Instructional Designer

Role Overview

• 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.

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.
• 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.

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