Servicing Systems Trainer

Job Title: Servicing Systems Trainer

Location: Austin, TX- U.S. Remote OK

Pay: $60K – 85K/yr d.o.e.

Hours: Must be able to work 8 am - 5 pm CST Mon.-Fri.

Summary:
The Servicing Systems Trainer will be responsible for developing and delivering training programs for our servicing systems. This role will report to the Servicing Systems Training Manager and will work closely with the Servicing Systems team, business units, and subject matter experts to ensure that servicing employees are adequately trained on the systems and processes necessary to perform their jobs effectively. The ideal candidate will have a deep understanding of mortgage servicing, systems used in mortgage servicing, and a passion for teaching and development.

• Design, develop, and maintain training materials, including manuals, job aids, and e-learning content for all servicing systems.
• Deliver engaging and effective training to new and existing employees on servicing systems including MSP, Director, ICE Portal applications, phone system applications (Genesys, Televioce), reports and data, system coding, and newly implemented programs.
• Conduct needs assessments to identify training gaps and opportunities for improvement.
• Collaborate with business units to understand their workflows and training needs.
• Stay current on all system updates and enhancements to ensure that training materials are accurate and updated.
• Evaluate the effectiveness of training programs and adjust as needed.
• Provide ongoing support to employees to reinforce training and answer system-related questions.
• Assist in the testing and implementation of new systems and system enhancements.

Job Competencies:

• In-depth knowledge of mortgage servicing, including investor and regulatory requirements (FNMA, FHLMC, GNMA, FHA/VA, FDCPA, CFPB).
• Expertise in ICE Mortgage Technology (MSP), including Director and Passport.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts in a clear and concise manner.
• Strong presentation and facilitation skills.
• Proven ability to design and develop effective training materials.
• Highly organized and able to manage multiple projects and priorities.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

• Bachelor's degree in a related field or equivalent work experience.
• 3+ years of experience in mortgage servicing.
• 2+ years of experience in a training or teaching role.
• Experience with instructional design and adult learning principles.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.

VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

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