Default Servicing Trainer

About the role

The Default Servicing Trainer is responsible for the design, development, and delivery of comprehensive training programs that support the Default Servicing organization, with a primary focus on foreclosure, bankruptcy, post-foreclosure operations, claims management, conveyance, and collateral/property preservation activities. This role collaborates closely with leaders across Foreclosure, Bankruptcy, Post-Sale, Property Preservation, and Loss Mitigation teams to ensure employees possess the knowledge, skills, and procedural expertise required to perform their responsibilities effectively, efficiently, and in compliance with investor, regulatory, and company requirements.

The Default Servicing Trainer plays a critical role in onboarding new team members, enhancing the capabilities of existing staff, and facilitating the successful implementation of process, policy, and system changes through structured learning solutions. By driving training effectiveness, operational consistency, and knowledge retention, this position helps support portfolio growth, improve quality outcomes, and ensure organizational readiness in an evolving regulatory and servicing environment.

Responsibilities

• Design, develop, and deliver comprehensive training programs for Default Servicing functions, including:
  • Foreclosure
  • Bankruptcy lifecycle and servicing requirements
  • Post-foreclosure activities (claims, conveyance, and post-sale processes)
  • Property preservation and collateral management practices
• Facilitate instructor-led, virtual, and self-paced training sessions for new hires and existing staff.
• Create structured onboarding programs tailored to specific roles within Default Servicing.
• Serve as a subject matter expert (SME) in foreclosure, bankruptcy, and post-foreclosure operations, ensuring training content reflects current processes, investor requirements, and regulatory expectations.
• Maintain up-to-date knowledge of FHA, VA, FNMA, FHLMC, and private investor guidelines related to claims, conveyance, and default servicing timelines.
• Translate complex regulatory and operational requirements into clear, practical training materials.
• Support implementation of new processes, system enhancements, and policy updates through targeted training initiatives.
• Partner with operational leaders and business analysts to ensure training aligns with workflow changes and system functionality.
• Generate and present training performance reports, learning metrics, and progress updates to management and business stakeholders.
• Reinforce adherence to updated procedures, minimizing operational risk and downstream errors.
• Partner with Quality Control and leadership teams to identify training gaps based on audit findings, error trends, and KPI performance.
• Provide targeted refresher training and coaching to address performance gaps and improve accuracy.
• Track training effectiveness through performance metrics, feedback, and post-training assessments.
• Develop and maintain training materials including:
  • Policies and Procedures
  • Process guides and job aids
  • Standard operating procedures (SOPs)
  • Reference tools for claims, conveyance timelines, and property preservation standards
• Ensure all training materials are audit-ready and aligned with internal policies and external regulations.
• Collaborate with Foreclosure, Bankruptcy, Loss Mitigation, Accounting, and Vendor Management teams to ensure alignment across functions.
• Support consistent training standards across geographically dispersed and cross-functional teams.
• Support organizational change management efforts by developing communication, training, and reinforcement strategies that drive successful adoption of new processes and technologies.

Qualifications

• Bachelor's Degree directly related to the position or equivalent, required in Business, Finance, Training & Development, or related field preferred, or equivalent experience.
• Minimum 7+ years of mortgage servicing experience, with strong focus in:
  • Bankruptcy
  • Foreclosure and post-foreclosure operations
  • Claims and conveyance processes
• Prior experience in training, coaching, or curriculum development preferred.
• Demonstrated knowledge of default servicing regulations, investor guidelines, and timelines.
• Minimum three years supervisory or leadership experience.
• Strong presentation and facilitation skills; ability to engage both virtual and in-person audiences.
• Highly organized with strong attention to detail and documentation standards.
• Proficiency in Microsoft Office Suite and learning management systems (LMS) preferred.
• Strong collaboration and communication skills across all levels of the organization.
• Ability to translate complex processes into clear, structured training content.
• Analytical mindset with ability to identify trends in errors and performance gaps.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, metrics-driven environment.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications.
• Commitment to company values:
  • 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.

Requirements

• Mobility in an office and classroom training setting.
• Ability to operate standard office equipment and keyboards.
• 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).
• Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.
• Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
• Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
• Travel 5-10%.
• Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
• Work is primarily performed during the business week, Monday - Friday; occasional night or weekend may be necessary.

Pay

This role is an exempt position with a targeted salary range of $73,179 to $102,908 annually. 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.

Benefits

• Medical, dental, and vision insurance
• Life insurance
• AD&D (Accidental Death & Dismemberment) insurance
• LTD (Long-Term Disability) insurance
• 401(k) with employer match