[Hiring] Call Center Performance Coach @LoanCare

Role Description

The Call Center Performance Coach is responsible for the professional development of the call center service staff. The position will assist the training department in creating and delivering job-specific, regulatory, and developmental training to their assigned call center department. The Call Center Performance Coach should collaboratively work with Managers, Supervisors, and the training department to develop and execute training programs that align with the overall corporate strategic goals.

• Coach employees upon hire; provide guidance and assistance to existing employees as needed.
• Analyze assigned call center (Customer Service, Collections, Loss Mitigation, or Bankruptcy) training needs to develop robust training programs.
• Develop, design, and deliver training on call center specific material for new hires and tenured associates.
• Develop teaching aids (manuals, procedures, written exercises, and visual presentations) for each call center representative's essential functions of the job.
• Work proactively to determine opportunities for new training modules or to anticipate management’s training needs based on business objectives.
• Communicate with Managers and Supervisors to understand concerns/issues related to staff and knowledge of the call center positions.
• Collaborate with LoanCare training department to promote and ensure consistency between the two departments (i.e., keeping training manuals updated).
• Assist in nesting and shadowing new hire call center representatives post-training.
• Work collaboratively with management on process development and improvement.
• Prepare materials, logistics, and technology needs for on-the-job training, including assembly of position manuals, assisting with securing IT equipment and system access, etc.
• Facilitate call calibration and documentation training sessions.
• Ensure, with management, that all employees complete training for compliance within government standards.
• All other duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• Bachelor’s Degree, or equivalent years of experience. LoanCare experience a plus.
• Knowledge of mortgage servicing systems, investor guidelines, and mortgage insurance guidelines preferred.
• Excellent communication, both written and oral, presentation skills, and interpersonal skills, including the ability to relate to employees at all levels of the organization.
• Advanced knowledge of Microsoft Office 2007 including, but not limited to, Word, Excel, Access, PowerPoint, Internet Explorer, and ability to learn new systems rapidly.
• Possess the ability to successfully prioritize multi-functions and meet deadlines.
• Inquisitive, problem-solver, analytical mind-set, organization skills, and excellent follow-up skills are preferred.
• Responsive and flexible, open to change in processes and ability to take and provide clear direction.
• Ability to travel to attend work-related meetings and training sessions.

Benefits

• Optional medical, dental, vision, life, and disability insurance.
• Paid holidays, vacation, and sick leave.
• Fidelity National Financial matching 401(k) and employee stock purchase plans.
• Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being.
• Programs that celebrate achievements and milestones.
• Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

Company Description

At LoanCare, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration.

• A culture that helps you thrive, with resources and support to fuel your growth.
• Flexibility to work remotely, while staying connected through virtual engagement.
• Opportunities to make a real impact in an industry that touches millions of lives.