The Role
Lead the design, development, and continuous improvement of training, job aids, e-learning, and process documentation for operational mortgage teams. Partner with SMEs to translate underwriting, QC, and regulatory changes into clear, practical learning materials, assess training needs, evaluate effectiveness, and maintain content governance within the HUB to support onboarding and performance.
Summary Generated by Built In
The Instructional Design Lead owns the design, development, and continuous improvement
of training content, job aids, and process documentation for Benchmark’s operational
teams.
This position translates underwriting guidance, QC feedback, and operational changes into
clear, practical learning materials that reflect real-world execution. Working closely with
processing, underwriting, and other business partners, the role ensures documented
workflows stay accurate, accessible, and current, and that training measurably supports
performance and onboarding.
Ideal candidates pair strong instructional design and technical-writing skills with enough
operational mortgage knowledge to make training accurate and credible to the teams who
use it.
of training content, job aids, and process documentation for Benchmark’s operational
teams.
This position translates underwriting guidance, QC feedback, and operational changes into
clear, practical learning materials that reflect real-world execution. Working closely with
processing, underwriting, and other business partners, the role ensures documented
workflows stay accurate, accessible, and current, and that training measurably supports
performance and onboarding.
Ideal candidates pair strong instructional design and technical-writing skills with enough
operational mortgage knowledge to make training accurate and credible to the teams who
use it.
Key Responsibilities
- Lead the design, development, and continuous improvement of training programs, courses, and learning materials for operational teams, utilizing instructional design methodologies and adult learning best practices.
- Develop, update, and maintain Quick Reference Guides (QRGs), job aids, HUB pages, e-learning modules, and process documentation across multiple formats and delivery channels.
- Partner with subject matter experts across processing, underwriting, and other business functions to capture accurate workflows and translate complex processes into clear, practical, and actionable learning content.
- Conduct training needs assessments to identify skill gaps, knowledge deficiencies, and performance improvement opportunities, and recommend targeted learning solutions.
- Translate underwriting guidance, quality control (QC) feedback, regulatory updates, and operational changes into effective training materials, process documentation, and learning resources.
- Evaluate training effectiveness through learner feedback, assessments, performance metrics, and operational outcomes, and continuously refine content based on results.
- Ensure all training materials accurately reflect current operational workflows, policies, procedures, and business practices.
- Identify gaps in documented processes, training content, and operational execution, and implement updates to improve consistency, efficiency, and knowledge transfer.
- Maintain training content within the BM HUB, ensuring proper organization, version control, accessibility, and ongoing content governance.
- Monitor recurring operational issues and performance trends, providing recommendations to enhance training programs, process documentation, and workflow execution.
- Support onboarding materials, new hire training initiatives, and targeted learning programs as needed to meet business and operational objectives.
- Perform other duties and responsibilities as assigned.
Skills, Knowledge and Expertise
- Strong knowledge of instructional design methodologies and adult learning principles, including ADDIE or comparable instructional design frameworks.
- Proficiency with content authoring and e-learning development tools such as Articulate, Captivate, or similar platforms, with the ability to manage multiple projects, priorities, and deadlines simultaneously.
- Working knowledge of residential mortgage operations sufficient to develop training materials that are accurate, practical, and credible to end users.
- Excellent written communication skills, with the ability to create clear, organized, and user-focused documentation tailored to the needs of the intended audience.
- Demonstrated ability to translate complex operational, regulatory, and underwriting guidance into practical, easy-to-understand instructional materials and learning deliverables.
- Strong collaboration, organizational, problem-solving, and critical-thinking skills, with the ability to partner across departments, interpret business needs, and develop effective training solutions.
- Proficiency with SharePoint, Microsoft Office Suite, and other tools used to create, manage, and distribute learning content and documentation.
Experience Requirements:
- Minimum of five (5) years of experience in instructional design, training development, technical writing, learning and development, or a related field.
- Experience developing training programs and learning materials within a mortgage, financial services, or other highly regulated operational environment is preferred.
- Familiarity with SharePoint, learning management systems (LMS), content authoring tools, and e-learning development platforms is preferred.
- Demonstrated experience creating process documentation, job aids, training curricula, and knowledge resources that support operational excellence and employee performance.
Benefits
- Above market salary
- HMO on Day 1 for principal and two dependents
- Government-mandated benefits
- Performance-based Incentives
- Quarterly Company Events
- 1,000 PHP De Minimis
- Equipment and software provided
About
NightOwl Consulting was born from the desire for more! As prior clients of a BPO, we found ourselves struggling with support, understanding of our business industry, and the treatment of our global family… from this, NightOwl Consulting was born. Our mission is to connect companies with world-class talent with the overall vision to build a global family that aspires to reach its highest potential.
Skills Required
- Minimum of five (5) years of experience in instructional design, training development, technical writing, learning and development, or a related field
- Strong knowledge of instructional design methodologies and adult learning principles (e.g., ADDIE)
- Proficiency with content authoring and e-learning development tools such as Articulate, Captivate, or similar platforms
- Working knowledge of residential mortgage operations sufficient to develop accurate, practical training materials
- Excellent written communication skills and ability to create clear, user-focused documentation
- Proficiency with SharePoint and Microsoft Office Suite for creating, managing, and distributing learning content
- Experience developing training programs and learning materials within a mortgage, financial services, or other highly regulated operational environment
- Familiarity with SharePoint, learning management systems (LMS), content authoring tools, and e-learning development platforms
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The Company
What We Do
NightOwl Consulting helps businesses and people realize new possibilities by connecting companies with world-class talent and building a global family that aspires to reach its highest potential.
