Trainer with Mortgage and Insurance Experience - TP Rockwell

Trainer - Mortgage & Insurance Program

Required Experience

• Minimum 3-5 years of Training experience in 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

Candidate 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.