible, up to date, and scalable as the team grows.
Measurement & Continuous Improvement:
Define KPIs and success metrics for all training programs (e.g., underwriting accuracy rates, turn-time improvements, QA scores, assessment pass rates, error reduction).
Evaluate training effectiveness using feedback surveys, pre/post assessments, and performance data.
Provide regular reporting to leadership on training participation, outcomes, performance trends, and recommendations.
Iterate and improve programs based on data, stakeholder feedback, and business outcomes.