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Call Center Sales Trainer

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Description

The B.A.S.E. Camp training program is an entry level career path designed to develop certified Call Center Sales trainers.  B.A.S.E. Camp will provide participants an understanding of the mortgage industry, help them learn how to design curriculum, develop virtual and instructor led presentation skills, and grow expertise in various areas of a Call Center Sales organization. Extensive classroom training and tools for successful completion of the SAFE Act federal exam and the program are provided in an engaging and interactive environment.  The participant will graduate with a certification in Call Center Sales training and be able to train employees in the areas of loan products, guidelines, systems, compliance and procedures. In B.A.S.E camp, the participant will B uild knowledge, A cclimate to Freedom culture, S hadow and perform in the business role, and E nhance skills as a corporate trainer.

  Upon completion of the program, the participant will be able to:

  • Train new hires and existing staff on Freedom Mortgage’s systems, products, processes, procedures, compliance, and customer service skills.
  • Collaborate with Sales Development and Site Leaders to develop new learning content and enhance existing content.
  • Conduct quality assurance and performance coaching sessions with new and existing Freedom Mortgage staff.
  • Provide progress updates to leaders when transitioning trainees to Sales roles.
  • Demonstrate a strong functional knowledge of all Call Center products and processes.
  • Report to the Manager(s) of Sales Development. Work collaboratively with all team members of Sales Development to help execute the Mission Statement.

Qualifications and Requirements:

  • No Mortgage industry experience required.  
  • Associate’s or bachelor’s degree from a college or university preferred.
  • Self-starter, goal-oriented professional who is focused on providing the highest level of customer service.
  • Ability to pass the SAFE Act federal exam.
  • Proven ability to handle multiple projects while utilizing attention to detail.
  • Flexibility with daily operations and initiatives.
  • Ability to develop knowledge of the mortgage industry, products, lending practices, and regulatory guidelines.
  • Strong negotiation, time management, and organization skills.
  • Excellent verbal and written communication skills.
  • Computer skills with ability to learn loan origination system and automated underwriting systems.
  • Ability to occasionally travel.

Language Skills:

Ability to read, analyze, and interpret financial reports, and legal documents. Ability to respond effectively to most sensitive inquiries or complaints. Ability to write curriculum using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on complex topics to new employees, management, public groups, and/or board of directors.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations:

Ability to obtain National and State Licensing through the NMLS preferred.

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.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

 

Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.