Mortgage Servicing Training and Development Specialist
First United Bank, Plano, TX, United States
Mortgage Servicing Training and Development Specialist
The Mortgage Servicing Training and Development Specialist is responsible for development, design and delivery of all mortgage training programs for both newly hired and existing residential mortgage staff, with a focus on support all roles that fall within the mortgage servicing platform. Major duties and responsibilities include: Developing and implementing training programs for training staff. Evaluating employee training effectiveness and modifying programs accordingly. Coordinating with management staff to identify learning and development opportunities through assessment on employees' knowledge and capabilities to make recommendations for training, career development, employee engagement and performance improvement. Assisting management in overseeing training program, staff, escalations and day to day operations. Assisting management with team development and feedback. Assisting management with delegation of responsibility and assignment of staff. Maintaining training calendar. Assisting management with coordination of new hire onboarding, including daily feedback on performance, system issues and any other pertinent information needed during the new hire period for them to perform their duties. Assisting with special projects as needed. Responsible for instructional design of training programs as well as facilitation to staff via classroom and virtual settings. Development of systems hands-on exercises for the servicing platform and creation/presentation of training modules for any new releases or system updates. Create and maintain current training materials. Document changes for review during internal and external audits. Ensure training is compliant with regulations and company policies. Prepares materials, logistics and technology needs for classroom learning. Create training class schedule, develop lesson plans, track participant attendance and record content mastery results. Coach, observe and provide feedback to leadership regarding participants' consistency and adherence to specific operations role standards and skill set expectations. Proactively engage with team members and leadership to identify and assess training and developmental needs and assist in providing solutions. Actively participate in projects, change management, and process & procedure development as required. Engage and work with QC to ensure QC policy and procedures are in line with training curriculum. Manage and complete QC for the new hires and/or any other QC needed job functions as an official QC backup. Additional duties and responsibilities include: Completes all required compliance exams on a yearly basis. Dresses in accordance with First United Bank & Trust Company dress code. Adherence to all First United Policies and Procedures. Other duties as assigned by manager. Employee specifications: High school diploma or equivalent (GED) required, plus some college is strongly preferred. Minimum 2 years residential mortgage experience preferred (default servicing). Prior experience in delivery of training programs, and proven ability to adapt to varying learning styles preferred. Highly proficient with Microsoft Office Suite (Word, Power Point, Excel, Visio, Publisher). 1 year experience with Articulate 360 and AllRegs preferred. Superior oral and written communication skills as well as strong leadership and interpersonal skills, including the ability to relate to employees at all levels of the organization. Comfortable in front of large groups and ability to engage the audience with inspirational/motivational presentations. Demonstrated ability to create fun, engaging, and meaningful content that covers all learning styles and maximizes retention. Highly organized, and must be versatile and flexible based on needs of trainees. Possess the ability and willingness to prioritize, plan schedule and arrange own activities in accomplishing objectives under minimal supervision. Demonstrated passion for people development and customer service excellence. Project management / change management experience a plus, technical writing skillset a huge plus.
The Mortgage Servicing Training and Development Specialist is responsible for development, design and delivery of all mortgage training programs for both newly hired and existing residential mortgage staff, with a focus on support all roles that fall within the mortgage servicing platform. Major duties and responsibilities include: Developing and implementing training programs for training staff. Evaluating employee training effectiveness and modifying programs accordingly. Coordinating with management staff to identify learning and development opportunities through assessment on employees' knowledge and capabilities to make recommendations for training, career development, employee engagement and performance improvement. Assisting management in overseeing training program, staff, escalations and day to day operations. Assisting management with team development and feedback. Assisting management with delegation of responsibility and assignment of staff. Maintaining training calendar. Assisting management with coordination of new hire onboarding, including daily feedback on performance, system issues and any other pertinent information needed during the new hire period for them to perform their duties. Assisting with special projects as needed. Responsible for instructional design of training programs as well as facilitation to staff via classroom and virtual settings. Development of systems hands-on exercises for the servicing platform and creation/presentation of training modules for any new releases or system updates. Create and maintain current training materials. Document changes for review during internal and external audits. Ensure training is compliant with regulations and company policies. Prepares materials, logistics and technology needs for classroom learning. Create training class schedule, develop lesson plans, track participant attendance and record content mastery results. Coach, observe and provide feedback to leadership regarding participants' consistency and adherence to specific operations role standards and skill set expectations. Proactively engage with team members and leadership to identify and assess training and developmental needs and assist in providing solutions. Actively participate in projects, change management, and process & procedure development as required. Engage and work with QC to ensure QC policy and procedures are in line with training curriculum. Manage and complete QC for the new hires and/or any other QC needed job functions as an official QC backup. Additional duties and responsibilities include: Completes all required compliance exams on a yearly basis. Dresses in accordance with First United Bank & Trust Company dress code. Adherence to all First United Policies and Procedures. Other duties as assigned by manager. Employee specifications: High school diploma or equivalent (GED) required, plus some college is strongly preferred. Minimum 2 years residential mortgage experience preferred (default servicing). Prior experience in delivery of training programs, and proven ability to adapt to varying learning styles preferred. Highly proficient with Microsoft Office Suite (Word, Power Point, Excel, Visio, Publisher). 1 year experience with Articulate 360 and AllRegs preferred. Superior oral and written communication skills as well as strong leadership and interpersonal skills, including the ability to relate to employees at all levels of the organization. Comfortable in front of large groups and ability to engage the audience with inspirational/motivational presentations. Demonstrated ability to create fun, engaging, and meaningful content that covers all learning styles and maximizes retention. Highly organized, and must be versatile and flexible based on needs of trainees. Possess the ability and willingness to prioritize, plan schedule and arrange own activities in accomplishing objectives under minimal supervision. Demonstrated passion for people development and customer service excellence. Project management / change management experience a plus, technical writing skillset a huge plus.