SUMMARY

The Mortgage Servicing Trainer 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 for Customer Service, Loss Mitigation, Foreclosure Bankruptcy and Vendor Management.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

• 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
• Coaches employees upon hire and, in partnership with Servicing Managment, provides 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
• Manage and complete QC for the New Hires

ADDITIONAL DUTIES AND RESONSIBILITIES

• 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.

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, Power Point, 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

Physical Working Conditions

• This is somewhat sedentary work that requires the following physical activities:
• Sitting or standing for long periods, walking, finger dexterity, feeling, repetitive motions, talking hearing, and visual acuity including close vision.
• Occasional lifting (up to 10 pounds of computer equipment or paper).
• May be required occasionally to stoop or kneel.
• Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Working Conditions

• Normal Office environment.
• Moderate noise level.

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.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at for assistance.