()Trainer - Mortgage & Insurance Program

Trainer – Mortgage & Insurance

Location: Rockwell (On-site)
Employment Type: Probationary
Work Setup: Work from Office
Shift: Night Shift
Experience: 3–5 Years
Target Start Date: ASAP

Job Summary

We are looking for an experienced Trainer with a strong background in Mortgage and Insurance processes to join our BPO/Contact Center operations in Rockwell. The ideal candidate must have 3–5 years of training experience in a BPO environment, along with at least 2 years of hands-on experience supporting Mortgage Servicing, Mortgage Insurance, Property Insurance, Escrow, Claims, or Loan Administration programs.

The candidate will be responsible for delivering effective training programs, facilitating new hire training, managing nesting, conducting refresher sessions, and driving continuous performance improvement.

Key Responsibilities

• Conduct new hire training, nesting, upskilling, refresher training, and performance improvement sessions.

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

• Develop and update training materials, curriculum, and learning content.

• Facilitate classroom training sessions and manage trainee engagement.

• Apply adult learning principles to improve training effectiveness.

• Provide coaching, feedback, and performance support to employees.

• Conduct knowledge assessments and manage certification processes.

• Monitor training effectiveness through assessments, reporting, and performance metrics.

• Collaborate with operations and stakeholders to ensure training objectives are achieved.

• Ensure compliance with mortgage servicing and financial services regulations.

Required Qualifications & Experience

• Minimum 3–5 years of training experience in a BPO/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.

Preferred Domain Knowledge

• Mortgage lifecycle and servicing processes.

• Escrow management.

• Hazard/Homeowner's Insurance and Flood Insurance.

• Mortgage Insurance (MI).

• Loss Draft and Claims Processing.

• Force-Placed Insurance.

• Loan onboarding and servicing.

• Customer handling for mortgage and insurance-related inquiries.

• Regulatory and compliance requirements related to mortgage servicing.

Core Training Competencies

• Training Needs Analysis (TNA).

• Curriculum and content development.

• Training facilitation and classroom management.

• Adult learning principles.

• Coaching and feedback delivery.

• Stakeholder management.

• Training reports and effectiveness measurement.

• Knowledge assessments and certification management.

Important Eligibility Criteria

Candidates who are former employees of Teleperformance (TP), PSG Global, Majorel, or Aegis are not eligible for rehire, either directly or through a third-party agency.

Pre-Screening Questions

1. Educational Attainment:

2. Total BPO Experience:

3. Total Training Experience in BPO/Contact Center:

4. Years of Hands-on Experience Supporting Mortgage Servicing, Mortgage Insurance, Property Insurance, Escrow, Loss Draft, Claims, or Loan Administration:

5. Experience Handling US-Based Financial Services Clients: Yes / No

6. Training Experience: New Hire Training / Nesting / Upskilling / Refreshers / Performance Improvement

7. Last Drawn Salary:

8. Expected Salary: