NEO - Learning Enablement Specialist

Better Mortgage

About The Position

Better is the first AI-native mortgage and home equity finance company, revolutionizing one of the largest financial markets in the world. We make home finance radically more transparent; using AI and proprietary technology to eliminate friction from the mortgage process through our industry-leading AI platform, Tinman®, and the first voice-based AI mortgage assistant, Betsy™. Our mission is simple: make homeownership cheaper, faster and more accessible by transforming how people buy and finance homes. The facts that speak for themselves: We’ve funded over $110 billion in loans (more than any other fintech in the US!) Raised over $1.2 billion in equity capital to modernize the $15 trillion mortgage industry Better’s propriety AI platform makes us an award-winning lender: Fintech Breakthrough Award 2025: Best Lending Innovation Yahoo! Finance (Jan 2025): Best Mortgage Lender for First-Time Homebuyers – Best for quick approval Yahoo! Finance (2025): Best Online Mortgage Lender Money Magazine (2025): Best for fast closing Forbes (2023): Best Online Mortgage Lender We’re building the future of home finance - and we’re looking for smart, driven, ambitious innovators who are ready to tackle the most impactful work of their careers. Learning Enablement Specialist (Production Training and Readiness Focus) Role Overview The Learning Specialist plays a critical role in preparing new Production team members (Mortgage Advisors, Production Partners, and support roles) for success through structured onboarding, applied learning, and real-world file readiness. This role is responsible for delivering initial production training, reinforcing learning through practical application, and ensuring new hires demonstrate competency through live file reviews prior to advancing to the nesting stage. This position bridges the gap between training and production by combining facilitation, coaching, content development, and performance evaluation to ensure new hires are fully prepared to move into the training nesting environment.

Requirements

Strong understanding of Tinman, mortgage production workflows, and loan lifecycle
Experience in training, coaching, or onboarding within mortgage or financial services
Ability to evaluate loan files and provide detailed, constructive feedback
Strong facilitation and communication skills
High attention to detail with strong organizational and analytical skills
Ability to balance multiple priorities in a fast-paced environment

Responsibilities

Production Onboarding and Training Delivery
Facilitate structured onboarding programs for new Production team members, ensuring alignment with role-specific expectations, systems, and workflows.
Deliver virtual instructor-led training sessions focused on:
Loan origination processes
System navigation (e.g., Tinman, Besty, NEONet, Rovo, SalesPal, supporting tools)
Client communication best practices
Product knowledge and guidelines
Reinforce learning through scenario-based discussions, real-world examples, and guided practice.
Conduct daily or weekly training touchpoints to assess knowledge retention and readiness.
Enroll and track completion of role-specific training assigned in the Learning Hub
Live File Review and Readiness Assessment (Primary Focus)
Perform detailed reviews of live loan files submitted by new hires to assess:
Accuracy and completeness of data
Adherence to process and compliance requirements
Quality of structuring and decision-making
Alignment with investor and underwriting expectations
Complete standardized scorecards to evaluate performance and identify trends.
Provide clear, actionable feedback to new hires to improve performance and reinforce learning.
Assign and coordinate additional file reviews across reviewers when applicable.
Track performance metrics across file reviews to determine readiness for progression.
Partner with training leadership to make go/no-go recommendations for transition into the nesting stage.
Coaching and Performance Support
Conduct 1:1 and group coaching sessions based on file review outcomes and observed performance gaps.
Support new hires in translating training concepts into real-world application.
Reinforce critical thinking, decision-making, and problem-solving skills in loan structuring.
Provide targeted remediation plans for individuals needing additional support prior to nesting.
Training Program Development
Develop and enhance onboarding curriculum for Production roles, ensuring it reflects current systems, guidelines, and workflows.
Create detailed outlines and storyboards for digital learning modules (Rise, Storyline, etc.).
Continuously update training content based on:
Process changes
System updates
Feedback from Production and Operations teams
Ensure training aligns with business priorities and performance expectations.
Learning Content Creation
Design and develop high-quality learning materials, including:
Job aids
Checklists
Infographics
Bulletins
User guides and policies
Translate complex mortgage processes into clear, accessible, and actionable resources.
Ensure all materials align with content standards and are optimized for use within NEONet.
Soft Skills and Professional Development
Design and facilitate training focused on:
Client communication
Consultative selling
Time management and prioritization
Team collaboration
Integrate soft skills into production training to support a high-quality client experience.
Training Needs Analysis and Continuous Improvement
Identify training gaps through:
File review trends
Scorecard data
Feedback from leaders and participants
Recommend and implement enhancements to training programs and materials.
Develop structured upskilling pathways aligned with career progression.
Technical Writing and Documentation
Support technical writing initiatives by creating and maintaining:
Training documentation
Process guides
Knowledge base content
Ensure consistency, clarity, and usability across all documentation.
Maintain version control and alignment with current processes and systems.
Multimedia and Training Asset Management
Edit and produce training recordings using Camtasia, including:
Editing and polishing recordings
Adding bookmarks and navigation
Creating intros and outros
Publish and maintain training content libraries for ongoing access.
Communication and Engagement Support
Serve as backup support for Learning Support Administration by:
Assisting with preparation and publishing of weekly Orbit communications
Promoting awareness of training resources and updates
Help ensure Production teams remain informed, engaged, and aligned with new content and initiatives.