Mortgage Servicing Systems Trainer

S3 Shared Service Solutions
Linthicum Heights, MD
Jan 23, 2022
Jan 27, 2022
Full Time
SUMMARYThis position will assist the Mortgage Servicing area ("department") in accomplishing their mission and attain its' objectives by developing and implementing a comprehensive training and development curriculum. The Systems Trainer will be responsible for the design, development, maintenance and implementation of service, and technical training programs embedded within a specific department. The Systems Trainer will coordinate the On the Job Training (OJT) in conjunction with the needs of the department. In addition, the Systems Trainer may be called upon to aide with individual coaching and training opportunities as needed. The Systems Trainer will be expected to stay up to date on all system functionality and uses through firsthand experience working with frontline staff. She/he will ensure operational, administrative effectiveness and operational soundness within system functionality. S3 has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business and they were all created with a unique cultural foundation. ESSENTIAL DUTIES AND RESPONSIBILITIESDemonstrates STAR Values in all interactions with members, prospective members and personnel in other departments. Evaluates, develops, motivates and trains department specific staff while in training. Conducts needs analysis (service and technical knowledge/skills), evaluates and assesses OJT program, and makes training and development recommendations to management. Performs quality reviews of staff post training to ensure knowledge/skill transfer has occurred. Plans, develops, and provides training and staff development programs, using knowledge of the effectiveness of methods such as but not limited to classroom training, demonstrations, eLearning, on-the-job training, meetings, side by sides and workshops. Develops, organizes, and maintains training manuals, multimedia visual aids, and other educational materials for OJT. Coordinates with Department Management and S3 training department to deliver additional training programs as needed. Provides service and assistance to leadership team on projects and initiatives as needed. Provide support with the coordination of testing efforts due to system enhancements or upgrades. Makes recommendations to management for process, procedure, and system enhancements. Researches source of errors or issues to identify if they are systematic or knowledge based and makes recommendation for a course of action. Involved in the testing of new systems, upgrades, enhancements and process improvement and creating training approach and materials for staff communication. Maintains accuracy and availability of Standard Operating Procedures and their conversion to training materials. May participate in joint calls and project teams with partner credit unions, affiliates, member groups, etc. Additional job related projects as assigned by Management QUALIFICATIONSBachelor's degree or equivalent combined training and work experience. Knowledge of training and development best-practices and adult learning principles. Minimum 3 years of experience in related departmental function environment as a trainer or systems expert preferably within a financial institution. Exceptional training, active-listening and presentation skills. Knowledge of credit union operations, including lending, Business, Online Mobile Banking and Cards Services preferred. Strong written and verbal communication, including technical writing is required. Must be highly organized and detail oriented. Proven time management skills, including the ability to prioritize current workload and projects while providing periodic updates to management. Strong knowledge of MS Office. Project management skill set. Ability to demonstrate leadership, build relationships and inspire others. STANDARDS OF PERFORMANCEProfessional representation of S3 Shared Service Solutions, LLC.Job knowledge/timely, accurate and efficient performance.Adherence to S3's policies and procedures.Promotes and ensures the highest level of quality member Service is provided to all members.Confidentiality of all records.Timeliness of meeting regulatory guidelines.Compliance of regulatory requirements.Success in meeting individual, departmental, and corporate goals.SUPERVISORY RESPONSIBILTIESNoneWORKING CONDITIONSThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.General office environment with low noise levelsBENEFITSBenefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities.