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Job Title:   Senior Trainer

Lead and manage two components of team member training and development programs within the Operations Center consisting of approximately 400 staff:  1) Rels Valuation Operations-wide New Hire Training and Existing Staff Continuing Education and 2) Process Change Training, Process and Audit Validation, and Documentation.  Ensure applicable team members are provided with high quality, consistent, training so that stated objectives are met.  Enhance existing training materials to develop cohesive, comprehensive programs that encompass new hire training, department-specific training, customer service training, training assessment tools, regulatory compliance, and proper use of corporate career development/performance management tools.  Position reports to National Operations Director.  

Primary Training Functions:
  • Develop training curriculum, modules, checklists, schedules, materials and assessments. 
  • Conduct training in classroom settings and in one-on-one coaching sessions.
  • Conduct new hire classroom training as business needs dictate and typically average 20-30 times annually.
  • Ensure existing team members receive continuing education on new processes, procedures, phone scripts, service levels, regulatory compliance, process controls, production goals, clients, products and system enhancements.
  • Facilitate staff cross-training and advocate improvements for on-the-job training throughout Operations.
  • Create on-line and technical training programs to expedite deployment of specified training objectives which are adaptable to media format. 
  • Solicit and respond to feedback from team members on the success of training modules; modify training as appropriate.  Enhance course feedback, assessment and survey tools related to curriculum effectiveness.
  • Create and provide scheduled training status reports for senior management; formulate measurements to track successes quantifiably. 
Secondary Training Functions:
  • Assist management team in deploying new or changes in processes (Operations, Regulatory, Compliance, Telephony, Service, etc.)
  • Update documentation related to new processes. 
  • Ensure Operations Center process and procedure documents exist and remain current.
  • Evaluate integrity of process documents for training and audit/compliance purposes.

  • Two or more years of exempt-level operations or training experience at Rels Valuation or similar appraisal, mortgage, finance or service/call center company
  • Bachelor’s degree (or equivalent job-related experience)
  • Ability to implement a continuous training program in a high-volume work environment
  • Ability to complete training projects independently while engaging Operations leadership for critical procedural details as required to enhance training program effectiveness
  • Develop alternative, cost-effective, and efficient solutions for training modules to minimize production impacts
  • Strong presentation/classroom, interpersonal, written and verbal communications skills
  • Effective time management, organizational, and administrative skills
  • Ability to multi-task to meet long-term and short-term deadlines
  • Proficient PC skills
  • Ability to provide work direction to others within Operations to influence positive training outcomes for process-compliant or audit-compliant results
  • Five or more years of experience in Rels Valuation Operations (or equivalent)
  • Demonstrated ability to build a sustainable training program with documented results
  • Inspire others to participate readily in classroom training programs, motivate individual performance, adapt training style to enhance success, and remove obstacles to effective learning
  • Applicants with teaching credentials or certifications
  • Strong working knowledge of Online Training, WMS, ProCollateral, ITS and Telephony applications
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