United Shore

  • Operations Instructional Designer

    Business Unit
    United Shore

    The Operations Content Developer 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 Content Developer will partner with all teams throughout Operations to deliver the training materials our team members need. We need a rock star team member who will work closely with other members of the Training team and leaders throughout Operations to develop training materials and Academy content. The Content Developer 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. Our ideal Content Developer 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.


    • 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
    • Acting as a backup to the trainer, which would include facilitating Initial, Ongoing, or Continuous Improvement training for various roles if needed


    • Minimum 12 mos previous experience as a Content Developer/Instructional Designer
    • Advanced experience with MS Word, Excel, and PowerPoint
    • Excellent communication and teambuilding 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
    • Maintain a positive attitude and exude confidence
    • Curiosity and willingness to seek out answers
    • Actively seek coaching and feedback
    • Solid independent work ethic
    • 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
    • Firm grasp of the English language, including proficiency in grammar, mechanics, and writing styles


    United Shore is a diverse group of over 3,000 mortgage experts, sales superstars, tech gurus, marketing whizzes and more. We’re a $40 billion and growing, family owned and operated company that still feels like family. Our award-winning workplace is 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
    • Escape room for team-building activities
    • Indoor/outdoor putting greens


    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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