Job Description

TruHome Solutions Training And Client Engagement

TruHome Solutions has provided private-label mortgage services to credit unions since 2004. By partnering with us, you'll break through the barriers of cost, regulation, and technology, resulting in increased loyalty and service of your members in one of the most important times of their lives.

General Functions

Under the direction of the Director, Training and Client Engagement and the SVP, Mortgage Originations & Operations, train new and experienced TruHome Solutions personnel, develop training curriculum, and analyze performance/assess employee skill level.

Duties & Responsibilities

Principal responsibilities include:

• Design curriculum that ensures instructional quality.
• Deliver live (virtual/in-person) training, webinars, workshops, and support for internal and credit union staff.
• Maintain and edit training documentation and resources.
• Support training ticketing system and standard SLAs.
• Collaborate with mortgage originations & operations managers with the development and implementation of the training program for TruHome Solutions, globally and department specific.
• Partner with assigned TruHome Solutions department managers to develop and deliver training sessions.
• Partner with subject-matter experts to continually update and improve course materials.
• Assist with analysis of external and internal audit findings to identify new areas of training needed and assist in developing responsive curriculum.
• Assist with the development and implementation of training and performance assessments based on learning objectives for internal and credit union staff.
• Document and share best practices and lessons learned with department managers.
• Provide training programs that result in increased productivity levels with fewer oversights.
• Assist with department specific training development plans of all new and existing employees based on their position within the organization.
• Promote honest and open communication throughout TruHome Solutions.
• Promote professional, friendly, honest and open communication with staff, members and other outside entities, working cross functionally in a positive and productive manner.
• Demonstrate behaviors that are consistent with the organization's values, philosophies, and leadership characteristics.
• Work with other company departments to ensure the workflow or process is providing the best service.
• Perform other duties as assigned.

Requirements

Knowledge, skills and abilities include:

• Ability to conduct root cause analysis and diagnose performance issues.
• Ability to project a high degree of professionalism and positive image of themselves and TruHome Solutions.
• Strong knowledge of adult learning theories.
• Ability to train and facilitate meetings.
• Professional presentation and communication experience and skill in front of large groups.
• Strong ability to design and implement training courses.
• Strong ability to communicate effectively using correct grammar, in all means of communication.
• Excellent ability to work with diverse groups in a team atmosphere.
• Ability to analyze performance and assess a trainee's skill level.
• Proficient in Microsoft Word, Excel, PowerPoint, Articulate, Encompass and SCORM.
• Must be detail-oriented with ability to maintain and organize workloads.
• Ability to resolve problems, interpersonal conflict and miscommunications.
• Ability to maintain a high level of confidentiality.
• Knowledge of mortgage products and programs.
• Must be able to be bonded.

Physical activities include lifting up to 20 pounds from time to time. Also, must be able to stoop, bend, reach, or stand for extended periods of time. Must be able to sit and use a computer for extended periods of time.

Working conditions include working in a general office environment and may have to travel for visits to other facilities for performance analysis and training purposes.

Education/experience requirements include an Associate's degree, Bachelor's preferred, with an emphasis in education/training or equivalent experience. A minimum of five years experience in a financial institution will substitute for a degree. Mortgage Operations, (origination, processing, underwriting, servicing), experience preferred.

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