Operations Training Specialist
Nationstar Mortgage - Lewisville, TX

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Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job. Some travel is required.

Microsoft Word, Excel, PowerPoint, SharePoint
Microsoft Access and Visio preferred
LSAMS system knowledge preferred

1 to 3 years previous training experience in a call center/operational envrionment preferred, or equivalent mortgage experience.

Job Description:

Responsible for creating and conducting training within an assigned division: training solutions based on the development needs of that division.


1.Performance needs assessments – confer with management, supervisors and employees through a variety of channels (surveys, interviews, group sessions, informal) to analyze and isolate the cause(s) of human performance gaps and determining the most appropriate solution to close performance gaps (training or other performance support solutions), and to better understand changes in policies, procedures, regulations, business initiatives and technologies.

2.Planning and implementing training assignments – developing action/project plans, obtaining resources, and completing assignments in a timely manner to ensure that workplace learning and performance goals are achieved.

3.Influencing stakeholders – selling the value of learning or the recommended solution as a way to improve organizational performance; gaining commitment to solutions that will improve individual, team and organizational performance.

4.Instructional design – designing, creating, and developing learning solutions to meet needs; analyzing and selecting the most appropriate strategy, methodologies, and technologies to maximize the learning experience and impact, with emphasis on performance objectives, practice exercises, and skill checks. Learning solutions could include instructor-led training, one-on-one tutorials, self-paced modules, lectures, demonstrations, coaching, conferences, and workshops. Development of materials includes facilitator and participant guides, powerpoint presentations, job aids, multimedia visual aids, computer tutorials, and reference works.

5.Facilitation – facilitating instructor led training sessions covering specified areas such as new hire training, on-the-job training, refresher training, ongoing training, etc; reporting on progress of employees under guidance during training periods; assisting employees with problems concerning "how to" perform specific tasks related to their job function.

6.Measuring and evaluating – designing surveys and gathering data to answer specific questions regarding the value or impact of learning and performance solutions; focusing on the impact of individual programs and creating overall measures of system effectiveness; leveraging findings to increase effectiveness and provide recommendations for change.

7.Administration – coordinate training schedules according to the needs of the (new hire training and ongoing training), training registrations and invites, maintain LMS training records, rosters and reports, classroom set-up, scheduling of classrooms and projectors.

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