Customer Training Manager - Mortgage Insurance

Essent Group Ltd. is a company serving the housing finance industry through private mortgage insurance, reinsurance, risk management products, and title insurance and settlement services. The Customer Training Manager will develop and deliver mortgage banking operations content, including e-learning and digital materials, while managing webinars, stakeholder collaboration, content optimization, and training effectiveness measurement.

Responsibilities:

• Responsible for staying current on industry trends, customer challenges and high interest topics in order to build effective editorial calendars and use principals of learning theory to develop and design industry-related content that incorporates the various learning styles and provides for “hands-on,” practical exercises
• Collaborate with business 3rd party and internal stakeholders to research and understand customer information needs in order to identify key content opportunities and learning objectives
• Craft interesting, well-researched content to drive online traffic and engagement, and improve shared digital content across channels; content to include e-learning, social posts, website content, case studies, webinars, videos, presentations, and other content as needed
• Responsible for creating and maintaining innovative, engaging e-learning and digital content on a variety of topics that address mortgage operations and or identified contents needs as well as supporting team and corporate goals
• Coordinate with partners, thought leaders, and other third parties to produce high quality joint content programs
• Plan, manage, and/or facilitate public or private webinars according to identified corporate, business and or marketing identified needs, objectives and priorities
• Collaborate closely with broader marketing team members to ensure all content and deliverables aligned to communications standards are developed within brand, digital medium and style guidelines
• Optimize delivery strategy for each piece by implementing best practices, and repeatedly test various tools, content formats, and distribution channels with various target audience segments
• Evaluate products, programs, materials, effectiveness, learning results and facilitation relating to selected content and/or training solutions
• Contribute to building and tracking benchmarks for measuring success and ROI and establishing dashboards that capture key metrics to highlight effectiveness and impact of content delivery
• Perform other duties as assigned by management

Requirements:

• Bachelor's degree in Business Administration, HR, OD, Psychology, Education or related discipline, or an equivalent combination of education and experience
• 5+ years or more of experience in mortgage underwriting operations and training design, or writing-focused roles and delivery
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, Outlook, and collaboration platforms
• Strong public speaking, facilitation, and presentation skills with the ability to confidently deliver content to audiences ranging from frontline employees to executive leadership and external customers
• Exceptional communication, storytelling, and content-writing skills with the ability to simplify complex mortgage concepts
• Strong project management skills with the ability to manage multiple initiatives, and deadlines simultaneously
• Excellent communication and collaboration skills
• Effective facilitation and communication skills with the ability to deliver training through via various mediums
• Ability to serve as a recognized subject matter expert on FNMA/FHLMC guidelines and effectively translate guideline changes into actionable training programs
• Ability to create compelling presentations that drive engagement, knowledge retention, and behavioral change
• Ability to work professionally with all levels of an organization
• Ability to work effectively on cross-functional teams
• Ability to maintain confidentiality