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CSR Trainer

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The CSR Trainer will support the Sales Customer Service Department in the development, organization and facilitation of training materials and courses to ensure department training requirements are met for employees at all levels.  The ideal candidate possesses solid line and training (development and delivery) experience in call center sales and customer service.  Knowledge of mortgage banking loan origination operations, systems, products and procedures is preferred. Attention to detail and strong communication skills are crucial. The ability to evaluate performance, train, coach, and manage multiple tasks/projects against critical timelines is essential.


Essential Job Functions may include:

  • Development and delivery of effective call center agent training in the areas of:
    • Inbound/Outbound sales skills and techniques
    • Exceptional Customer service skills and techniques
    • Systems (e.g. Freedom utilized such as Sales Portal, Lakewood, DocuTech, and EDMS)
    • Loan in process status questions
  • Prepare and present virtual and on-site training maximizing agent engagement, retention and performance
  • Stay current on department product, processes and campaigns to ensure current and effective training material, user guides, tutorials and continuation training (as needed)
  • Update training materials, user manuals and position checklists. Design and develop training and programs based on the needs of the department and individual agent developmental opportunities
  • Offer technical assistance and support as it relates to training needs
  • Evaluate performance of agents ensuring effective transfer of knowledge
  • Identifying employee developmental/training needs and develop programs/initiatives to meet those needs to enhance performance, morale, and corporate loyalty throughout the organization
  • Perform additional duties as directed by department Director and Vice President


Supervisory Responsibilities:

This position has no direct supervisory responsibilities



To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required.

  • Strong verbal and written communication skills enabling the development and facilitation of exceptional Instructor Led Training in both virtual and classroom environments
  • Solid interpersonal skills with a demonstrated ability to work effectively in a team environment, maintaining a professional and positive example at all times.  Serves as a customer focused, positive and professional role model to new agents
  • Ability to work effectively across all various levels of employees and management
  • Strong time management skills
  • Proficiency in Microsoft Office, including Word, Excel and PowerPoint, etc..

Education and/or Experience:

  • Bachelor's degree or equivalent experience required
  • Mortgage Lending and/or industry related experience preferred

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Certificates, Licenses, Registrations:

None required

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.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.