Customer Training Manager

Essent; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Paid time off

Medical insurance

Dental insurance

Vision insurance

401(k)

Disability benefits

Job summary

Essent Group Ltd. is seeking a Customer Training Manager to design and deliver high-value mortgage operations content, including self-paced modules, digital content, webinars, and case studies, working with internal and external partners.

This role emphasizes staying current on industry trends, creating engaging training that improves knowledge retention, and measuring ROI across channels in support of Essent’s business goals.

Qualifications

• Bachelor’s degree in a related field or equivalent combined education and experience.
• 5+ years in mortgage underwriting operations and training design or writing-focused roles.
• Proficiency with Word, Excel, PowerPoint, Outlook and collaboration tools.
• Strong public speaking, facilitation, and presentation skills.
• Ability to translate FNMA/FHLMC guidelines into training content.
• Excellent communication, storytelling, and content-writing skills.
• Strong project management and ability to meet multiple deadlines.

Responsibilities

• Develop mortgage operations content and self-paced learning modules.
• Collaborate with stakeholders to identify content opportunities and learning objectives.
• Create engaging, accurate content across e-learning, webinars, videos, and case studies.
• Plan and facilitate webinars aligned to corporate goals.
• Track content performance and ROI with dashboards.

Skills

Public speaking

Facilitation

Content writing

Storytelling

Project management

Cross-functional teamwork

Confidentiality

Education

Bachelor's degree in business

Equivalent experience

Tools

Microsoft Office

PowerPoint

Excel

Outlook

Job description

Customer Training Manager

Job ID: 27785148

Work Remote: Yes

Location: Remote

Essent Group Ltd. (NYSE: ESNT) is a Bermuda-based holding company (collectively with its subsidiaries, "Essent") which serves the housing finance industry by offering private mortgage insurance, reinsurance, risk management products and title insurance and settlement services to mortgage lenders, borrowers, and investors to support homeownership. We are focused on managing risk and dedicated to serving as a strong and fair counterparty. As a company, we bring strong private capital and a commitment to risk management to the mortgage insurance industry.

This is an individual contributor position which operates under regular supervision and is responsible for development of mortgage banking operations content that will deliver content value to key Essent constituents and drive digital engagement. The Mortgage Content Manager will drive development and delivery of high-value content including self-paced learning modules, digital content, as well as crafting engaging well-researched content that is targeted, accurate, engaging and memorable.

As a dynamic and resourceful professional, we will rely on you to perform the following duties:

• Responsible for staying current on industry trends, customer challenges and high interest topics in order to build effective editorial calendars and use principals of learning theory to develop and design industry-related content that incorporates the various learning styles and provides for “hands‑on,” practical exercises.
• Collaborate with business 3rd party and internal stakeholders to research and understand customer information needs in order to identify key content opportunities and learning objectives.
• Craft interesting, well‑researched content to drive online traffic and engagement, and improve shared digital content across channels; content to include e-learning, social posts, website content, case studies, webinars, videos, presentations, and other content as needed.
• Responsible for creating and maintaining innovative, engaging e-learning and digital content on a variety of topics that address mortgage operations and or identified contents needs as well as supporting team and corporate goals.
• Coordinate with partners, thought leaders, and other third parties to produce high quality joint content programs.
• Plan, manage, and/or facilitate public or private webinars according to identified corporate, business and or marketing identified needs, objectives and priorities.
• Collaborate closely with broader marketing team members to ensure all content and deliverables aligned to communications standards are developed within brand, digital medium and style guidelines.
• Optimize delivery strategy for each piece by implementing best practices, and repeatedly test various tools, content formats, and distribution channels with various target audience segments.
• Evaluate products, programs, materials, effectiveness, learning results and facilitation relating to selected content and/or training solutions.
• Contribute to building and tracking benchmarks for measuring success and ROI and establishing dashboards that capture key metrics to highlight effectiveness and impact of content delivery.
• Perform other duties as assigned by management.

Minimum Education & Experience Requirements

• Bachelor’s degree in Business Administration, HR, OD, Psychology, Education or related discipline, or an equivalent combination of education and experience.
• 5+ years or more of experience in mortgage underwriting operations and training design, or writing-focused roles and delivery.
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, Outlook, and collaboration platforms.
• Strong public speaking, facilitation, and presentation skills with the ability to confidently deliver content to audiences ranging from frontline employees to executive leadership and external customers.
• Exceptional communication, storytelling, and content-writing skills with the ability to simplify complex mortgage concepts.
• Strong project management skills with the ability to manage multiple initiatives, and deadlines simultaneously.
• Excellent communication and collaboration skills.
• Effective facilitation and communication skills with the ability to deliver training through via various mediums.
• Ability to serve as a recognized subject matter expert on FNMA/FHLMC guidelines and effectively translate guideline changes into actionable training programs.
• Ability to create compelling presentations that drive engagement, knowledge retention, and behavioral change.
• Ability to work professionally with all levels of an organization.
• Ability to work effectively on cross-functional teams.
• Ability to maintain confidentiality.

Our commitment to your success is enhanced by our competitive salary and comprehensive benefits package including paid time off, medical, dental, vision, 401(k) and disability benefits. We work to maintain a positive environment for our employees, where people can learn and grow with the company.

Benefits

• competitive salary
• paid time off
• medical
• dental
• vision
• 401(k)
• disability benefits

Essent is an Equal Opportunity Employer.