Mortgage Servicing Training and Development Specialist

About the role

The Mortgage Servicing Training and Development Specialist is responsible for developing, designing, and delivering training programs for both newly hired and existing residential mortgage staff. The role focuses on supporting all roles within the mortgage servicing platform.

Responsibilities

• Developing and implementing training programs for Training Staff.
• Evaluate employee training effectiveness and modify programs accordingly.
• Cook up 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.
• Aid Management in overseeing training program, staff, escalations and day-to-day operations.
• Aid Management in team development and feedback.
• Aid Management with delegation of responsibility and assignment of staff.
• Maintain Training Calendar.
• Aid 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.
• Aid with special projects as needed.
• Responsible for instructional design of training programs as well as facilitation to staff via classroom and virtual settings (WebEx, Teams, Cisco Jabber) within the designated departments.
• Coach employees upon hire and, in partnership with Servicing Management, provide guidance and assistance to existing employees as needed when questions or issues arise.
• Develop 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 (participant guides, handouts, FAQs, job aids, etc.).
• Document changes for review during internal and external audits. Ensure training is compliant with regulations and company policies.
• 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.
• 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.

Employee Specifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• A High School Diploma or equivalent (GED) is 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).
• One Year experience with Articulate 360 and AllRegs preferred.

Technical/Functional Competencies

• 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.