Sr. Retail Support Specialist

We are seeking a Junior Trainer - Field Support Specialist to join our Operations & Training team. This role is based out of Plano, TX and requires frequent travel to support multiple field locations.

The ideal candidate will have a strong operational background and a passion for helping others succeed. This position focuses on delivering hands-on training, supporting daily workflows, and ensuring consistent execution of company processes across locations.

Field Training & Support

• Deliver on-site training to operations and administrative teams
• Provide virtual training sessions and follow-up support
• Reinforce standard procedures and daily workflows in real-time

Contracts & Documentation Support

• Train field teams on accurate and complete contract preparation
• Reinforce proper handling of lender-related documentation and required forms
• Help ensure documentation is complete, consistent, and aligned with process requirements
• Identify and correct common documentation errors
• Explain how documentation impacts approvals, funding timelines, and overall deal flow

Operational Support

• Assist field teams with process-related questions and execution
• Support error resolution and reinforce proper procedures
• Provide hands-on guidance during day-to-day operations

Coverage & Responsiveness

• Provide support coverage for locations as needed
• Assist during high-demand periods or operational gaps

Performance & Feedback

• Identify trends in operational challenges and errors
• Provide feedback to improve training and processes
• Support continuous improvement across locations

What We're Looking For

• 2+ years' experience in operations, administrative support, or similar role
• Strong understanding of workflow processes and documentation accuracy
• Experience working with contracts or structured documentation preferred
• Ability to train, coach, and communicate effectively
• Comfortable working in a fast-paced, multi-location environment
• Ability to travel approximately 75% of the time
• Must be based in or willing to relocate to Plano, TX

Technical Requirements

• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Comfortable using video conferencing tools (Teams, Zoom, etc.)
• Ability to learn and navigate operational and reporting systems
• Strong basic Excel skills (data entry, filtering, reviewing reports)
• Ability to manage email communication and scheduling independently
• Comfortable working on a laptop in both office and field environments

Preferred Qualifications

• Experience working in multi-location or field-based environments
• Prior experience training or onboarding team members
• Experience working with reporting systems or operational data
• Strong problem-solving and organizational skills

Work Environment

• Based out of Plano, TX corporate/training office
• Field-based role with frequent travel (~75%)
• Combination of in-person and virtual work
• Independent and team-based work environment

What Success Looks Like

• Accurate and complete contracts and documentation across locations
• Reduction in operational and documentation errors
• Improved efficiency in approvals and funding timelines
• Strong adoption of processes by field teams