Remote Customer Service Manager Jobs in Riverside, CA

Position Overview

The Underwriting Trainer is responsible for the design, delivery, and ongoing support of theLender's underwriting training programs, including UW University and related curriculum for new and seasoned underwriters. This role's primary responsibility is to train, curate, and support the underwriting training program — building and maintaining curriculum, job aids, and assessments, and delivering instruction directly to underwriters at all experience levels.

This is a remote-eligible role. The Underwriting Trainer must be comfortable leading virtual classroom instruction, facilitating hands-on file work, and providing real-time coaching through remote training and collaboration platforms. Strong command of remote delivery tools, AI-assisted training resources, and virtual engagement techniques is essential to keeping trainees attentive and invested in a fully remote learning environment. The Underwriting Trainer partners closely with Underwriting leadership and Learning & Development to ensure training reflects current guidelines, tools, and quality standards.

Essential Job Functions

Training Delivery (Remote)

• Deliver virtual, instructor-led training sessions to new and seasoned underwriters using theLender's remote training and collaboration platforms.

• Lead virtual classroom instruction, workshops, and hands-on file-review exercises covering underwriting guidelines, credit analysis, and theLender systems

• Provide real-time, remote support to trainees during and after training, including system navigation and file-specific questions.

• Use screen-share, video conferencing, breakout sessions, and AI-assisted training tools to keep trainees engaged and actively participating throughout virtual delivery.

• Use LMS to track attendance and training session completion for all remote sessions.

Curriculum Curation & Development

• Curate, build, and maintain training curriculum, instructor guides, job aids, and knowledge assessments for the underwriting training program.

• Update all training materials — manuals, job aids, presentations, and knowledge checks — to reflect current guidelines, processes, and procedures.

• Partner with Underwriting leadership, subject matter experts, and Learning & Development to identify business priorities and define learning objectives.

• Support curriculum sequencing across mortgage fundamentals, credit and collateral analysis, compliance, and Non-QM/NONI product content.

Program Support

• Support day-to-day operation of the underwriting training program, including scheduling, session logistics, and materials distribution.

• Evaluate training effectiveness through feedback, knowledge-check results, and post-training performance; use findings to continuously improve materials and delivery.

• Support the evaluation and rollout of new underwriting tools.

• Perform other duties as assigned.

Essential Job Skills

• Strong analytical and credit-judgment skills, with the ability to translate underwriting guidelines into clear instructional content.

• Excellent verbal and written communication skills; comfortable presenting to and facilitating discussions with all levels of the organization.

• Confident, engaging virtual presentation and facilitation skills — this role requires holding attention and adapting delivery in real time through a screen.

• Proficient with remote training and collaboration applications (e.g., Microsoft Teams, Zoom, virtual whiteboards, LMS platforms) and AI-assisted training tools.

• Genuinely engaged in and invested in learning — stays current on new training technologies, AI tools, and instructional techniques, and applies them to keep remote training effective.

• Ability to provide outstanding customer service and coaching in a fast-paced training environment.

• Proficient with Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams) and Encompass or comparable Loan Origination Systems.

• Strong planning and organizational skills; ability to manage multiple projects and delivery priorities.

• Interpersonal skills necessary to build effective working relationships with underwriting leadership, trainees, and cross-functional partners.

Minimum Qualifications

• 3–5 years of experience underwriting mortgage loans.

• 2 years of experience delivering training, coaching, or mentoring in a professional environment.

• Experience with Non-QM underwriting is a plus, though not required.

• Demonstrated ability to deliver engaging, effective training in a fully remote environment, including comfort with remote applications and AI-assisted training tools.

• Working knowledge of mortgage underwriting guidelines and regulatory requirements (e.g., BSA/AML, RESPA, TILA).

• Experience with Encompass or a comparable Loan Origination System.

• Reliable home-office setup with a stable internet connection sufficient to support live virtual training delivery.

• Ability to handle competing priorities effectively within established timeframes.

Compensation: $40-$47 an hour