Mortgage Lending Training Specialist

Reports to: Senior Director of Lending

Classification: Full-time / Exempt

Supervisory Responsibilities: None

Position Mission

The mission of the Mortgage Lending Training Specialist is to strengthen the skills, knowledge, and effectiveness of the Homewise mortgage lending team by developing and delivering high-quality training programs, documenting processes and procedures, and serving as the lead administrator for the Loan Origination System (LOS). This role bridges operational expertise with adult learning to build a capable, confident, and compliant team that delivers exceptional service to Homewise customers.

Essential Duties and Responsibilities

The Mortgage Lending Training Specialist is responsible for carrying out the following duties:

• Designs, develops, and delivers training programs for mortgage lending staff, including onboarding curricula, ongoing skills development, and regulatory compliance training.

• Creates and maintains training materials including manuals, job aids, process guides, e-learning modules, and quick-reference resources for loan processing, underwriting support, and customer service workflows.

• Conducts regular training needs assessments in partnership with the Mortgage Loan Operations Director to identify skill gaps and prioritize learning objectives.

• Facilitates both in-person and virtual training sessions for new hires and existing team members, adjusting instruction to accommodate varying experience levels.

• Serves as the primary subject matter expert and lead administrator for the Loan Origination System (LOS), including system configuration, user access management, troubleshooting, and staff support.

• Coordinates with the LOS vendor on system updates, enhancements, and issue resolution; communicates changes to staff and develops corresponding training materials.

• Documents and maintains up-to-date standard operating procedures (SOPs) for all mortgage lending processes, ensuring alignment with regulatory requirements and Homewise policies.

• Monitors and evaluates the effectiveness of training programs through assessments, observation, and performance data; continuously improves training content based on findings.

• Partners with Mortgage Loan Officers, Loan Processors, and Loan Operations leadership to ensure training reflects current best practices and regulatory expectations.

• Supports compliance training efforts related to RESPA, TRID, HMDA, and other applicable federal and state mortgage lending regulations.

• Assists in the onboarding of new lending staff, ensuring a smooth transition into their roles through structured orientation and mentorship activities.

• Uses the Homewise, Inc. STARS database system, Outlook, Calyx Loan Origination system, and other electronic tools to provide the best service to customers.

• Compliance with all applicable regulations, policies, and procedures.

Expected Outcomes

• Training programs result in measurable improvements in staff competency, accuracy, and productivity across the mortgage lending team.

• New hires reach full productivity within defined onboarding timelines and demonstrate proficiency in required systems and processes.

• The Loan Origination System operates efficiently and reliably; staff receive timely support and are kept current on system changes.

• Standard operating procedures are documented, current, and accessible to all relevant staff, reducing errors and inconsistency in loan processing workflows.

• Displays a high degree of customer service and responsiveness when supporting internal team members and working with business contacts.

Competencies

• Instructional design and facilitation. Skilled in designing effective adult learning experiences and delivering engaging training in both in-person and virtual settings.

• Technical proficiency. Demonstrated ability to learn, administer, and train others on complex software systems, particularly Loan Origination Systems.

• Communication skills. Able to clearly present information - both orally and written - and adapt communication style to diverse audiences.

• Customer service. Extremely responsive to internal team requests; exceeding colleagues' expectations. Abides by Homewise, Inc. Customer Service Standards.

• Attention to detail. Reviews work thoroughly to ensure accuracy in training content, SOPs, and system configurations.

• Problem-solving skills. Grapples to understand a problem and its underlying causes before finding a solution; applies this approach to both training gaps and system issues.

• Accountability. Embraces accountability in order to achieve meaningful results and models this for the team.

• Flexibility and adaptability. Adjusts quickly to changing priorities, system updates, and regulatory requirements. Copes effectively with complexity and change.

• Collaboration. Ability to build strong working relationships across departments and work effectively as part of a team.

• Computer skills. Competence in Microsoft Excel, Word, Outlook, Loan Origination software, Windows, and other software applications as appropriate.

• High standards. Expect personal performance and training deliverables to be nothing short of the best.

Education and Experience

• High school diploma or equivalent required; associate's or bachelor's degree in education, business, or a related field preferred

• Minimum of three years' experience in mortgage lending, loan processing, or a related financial services role required

• Experience in training, instructional design, or staff development strongly preferred

• Demonstrated experience with Loan Origination Systems required; Calyx Point experience strongly preferred

• Knowledge of federal mortgage lending regulations (RESPA, TRID, HMDA) required

• Ability to serve Spanish-speaking clients and staff in Spanish preferred

Work Schedule

• Must be able to work flexible hours, including evenings and/or weekends on occasion.

• No overtime allowed without preapproval

• Expected to be available 8:00 am to 5:00 pm mountain time

• Available for trainings as designated by HW

Physical Requirements

• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

• Must be able to occasionally lift up to 20 pounds

• Must be able to maneuver around various client business offices and workspaces.