Summary
The Training & Development Specialist is responsible for developing, delivering, and continuously improving training programs that prepare team members to perform their roles confidently, accurately, efficiently, and in accordance with Company, investor, agency, regulatory, and client requirements. This position serves as a key connection between operational knowledge and employee performance, ensuring team members not only understand what to do, but also understand why it matters and how their work impacts the borrower, our clients, and the Company
The Specialist owns the training lifecycle from new hire onboarding and role-specific training through continuing education, cross-training, system training, process changes, remedial training, and ongoing professional development. The role partners closely with all levels to identify training needs, develop effective learning solutions, and ensure training remains current as procedures, technology, regulations, investor requirements, and business needs evolve
A critical responsibility of this position is ensuring that training produces measurable results. The Specialist evaluates employee understanding and readiness through knowledge assessments, practical exercises, observation, quality results, performance trends, and post-training follow-up. Training does not end when a class is completed. The Specialist follows employees into production, identifies knowledge or performance gaps, provides targeted coaching or refresher training, and partners with leadership to determine whether additional training, process clarification, or other corrective action is needed
The Specialist develops and maintains training materials, facilitator guides, job aids, reference materials, knowledge resources, assessments, and other learning content to create a consistent and scalable training experience across the organization. The Specialist is expected to challenge outdated training methods, identify opportunities to simplify complex processes, incorporate technology and modern learning tools, and continuously improve how information is delivered and retained
Success in this role is measured by employee readiness, knowledge retention, training effectiveness, speed to proficiency, quality improvement, reduction in repeat errors, successful adoption of operational changes, and the overall impact training has on employee performance and the borrower and client experience. The Specialist is expected to bring energy, creativity, accountability, and a continuous improvement mindset to the learning environment while helping build a culture where employees are equipped and encouraged to continually become better at what they do
Core Competencies:
- Facilitation & Presentation: Delivers engaging, clear, and effective training to employees with varying levels of experience and learning styles. Creates an environment that encourages participation, questions, practical application, and knowledge retention
- Communication: Communicates complex servicing concepts, policies, procedures, regulatory requirements, and system processes in a manner that is easy to understand and apply. Demonstrates strong written, verbal, and interpersonal communication skills
- Coaching & Development: Provides constructive feedback, individualized coaching, and targeted development designed to strengthen employee knowledge, confidence, and performance
- Operational Knowledge: Develops and maintains a strong understanding of mortgage servicing operations, systems, procedures, compliance requirements, and the borrower experience to ensure training accurately reflects how work should be performed
- Training Effectiveness: Evaluates whether training is producing the intended results through assessments, employee observation, quality results, operational performance, feedback, and post-training follow-up
- Continuous Improvement: Regularly evaluates training programs, materials, delivery methods, and results to identify opportunities to improve effectiveness, reduce time to proficiency, and strengthen employee performance
- Instructional Design: Translates policies, procedures, system functionality, regulatory requirements, and operational processes into structured, practical, and engaging learning experiences
- Critical Thinking & Problem Solving: Identifies the underlying causes of knowledge and performance gaps and determines whether the appropriate solution is training, coaching, process clarification, improved documentation, system enhancement, or escalation to leadership
- Quality & Accuracy: Maintains a high level of accuracy when developing and delivering training content and ensures materials remain aligned with current Company procedures, regulatory requirements, investor guidelines, and operational practices.
- Planning & Organization: Effectively manages training calendars, new-hire programs, continuing education, competing priorities, content development, assessments, follow-up activities, and special training initiatives
- Adaptability: Quickly responds to changes in regulations, procedures, technology, client requirements, systems, and business priorities and translates those changes into effective employee training
- Collaboration: Builds strong partnerships with Operations, Quality Assurance, Compliance, Human Resources, leadership, and subject matter experts to ensure training accurately reflects business requirements and addresses identified performance needs
- Technology & Innovation: Effectively utilizes learning platforms, presentation tools, servicing systems, artificial intelligence, video, digital learning resources, and other technology to improve the quality, scalability, and effectiveness of training
- Ownership & Accountability: Takes responsibility for the effectiveness of assigned training programs from development through delivery and post-training evaluation. Proactively follows through on identified gaps rather than considering training complete when the classroom session ends
- Employee & Borrower Experience Focus: Recognizes that well-trained employees create better borrower and client experiences. Designs and delivers training that reinforces professionalism, empathy, ownership, accuracy, and effective communication
- Professionalism & Leadership: Demonstrates integrity, sound judgment, confidentiality, positivity, and professionalism while serving as a trusted resource and example for employees throughout the organization
Supervisor Responsibilities (if applicable):
Duties/Responsibilities
- Develop, deliver, and continuously improve comprehensive training programs for new hires, existing team members, and leaders across Mortgage Servicing operations.
- Facilitate engaging instructor-led, virtual, individual, and hands-on training that prepares team members to confidently and accurately perform their assigned responsibilities
- Own the new-hire training experience from initial orientation through role-specific training, assessment, transition to production, and post-training follow-up.
- Partner with department leaders and subject matter experts to develop role-specific training plans that establish the knowledge, skills, systems, procedures, and performance expectations required for each position
- Develop and maintain training curricula, facilitator guides, presentations, job aids, process guides, reference materials, assessments, exercises, simulations, and other learning resources
- Ensure training materials remain accurate and current with Company policies and procedures, regulatory requirements, investor and agency guidelines, client requirements, system enhancements, and operational changes
- Maintain organized version control and regularly review existing training materials to identify outdated, conflicting, unnecessary, or incomplete content
- Develop and administer knowledge assessments, practical exercises, system simulations, and proficiency evaluations to measure employee understanding and readiness for production
- Establish clear proficiency standards for training programs and objectively evaluate whether employees demonstrate the knowledge and skills necessary to successfully transition into their assigned roles
- Monitor employees following completion of training to evaluate knowledge retention, application of learned skills, and successful transition into production.
- Conduct structured post-training follow-up, including 30-, 60-, and 90-day reviews when appropriate, to evaluate training effectiveness and identify additional development opportunities
- Partner with operational leadership and QA to review quality results, repeat errors, borrower complaints, performance trends, audit findings, and other indicators that may identify training or knowledge gaps
- Analyze performance issues to determine whether the root cause is a training deficiency, knowledge gap, unclear procedure, system limitation, process breakdown, or individual performance issues
- Develop and deliver targeted refresher training, remedial training, coaching, and continuing education based on identified performance trends and operational needs.
- Track recurring errors and training opportunities and proactively recommend solutions designed to prevent repeat issues rather than repeatedly correcting individual occurrences
- Develop training for new systems, system enhancements, processes, products, clients, policies, procedures, regulatory changes, investor requirements, and Company initiatives prior to implementation
- Participate in implementation and change-management initiatives to ensure training requirements are identified early, and employees are appropriately prepared before operational changes go live
- Partner with Compliance and operational subject matter experts to translate complex regulatory, investor, agency, and Company requirements into practical training employees can understand and apply
- Maintain working knowledge of mortgage servicing operations and continually expand subject matter expertise across areas supported by the training function.
- Conduct regular needs assessments with department leadership to identify current and anticipated training needs and develop appropriate learning solutions
- Maintain an annual and ongoing training calendar that addresses new-hire training, regulatory requirements, continuing education, cross-training, system training, refresher training, and identified operational needs
- Maintain accurate training records, attendance, assessment results, proficiency documentation, certifications, and other required training documentation
- Provide leadership with meaningful reporting regarding training activity, completion, assessment results, employee readiness, identified knowledge gaps, post-training performance, and overall training effectiveness
- Measure the effectiveness of training programs using meaningful performance indicators such as knowledge retention, speed to proficiency, quality results, repeat-error reduction, employee performance, and operational outcomes
- Solicit feedback from trainees, leaders, and business partners and use that feedback to continuously improve training content and delivery
- Identify opportunities to reduce the amount of time required for employees to become proficient without sacrificing quality, compliance, employee confidence, or the borrower experience
- Incorporate adult-learning principles and varied instructional techniques to accommodate different learning styles and improve employee engagement and retention
- Leverage technology, artificial intelligence, video, interactive learning, knowledge resources, and other modern training tools to improve the effectiveness, consistency, and scalability of employee development
- Identify opportunities to automate or streamline training administration, content creation, assessments, reporting, and ongoing knowledge reinforcement.
- Promote cross-training and knowledge sharing to strengthen organizational depth, operational flexibility, and business continuity
- Serve as a trusted training resource for employees and leaders by providing accurate guidance, researching questions, and ensuring unresolved questions are directed to the appropriate subject matter expert
- Reinforce Company expectations for borrower experience, ownership, empathy, professionalism, accuracy, compliance, and effective communication throughout all training programs
- Help employees understand not only the technical requirements of their positions, but how their individual actions impact borrowers, clients, coworkers, financial performance, regulatory compliance, and the overall success of the Company
- Create a positive and engaging learning environment to encourage questions, participation, accountability, continuous improvement, and professional growth
- Support internal audits, regulatory examinations, investor reviews, client reviews, and other requests by providing training records, curricula, completion documentation, and evidence of training activities as required
- Maintain confidentiality of employee, borrower, client, Company, and financial information and ensure training materials appropriately protect confidential and sensitive information
- Remain current on training best practices, mortgage servicing developments, regulatory changes, technology advancements, and emerging learning methodologies
- Perform other duties, special projects, and organizational training initiatives as assigned
Education, Experience and /or Skills
Education
- High School Diploma or equivalent required
- Associate's or Bachelor's degree in Education, Training and Development, Business Administration, HR, Organizational Development, Finance, or a related field preferred
- Relevant mortgage servicing, training, facilitation, instructional design, or employee development experience may be considered in lieu of formal post-secondary education
- Professional certifications in training, adult learning, instructional design, mortgage banking, or related disciplines are preferred
Experience
- Min of 3 years of mortgage servicing, financial services, training, learning and development, or related professional experience preferred
- Prior experience delivering instructor-led, virtual, individual, or hands-on employee training strongly preferred
- Mortgage servicing experience and working knowledge of servicing operations, borrower interaction, default servicing, loan administration, or related functions strongly preferred
- Experience developing training curricula, presentations, facilitator guides, job aids, assessments, reference materials, and other learning resources.
- Experience training employees on operational procedures, systems, regulatory requirements, policies, and process changes
- Experience evaluating employee knowledge, proficiency, and readiness through assessments, observation, practical exercises, quality results, or other performance measures
- Experience providing employee coaching, remedial training, refresher training, and post-training follow-up
- Experience partnering with operational leaders, QA, Compliance, HR, and subject matter experts to identify and address training needs
- Experience supporting new system implementations, process changes, organizational initiatives, or change-management activities through employee training preferred
- Experience with Learning Management Systems, digital learning platforms, video-based learning, or other training technologies preferred
Skills & Abilities
- Strong presentation and facilitation skills with the ability to engage employees with varying levels of experience, knowledge, and learning styles
- Ability to translate complex mortgage servicing concepts, procedures, regulatory requirements, and system processes into clear, practical, and easily understood training
- Strong written communication skills with the ability to develop professional, accurate, and effective training materials
- Strong coaching and interpersonal skills with the ability to provide constructive feedback while maintaining employee engagement and confidence
- Ability to assess employee comprehension and distinguish between knowledge gaps, training deficiencies, process issues, system limitations, and individual performance concerns
- Strong analytical skills with the ability to evaluate training results, quality trends, repeat errors, assessment results, and operational performance to identify development opportunities
- Strong organizational and project management skills with the ability to manage multiple training programs, classes, deadlines, and business priorities simultaneously.
- Exceptional attention to detail and commitment to maintaining accurate and current training materials
- Ability to independently research questions and collaborate with subject matter experts to ensure training content is accurate before information is communicated to employees
- Ability to adapt training approach and delivery based on audience, subject matter, employee experience, and demonstrated learning needs
- Strong problem-solving and continuous improvement mindset with the ability to challenge existing methods and identify better ways to develop employee knowledge and proficiency
- Ability to establish effective working relationships across all levels of the organization and influence performance without direct supervisory authority
- Comfortable working in a fast-paced environment where processes, technology, regulatory requirements, and business priorities may change frequently
- Strong commitment to employee development, operational excellence, borrower experience, and continuous learning
- Ability to maintain confidentiality and exercise sound professional judgment when handling employee performance information, borrower information, and other sensitive Company information
Technology Skills
- Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and Teams
- Strong PowerPoint and presentation-development skills
- Ability to learn and effectively train others on mortgage servicing systems, borrower-facing technology, contact center applications, document management systems, and other operational platforms
- Experience with LMS, screen-recording tools, video training platforms, digital knowledge bases, or e-learning development tools preferred
- Comfortable utilizing artificial intelligence and emerging technology to assist with training development, knowledge management, content creation, and employee learning
- Ability to quickly learn new technology and translate system functionality into clear employee instruction and practical training materials
Computer & Equipment Skills
- Intermediate in Microsoft Office programs
- Word processing (speed/accuracy)
- MSP or FICS’ Mortgage Servicer a plus
- Email
- Internet software
- Use typical office equipment
Physical Requirement
- Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
- Clear speaking voice on the telephone, in person, and recorded
- Hearing within normal ranges in noise environments typical of office
- Able to sit for long periods of time at computer or other workstation and in meetings
- Able to use computers and operate equipment
- Able to lift 10 pounds occasionally unassisted
EEO Statement: As part of our dedication to the diversity of our workforce, BrightShore Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.
Benefits:
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Location:
- Ocala, FL 34475 (Required)
Work Location: In person
