Role and Key Responsibilities

• Needs Analysis: Conduct regular needs assessments to identify training requirements and gaps in customer care staff knowledge and skills.
• Curriculum Development: Develop and maintain comprehensive training curricula for Australian mortgage underwriting customer care, covering topics such as product knowledge, regulatory compliance, customer service best practices, and problem-solving techniques.
• Training Delivery: Deliver or oversee the delivery of training programs, utilizing a variety of instructional methods, including classroom training, e-learning, and role-playing exercises.
• Performance Evaluation: Develop and implement performance evaluation tools to measure the effectiveness of training programs and identify areas for improvement.
• Coaching and Mentoring: Provide ongoing coaching and mentoring to customer care staff, supporting their professional development and growth.
• Compliance Training: Ensure that customer care staff are adequately trained on Australian regulatory requirements, including the National Consumer Credit Protection Act (NCCP) and the Banking and Financial Services Act (BFSA).
• Quality Assurance: Monitor customer satisfaction and quality metrics to identify training opportunities and address customer concerns.
• Knowledge Management: Develop and maintain a knowledge base or resource center for customer care staff, providing easy access to information and support

Key skills & knowledge

• Experience in Australian mortgage underwriting, lending, or training roles, with at least 2 years in a training management position.
• Deep knowledge of Australian mortgage regulations, including NCCP, APRA guidelines, and responsible lending principles.
• Experience in instructional design and knowledge of adult learning principles.
• Proven track record of developing and delivering effective training programs within the mortgage or financial services industry.
• Experience in the Australian financial services industry.
• Certification in training and development (e.g., Certified Instructional Designer (CID)).
• Knowledge of adult learning theory and instructional design principles

Educational qualification: Graduation