Senior REL Mentor-Mortgage Sales Trainer

To provide individualized and group mentoring to Real Estate Lending employees sharing best practices, lessons learned, and soft skills experiences with an emphasis on providing exceptional member service. To serve as primary mentor, providing support, coaching, and mentoring to all employees within Real Estate Lending department. To support Field team members in responding to inquiries and requests from members and other individuals about Navy Federal mortgage products and services. To lead and guide Loan Officers and Field Mentor Is, providing advanced support. Level II requires travel to various mortgage sections across the country. For most business units with member-facing roles, may be called on to work alongside trainees during periods of high volume and therefore must maintain SME knowledge/expertise.

• Align with REL Strategy to support and contribute to achieving REL OKRs
• Represent Navy Federal with a positive and professional demeanor while contributing to a performance-based, sharing, team-oriented workplace
• Act as a Change Champion for all projects and initiatives within the business unit and/or across the organization
• Develop and enhance training content and technique to ensure that learning objectives meet training requirements from conception through production stages by planning, coordinating, managing & delivering (technical, soft skill, skill builder and/or member service) training programs; to also include ad hoc training
• Implement, and manage effective mentorship plan for team members; conduct visits and virtual check-ins to gauge progress. Mentor employees on the concepts, products, policies, procedures and equipment used in the position
• Establish and develop long-term partnership relationships with RMs, SMs, SMOs, and BDOs of designated teams to identify unique needs and challenges; develop and implement a strategy to drive excellence in production KPIs, SLAs, and to fill skill-set gaps. 
• Serve as subject matter expert regarding business functions, systems, policies and/or procedures; analyze changes to determine their impact on the functions of the section
• Leverage reporting to identify and evaluate specific skill set gaps
• Conduct Verint call reviews to ensure quality, call finesse, member engagement techniques, accuracy of communication; ensure team member has knowledge and skills in conflict resolution techniques
• Involved in driving continuous process improvement to enhance quality of work for all related parties; maintain high operational efficiency, including quality of training materials 
• Evaluate and provide individualized feedback to team members; share results with supervisors 
• Direct up-to-date information sharing between Field Mentors, Supervisors, and their teams; guide through loan program changes, automated system changes, underwriting and documentation, etc.
• Travel to designated Field Mortgage offices to mentor and provide support 
• Coordinate and manage business-related travel and travel expenses, to include booking flights, lodging, rental cars; adhering to and managing per diem; reconciling Navy Federal-issued PCards; sufficiently documenting and maintaining travel expense records 
• Individually or jointly lead or participate in relevant in-person and virtual upskilling sessions and other team member educational opportunities within Field Mortgage. Support team members post-training by providing side-by-side mentoring
• Demonstrate high emotional intelligence to “read the room” and decide if and when to pivot presentation approach to keep the audience engaged and actively participating 
• Document mentorship activities and prepare reports as needed
• Train and mentor Field Mentor I employees
• Perform other duties as assigned

• Confidence and ability to provide support, direction, and encouragement to employees in leadership positions
• Expert knowledge of Real Estate Lending services, programs, policies, procedures, and mortgage operations
• Extensive experience in member/customer service preferably in a retail banking or financial institution
• Advanced knowledge of Navy Federal's functions, philosophy, operations, and organizational objectives
• Advanced knowledge of Navy Federal products, services, programs, policies, and procedures
• Expert skill maintaining accuracy with attention to detail and meeting deadlines
• Expert ability to compile, organize, and present information clearly and concisely in front of groups 
• Proven skill at leading, guiding and mentoring
• Expert skill leading and guiding multi-functional teams to ensure timely and accurate outcomes
• Expert interpersonal, verbal, written communication, and active listening skills
• Expert organizational, planning and time management skills
• Proven skill e