Mortgage Servicing Training and Development Specialist

Job Title

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.

• 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 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.
• Assist with special projects as needed.
• Responsible for instructional design of training programs as well as facilitation to staff via classroom and virtual settings (Web Ex, 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.

• Education and
  
  Work Experience:
  
  High School Diploma or equivalent (GED) required, plus some college strongly preferred.
• Residential Mortgage
  
  Experience:
  
  Minimum 2 years preferred.
• Training Delivery
  
  Experience:
  
  Prior experience in delivery of training programs and proven ability to adapt to varying learning styles preferred.
• Technical
  
  Skills:
  
  Highly proficient with Microsoft Office Suite and 1 year experience with Articulate 360 and All Regs.
• Competencies: Superior oral and written communication skills, strong leadership and interpersonal skills, comfortable in front of large groups, ability to engage the audience, demonstrable ability to create fun and engaging content that maximizes retention, highly organized, versatile and flexible, prioritization and scheduling skills, passion for people development and customer service excellence.
• Additional
  
  Experience:
  
  Project Management or Change Management experience a plus; technical writing skill set a huge plus.

All Locations:
Plano-Parkwood

First United is an Equal Opportunity Employer. To the extent required by Federal or State law, First United does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, or any other characteristic protected by law.