Operations Training Coordinator

Operations Training Coordinator

Company Overview

Founded in 2011, Mosaic is a rapidly growing provider of consumer lending solutions for the home energy market. Currently the largest residential solar lender by volume nationally, Mosaic is expanding into new verticals, including home improvement lending. Centrally located in beautiful downtown Oakland, we are looking for top talent to take us to the next level!

The Role

To complement our rapid growth, we are seeking an experienced and enthusiastic Training Coordinator. In this role, you will recruit new personnel and work in a highly collaborative and mutually encouraging environment to help people prosper from the growth of solar energy as well as reduce the costs of solar adoption. This position reports to the Manager of Customer Support.

Your day-to-day

  • Participate in the recruitment of new Customer Support & Loan Operations personnel
  • Ramp up new Customer Support and Loan Operations Associates through Mosaic’s accelerated onboarding process
  • Implement and lead a Quality Assurance program in our contact centers
  • Maintain repository of training materials
  • Monitoring call, document review, and transaction quality of Associates.  This will include coaching and reporting on performance to management
  • Iteration of onboarding strategies, development of new training materials, and cross-departmental collaboration where training materials might serve different partners

What you bring to the team

  • Prior training experience in a call/contact center or back office environment
  • Familiarity with contact center Quality Assurance programs, including development of scorecards and agent coaching
  • Experience with the application of knowledge base systems for training
  • Demonstrated ability to motivate and lead others
  • Analytical and problem solving abilities with a proven track record of success developing scalable processes and controls
  • Excellent written and oral communication skills
  • Ability to understand complicated concepts and relay them to department team members
  • Strong collaboration and relationship management skills

Why Mosaic

As a customer focused and driven-to-win organization, there are many exciting reasons to join the Mosaic team. We provide competitive salaries, quality healthcare, and an enjoyable, be-yourself office environment. We are deeply mission and vision driven, have generous PTO, and support flexible schedules when needed. Mosaic has a dynamic, fast-paced, and entrepreneurial environment, which requires a professional, flexible, self-starter attitude. We hire the best and the brightest, cultivating a culture of collaboration and appreciation.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 


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