Job Summary

The Training Support Specialist shall serve as the first point of contact for Team Members within retail branches to provide post-training assistance with systems, processes and procedures and navigating the organization. The Training Support Specialist shall serve as a subject matter expert in all systems, processes and procedures utilized by retail originators.

Summary of Role and Responsibilities

• Respond to all requests received within the Branch Support ticketing system within no more than 2 business hours of receipt.
• Utilize screen sharing, phone or email to assist originators with system navigation, file input, process and procedure questions.
• Coordinate the handoff of technical issues to IT Helpdesk.
• Coordinate the handoff of complex product questions to the Credit Administration team.
• Assess potential knowledge gaps within the sales force and partner with management and training to provide the appropriate education opportunities.
• Maintain all processes and procedure documents for Retail Sales.
• Partner with Management to rollout process and procedure changes to all retail originators.
• Utilize feedback from retail originators to serve as an advocate for continuous improvement of training materials and origination processes.
• Actively maintains a working knowledge of MiMutual systems, processes and procedures.

Minimum Knowledge, Skills and Abilities

• Intermediate knowledge in Microsoft Word, Excel, PowerPoint, Outlook and Internet Explorer
• Exceptional problem solving capabilities
• Exceptional customer service
• Ability to positively project the Company

Experience and Education Requirements

• Five + years of experience in an origination, processing or mortgage operations role
• High school diploma or equivalent

Work Environment

Work is performed within an office environment, with standard office equipment available.