United Shore

  • Operations Trainer

    Business Unit
    United Shore

    The Operations Trainer is responsible for many different supporting teams that are one of the fastest growing areas within United Shore. Operations is home to over 650 team members, and more than 20 distinct roles. Our Operations Trainer will partner with teams all throughout Operations to deliver the training and reference materials our team members need. We need a rock star trainer who will work closely with members of the training team and leaders throughout Operations to develop and deliver training new and ongoing training. The Operations Trainer will be expected to create and maintain training materials, internal team process documentation, and job aids utilizing programs within the Microsoft suite like PowerPoint, Word, and Excel. The Operations trainer will also be responsible for creation and delivery of Initial, Ongoing and Continuous Improvement training for multiple roles throughout our Operations teams. The ideal candidate is someone who has a clear understanding of the mortgage lending process, is known for their high level of communication, and possesses advanced writing and computer skills.


    • Facilitating Initial, Ongoing, and Continuous Improvement training for various roles
    • Partnering with Training and Operations leadership to provide accurate, relevant, and effective training
    • Designing and developing Initial, Ongoing and Continuous Improvement training for various roles throughout Operations
    • Collaborating with call coaches and call scorers about Client Service opportunities
    • Collaborating with fellow trainers on projects that help meet the needs of teams both within and outside of Operations
    • Developing new training courses which include course designs, activities, and all related materials (i.e. PowerPoints, job aids, and any materials necessary to participate in activities)
    • Developing Academy content including assessments, technology announcements, surveys, and more
    • Attending and evaluating trainings using a peer-to-peer evaluation form
    • Analyzing metrics to identify training and coaching opportunities


    • Minimum 12 mos previous experience as a trainer
    • Advanced experience with MS Word, Excel, and PowerPoint
    • Excellent communication and team building skills
    • Strong written & verbal communication skills
    • Ability to handle multiple competing priorities in a rapidly changing environment and meet tight deadlines
    • Strong collaboration with team members, trainers and leaders across all of Operations and Training
    • Consistently hit monthly goals
    • Curiosity and willingness to seek out answers
    • Maintain a positive attitude and exude confidence
    • Solid independent work ethic
    • Actively seek coaching and feedback
    • Consistently go above and beyond
    • Live and breathe our values
    • Approach tasks and projects with a Yes Mentality
    • Position requires onsite attendance



    • Previous mortgage industry experience



    United Shore is a diverse group of over 2,700 mortgage experts, sales superstars, tech gurus, marketing whizzes and more. We’re a $30 billion and growing, family owned and operated company that still feels like family. Our award-winning workplace just happens to be home to the #1 wholesale mortgage lender in the nation, United Wholesale Mortgage. And we believe in setting our team members up for success by creating a unique, energetic culture where you can be yourself and still reach your professional goals.


    Here are some of the reasons you’ll love working here:

    • Free fruit, soft drinks and coffee
    • Gourmet cafeteria featuring homemade breakfast, lunch and a stationary food truck featuring $1 sliders
    • Wellness area including an in-house primary-care doctor’s office, full-time massage therapist and hair salon
    • Large, state-of-the-art fitness center with a full-size basketball court, outdoor sand volleyball court, plus Zumba and yoga classes
    • Convenience store featuring grab-and-go snacks
    • In-house Starbucks and indoor/outdoor café with Wi-Fi
    • Lawn vouchers to concerts at DTE Energy Music Theatre
    • Escape room for team-building activities
    • Indoor/outdoor putting greens
    • Bicycle-sharing program with bike and jogging paths


    All the above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job related instructions as requested by their supervisor, subject to reasonable accommodations. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. United Shore Financial Services is an Equal Opportunity/Affirmative Action Employer.


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