Mortgage Servicing Training and Development Specialist

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 supporting all roles that fall within the mortgage servicing platform. MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS) Develop and implement 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 of employees’ knowledge and capabilities, and 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 (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 create/present training modules for any new releases or system updates. Create and maintain current training materials (participant guides, handouts, FAQs, job aids, etc.) and document changes for review during internal and external audits. Ensure training is compliant with regulations and company policies. Prepare materials, logistics and technology needs for classroom learning, including assembling 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.

ADDITIONAL DUTIES AND RESPONSIBILITIES

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

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 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, PowerPoint, Excel, Visio, Publisher). 1 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. NOTE: This job description is not intended to be all‑inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization. Plano‑Parkwood If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at View email address on click.appcast.io for assistance. 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. #J-18808-Ljbffr First United Bank and Trust