A DAY IN THE LIFE
In this role, you will
Drive organizational success through classroom and virtual training to new and existing employees.
Guide new hires in their onboarding process, helping them build confidence and preparing them for their transition to their roles.
Interact with existing employees as an instructor or group facilitator, encouraging and promoting our core values and internal growth opportunities.
Assist employees in developing essential business and technical skills.
WHO YOU ARE
A passion for education, training, and developing others.
Strong classroom management and instruction experience.
Mortgage experience is a plus, especially in the servicing, call center, and default arena.
A penchant for excellence. You will use your strong attention to detail to maintain our quality standards.
Excellent verbal and written communication skills.
WHO WE ARE
LoanCare, a ServiceLink company, is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.
LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation
DETAILED JOB DUTIES
Facilitate New Hire Orientation to include department specific functions, MSP workstations, policies and procedures and position specific simulation activities
Utilize variety of instructional methods to ensure maximum delivery effectiveness. Evaluate course materials based on participant performance and consult with the instructional designer to complete necessary updates.
Manage class participants, monitor classroom performance, and provide timely feedback to participants and direct managers when necessary.
Evaluate participant performance through quizzes and tests. Provide recommendations based on evaluation of employee performance.
Analyze departmental training needs to develop, modify, and improve existing training programs.
Develop, design and deliver training for all employees, including department specific functions and the Mortgage Servicing Package (MSP) from Black Knight Financial Services (BKFS). This system was also known throughout the industry as LPS, Fidelity, Alltel, and CPI.
Communicate with managers in the various departments to understand new processes, concerns, or issues related to staff knowledge of the position.
Facilitator training programs via classroom and virtual settings (i.e., WebEx, Lync/Skype) when applicable
Coordinate the preparation of materials, logistics, and technology needs for classroom learning, including assembly of position manuals, making room reservations, securing IT equipment and system access, etc.
Ensure that all employees complete training for compliance with government standards
All other duties as assigned
Bachelor's Degree in Adult Education, Instructional Design, Training and Development, or related field, or equivalent years of experience
Knowledge of mortgage servicing systems, investor guidelines, and mortgage insurance guidelines preferred
Excellent communication, both written and oral, presentation skills, and interpersonal skills, including the ability to relate to employees at all levels of the organization
Advanced knowledge of Microsoft Office 2013 including, but not limited to, Word, Excel, Access, PowerPoint, Internet Explorer, and ability to learn new systems rapidly
Possess the ability to successfully prioritize multi-functions and meet deadlines
Inquisitive, problem-solver, analytical mind-set, organization skills, and excellent follow-up skills are preferred
Responsive and flexible, open to change in processes and ability to take and provide clear direction
Ability to travel to attend work related meeting and training sessions
Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Over time required as necessary.
EQUAL OPPORTUNITY POLICY
LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Reading Comprehension Understanding written sentences and paragraphs in work related documents
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Speaking Talking to others to convey information effectively.
Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Instructing Teaching others how to do something.
Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Time Management Managing one's own time and the time of others.
Writing Communicating effectively in writing as appropriate for the needs of the audience.
Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.
Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension The ability to read and understand information and ideas presented in writing.
Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Near Vision The ability to see details at close range (within a few feet of the observer).
Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression The ability to communicate information and ideas in speaking so others will understand.
Speech Recognition The ability to identify and understand the speech of another person.
Speech Clarity The ability to speak clearly so others can understand you.
Sitting up to 85% of time
Walking up to 5% of time
Standing up to 5% of time
Lifting up to 5% of time.
Occasional stooping, kneeling, crouching and reaching.
Servicelink, A Black Knight Company