Description/Job Summary

About Us:

Selene Finance is part of one of the top residential mortgage companies that is uniquely positioned to customize loan servicing options for each homeowner. We have separate Title and Diligence businesses that enable us to provide comprehensive services to our partners and customers. Since launching in 2007, we passionately work to provide creative loan resolution strategies designed to preserve homeownership. With the power of Pretium behind us we are positioned for continued expansion and growth. Join us on our mission to transform mortgage servicing and help preserve home ownership throughout the United States.

Position Summary: Responsible for developing the knowledge and skills of the Contact Center's workforce. Work to ensure that the Contact Center has a workforce that can meet its current and future business objectives and deliver quality products and services that meet customers' needs. Conduct employee surveys and implement viable suggestions to course materials. Consult with other trainers, managers, and leadership. Track and compile collected data. Conceptualize training materials based on data and research.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Work with Contact Center management in developing Mortgage Training Plans and Curriculum Roadmaps for both new hire and existing staff
• Strengthen the Mortgage Training Capability with scheduling recurring training classes on updates as well as sections with quality feedback
• Assist the Contact Center management with the Knowledge Acquisition and Knowledge Transfer around Domain, Project, and Process Knowledge during new project transitioning
• Works with Compliance Team to identify and fill gaps in client training programs to enable the employees achieve the set benchmarks of call Quality
• Conduct Transition Analysis and Due Diligence for Training Readiness and Capability Development
• Facilitate the designing of relevant and effective training programs for New Joiners
• Help prepare educational materials such as modules, summaries, videos etc.
• Perform induction and orientation sessions
• Maintain and define a keen understanding on training trends, developments, and best practices
• Plan training programs based on business objectives and goals
• Identify Business Impact for Training Interventions and showcase value
• Define and align the learning curve with industry standards
• Introduce effective and innovative means of training through videos, simulations, and other tools
• Provide and create opportunities of ongoing developments
• Work with Contact Center management and Business Analyst to conduct Root Cause and Error analysis
• Work with Contact Center management to create mechanisms of dissemination of process updates, upskilling and cross skilling of employees
• Work with VP to identify domain specific insights on client discussions and engage into strategic decision making
• Acts as supervisor for newly hired employees while in CORE training and during the provisional period
• Is responsible for new hires' training proficiency metrics

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:

• 5+ years of mortgage servicing experience in US Mortgages (servicing and securitization, knowledge of underwriting and originations is a huge plus)
• Due Diligence / Compliance is a plus
• Experience in Project Management would be an added advantage
• Proven work experience as a Trainer and/or Training Manager
• Track record in designing and executing successful training programs.
  
• Familiarity with traditional and modern training methodologies (mentoring, coaching, on job or in classroom training, e-learning, workshops, simulations, gamifications etc.)
• Excellent communication & leadership skills Ability to plan, multi-task and manage time effectively
• Proven track in providing structure and ensuring knowledge retention through various means
• Prior experience of Transitioning new accounts and managing the Knowledge Acquisition and Knowledge Transfer from clients/ incumbent vendors.
  
• Excellent written and/or oral communication capabilities
• Confident and mature to handle client and stakeholder interactions

Competencies: To perform the job successfully, an individual should demonstrate the following:

• Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events.
• Business Ethics - Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
• Communications - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.
• Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
• Dependability - Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.
• Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.
  
• Language Ability - Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Mathematical Ability - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Reasoning Ability - Ability to apply common sense understanding to carry out detailed written or oral instructions with minimal supervision. Ability to deal with problems involving a few concrete variables in standardized situations.

Education/Experience: High school diploma or general education degree (GED) required. Associate's degree (A. A.) from two-year College preferred. Two+ years' related experience and/or training required. Call center or related mortgage experience with knowledge of Sagent products and the various areas of default (e.g. Bankruptcy, Foreclosure, REO, etc.) is preferred. Bi-lingual language is a plus.

Computer Skills: Working knowledge of and experience with Microsoft Office (Word, Excel, power Point, Visio and Outlook). Previous experience with MSP, Black Knight/LPS and Sagent preferred.

Travel: Some travel may be required.

Why Selene?

Selene Finance is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:

• Paid Time Off (PTO)
• Medical, Dental, & Vision
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Paid Holidays
• Company paid Life Insurance
• Matching 401(k) Plan

The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene Finance reserves the right to amend and change responsibilities to meet business and organizational needs.