First United Bank · 5 hours ago
Mortgage Servicing Training and Development Specialist
Plano, TX
Full-time
Onsite
Entry, Mid Level
2+ years expFirst United Bank is seeking a Mortgage Servicing Training and Development Specialist who will be responsible for the development, design, and delivery of all mortgage training programs for both newly hired and existing residential mortgage staff. The role focuses on supporting all roles within the mortgage servicing platform and involves evaluating training effectiveness, coordinating with management, and overseeing training programs.
LendingFinanceBankingProperty & Casualty InsuranceFinancial ServicesInsurance
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
Qualification
Required
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
Preferred
Project Management / Change Management experience a plus, technical writing skillset a huge plus
Company
First United Bank
First United Bank is a banking company that specializes in the fields of personal banking, loans, and business loans.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$80.45M2022-02-01Series Unknown· $80.45M
Leadership Team
Tadd D. Tobkin
Executive Vice President
Recent News
2026-01-13
2025-11-11
2025-10-22
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