Content Specialist

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Content Specialist plays an important role in the organization by performing a number of activities related to the company’s retail sales training function. The role is responsible, under intermittent to limited supervision, for creating and maintaining training content that equips the sales team with the knowledge and skills needed to excel in their business. This role works closely with cross-department teams and training professionals to develop a wide range of training materials including, but not limited to job aids, knowledge articles, SharePoint sites, slide decks, video creation and editing, and e-learning courses.

This position primarily supports our Regional Sales Training Team, Salesforce Consultants, and the Elevate Coaching Program, in addition to collaboration with our Marketing, Operations, Reverse Mortgage and Joint Venture teams.

Compensation

This role is a non-exempt position with a Targeted Salary Range of $30/hr - $36/hr.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Essential Functions

• Content creation: Develop and maintain engaging, informative, and on-brand training content that caters to various learning This may include, but is not limited to new hire training materials, knowledge articles, SharePoint sites and resources, and content to support internal communication.
• Content maintenance: Regularly review and update all training materials to support campaigns, system enhancements, sales strategies and best practices, and company regulatory updates.
• Content accessibility: Find ways to ensure that materials are easily accessible to employees in our LMS, SharePoint and other appropriate channels.
• Collaboration: Work closely with internal communication specialists to support announcements with appropriate job aids, images and knowledge articles. Work with subject matter experts from training and marketing teams to gather content requirements and ensure accuracy in messaging.
• Quality assurance: Conduct regular reviews and quality checks to ensure accuracy, consistency and effectiveness of training content.
• Feedback integration: Gather feedback from trainers and teammates to make necessary adjustments and improvements to training programs and materials.

Qualifications

• Bachelors Degree directly in a relevant field (Communications, Marketing, Education, Instructional Design) or equivalent, required.
• Minimum three years total work experience in positions with responsibility for processing mortgage foreclosures associated documents and timelines.
• Minimum two years' experience in the mortgage industry.
• Minimum three years' experience in content creation or training/education related role.
• Proven experience in content development and instructional design, preferably in the mortgage or financial services industry.
• Strong writing, editing, and visual design Experience with video editing and ADA standards preferred.
• Proficiency in using content authoring tools, learning management systems, and multimedia software.
• Works with a strong sense of urgency and responsiveness.
• Passionate about delivering excellence in customer service.
• Proficiency with data entry, PDF software programs, Microsoft Word, Excel, and PowerPoint required.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company
• Customer Service - Proactive attention to each person
• Integrity - Do and say what's right
• Respect - Treat others with dignity
• Collaboration - Listen and work together
• Learning - Seek knowledge and strive for improvement
• Excellence – Deliver the unexpected

Supervision

• Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may recommend changes and enhancements based on analysis and evaluation of circumstances

• Complexity: General precedents may exist for most problems; conducts independent research/analysis to identify the appropriate approach

• Impact: Decisions and actions primarily impact own work with limited impact on peers in their area, contributes as team member rather than leader

• Interaction/Supervision: Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications

Requirements

• Physical: Work is primarily sedentary; mobility in an office setting.
• Manual Dexterity: Frequent use of computer keyboard and mouse.
• Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• Environmental: Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
• Travel: 20-50%
• Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
• Schedules: Work is primarily performed during the business week, Monday - Friday.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: CONTE018552