REL Mentor III-Mortgage Sales Trainer

Full-time - Mid Level

Vienna, VA

Credit Intermediation and Related Activities

About the position

The REL Mentor III-Mortgage Sales Trainer at Navy Federal Credit Union is a pivotal role designed to provide both individualized and group mentoring to employees within the Real Estate Lending (REL) department. This position emphasizes the sharing of best practices, lessons learned, and soft skills experiences, all aimed at delivering exceptional member service. The mentor will serve as the primary support for all employees in the REL department, guiding them in their roles and helping them respond effectively to inquiries regarding Navy Federal's mortgage products and services. The role requires maintaining subject matter expertise and may involve working alongside trainees during peak periods to ensure they receive the necessary support and guidance. In this position, the mentor will align with the REL strategy to contribute to achieving the department's objectives and key results (OKRs). They will represent Navy Federal with professionalism and positivity, fostering a performance-based, team-oriented environment. As a Change Champion, the mentor will lead initiatives and collaborate with other mentors to develop and enhance training content, ensuring that learning objectives are met from conception through production. This includes planning, coordinating, managing, and delivering various training programs, including technical, soft skills, and member service training. The mentor will also be responsible for evaluating team members' progress through regular check-ins and feedback sessions, leveraging reporting tools to identify skill gaps, and conducting call reviews to ensure quality and engagement. Continuous process improvement will be a key focus, as the mentor works to enhance operational efficiency and the quality of training materials. Additionally, the mentor will support team members post-training by providing side-by-side mentoring and will document mentorship activities and prepare necessary reports. Potential travel to designated Field Mortgage offices may be required to shadow and support other mentors, and the mentor will be responsible for reconciling travel expenses as needed.

Responsibilities

• Provide individualized and group mentoring to Real Estate Lending employees.
• Support Field team members in responding to inquiries about mortgage products and services.
• Lead and guide Loan Officers, providing advanced support.
• Collaborate with Mentor II to develop and enhance training content and techniques.
• Implement and manage effective mentorship plans for team members.
• Mentor employees on concepts, products, policies, and procedures.
• Serve as a subject matter expert regarding business functions and systems.
• Leverage reporting to identify and evaluate specific skill set gaps.
• Conduct call reviews to ensure quality and member engagement techniques.
• Drive continuous process improvement to enhance quality of work.
• Evaluate and provide individualized feedback to team members.
• Lead or participate in relevant upskilling sessions and educational opportunities.
• Support team members post-training with side-by-side mentoring.
• Document mentorship activities and prepare reports as needed.
• Potential travel to designated Field Mortgage offices for support.

Requirements

• Advanced knowledge of Real Estate Lending services, programs, policies, and procedures.
• Extensive experience in member/customer service, preferably in retail banking or financial institutions.
• Advanced skill in maintaining accuracy with attention to detail and meeting deadlines.
• Advanced skill in speaking and presenting in front of groups in a professional setting.
• Advanced skill in leading, guiding, and mentoring multi-functional teams.
• Advanced skill in capturing and translating processes into easily understood terms.
• Advanced interpersonal, verbal, written communication, and active listening skills.
• Advanced organizational, planning, and time management skills.
• Advanced skill in exercising initiative and using good judgment to make sound decisions.
• Advanced skill in applying research and interpretation of findings to respond to requests for information.
• Advanced skill in applying constructive criticism and feedback to drive performance.

Nice-to-haves

• Advanced knowledge of Navy Federal's functions, philosophy, operations, and organizational objectives.
• Advanced knowledge of Navy Federal products, services, programs, policies, and procedures.

Benefits

• Competitive hourly wage ranging from $32 to $50.
• Opportunities for professional development and training.
• Supportive work environment focused on team collaboration and member service.
• Potential for career advancement within Navy Federal Credit Union.