Mortgage Servicing Training and Development Specialist

First United Bank•Plano, TX

101d•Onsite

About The Position

The Mortgage Servicing Training and Development Specialist is responsible for the development, design, and delivery of all mortgage training programs for both newly hired and existing residential mortgage staff, with a focus on supporting all roles within the mortgage servicing platform. This role involves creating and implementing training programs, evaluating their effectiveness, and coordinating with management to identify learning and development opportunities. The specialist will also assist management in overseeing training operations, team development, and new hire onboarding. A key aspect of the role is instructional design and facilitation, both in classroom and virtual settings, as well as developing systems exercises and maintaining training materials. The position requires ensuring training compliance with regulations and company policies, preparing logistics for training sessions, and providing feedback to leadership on participant performance. Additionally, the specialist will engage with QC to align policies with training curriculum and may act as a QC backup.

Requirements

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.

Nice To Haves

some college
Minimum 2 years Residential Mortgage experience (Default Servicing)
Prior experience in delivery of training programs, and proven ability to adapt to varying learning styles
1 Year experience with Articulate 360 and AllRegs
Project Management / Change Management experience
technical writing skillset

Responsibilities

Developing and implementing training programs for Training Staff.
Evaluate employee training effectiveness and modify programs accordingly.
Coordinate 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.
Assist Management in overseeing training program, staff, escalations and day to day operations.
Assist Management in team development and feedback.
Assist Management with delegation of responsibility and assignment of staff.
Maintain Training Calendar.
Assist Management with Coordination of New Hire on boarding, including daily feedback on performance, system issues and any other pertinent information needed during the new hire period for them to perform their duties.
Assist 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.
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 (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.
Prepares materials, logistics and technology needs for classroom learning, including assembly of position-specific manuals, Training Room reservations, securing IT equipment, system access, etc.
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.
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.