Under limited supervision, the Learning and Engagement Specialist is responsible for and participates in projects involving the training facilitation and engagement initiatives of the Company. The team member will be responsible for research, analysis, development, implementation, communication, and maintenance of learning documentation to effectively meet operational and regulatory requirements of the Company.
Responsibilities
- Develops training materials, presentations, procedures, forms, communications, course descriptions, and additional content in accordance with department standards.
- Promote, communicate, and follow-up with learning opportunities to internal and external participants.
- Design learning content that is clear, concise, engaging, and accurate.
- Facilitates trainings and meetings according to best practices for the department and company standards.
- Evaluate existing content for updates and initiate projects based on organization needs. Completes internal and external audits and gathers related content appropriately.
- Interviews subject matter experts, observes work processes, and communicates with business leaders and team members to research and analyze information required for the development or update of documentation.
- Performs industry research and analyses, and writes learning content in accordance with project goals, compliance, and legal requirements.
- Manages all projects as a project manager in all stages including analysis, design, development, implementation, and evaluation. Ensures all projects are completed on time.
- Conducts and attends all meetings and trainings associated with projects and job function.
- Publish all content according to company standards.
- Support departmental initiatives and identity ways to enhance training effectiveness.
- Perform various other duties and projects as assigned.
Required Skills
- Bachelor’s Degree or equivalent training and writing experience.
- Minimum 5 years’ experience in mortgage lending industry.
- Minimum 5 years’ experience writing/formulating training and procedure documentation in the mortgage lending industry.
- Excellent operating knowledge of mortgage lending industry/banking industry, wholesale lending processes.
- Demonstrated experience in the development of learning content including participant guides, presentations, procedure, and quick reference guides documentation.
- Excellent writing, editing, proofreading, and process mapping skills, with knowledge of and experience in the application of policy and procedures standards.
- Excellent written and verbal communication skills, with the ability to interact effectively with all levels ofthe organization.
- Advanced proficiency in MS Word, Excel, PowerPoint, Outlook, and other software applications, such as Visio and Adobe Acrobat Pro, used in performance of job duties.
- Proficiency in virtual training technology to share screens, host video conferences, and utilize technological applications for engagement.
- Perform multiple tasks, prioritize projects, and meet critical deadlines, while maintaining quality.
- Ability to understand complex problems, and to collaborate and explore alternative solutions.
- Effective decision-making skills, sound judgement, and strong technical aptitude.
- Strong organization and analytical skills, with strong attention to detail.
- Manage projects with a sense of urgency and adapt to changing priorities.
- Initiates work and projects and self-motivator, with the ability to work autonomously.
- Ability to work with general supervision while performing job duties.
- Ability to maintain strict confidentiality and discretion.
- Effective and authentic relationship building and establish collaborative relationships with all team members.
As a Business Analyst, you will play a critical role in contributing to the development and enhancement of our loan origination platform and custom portal. Your work will directly impact our ability to deliver exceptional service to our clients and maintain our competitive edge in the mortgage industry.
Responsibilities
- Collaborate with stakeholders to gather and define requirements for system enhancements and new functions.
- Write clear, concise Functional Requirements documents for new system features and bug fixes.
- Create mock-ups for new system interfaces and enhancements.
- Validate and test system enhancements.
- Participate in the development and implementation of rules for loan processing and origination.
- Conduct troubleshooting and provide solutions for system-related issues.
- Complete comparison assessments between platforms to ensure accuracy throughout.
- Organize and prioritize tasks effectively to manage multiple projects simultaneously.
- Be responsible for documenting processes, procedures, and system functions.
- Contribute to our DevOps practices andcontinuous improvement efforts.
Qualifications
- Proven experience in the mortgage industry, particularly in areas related to loan origination and processing.
- Experience with rules writing with a solid understanding of loan origination platforms or custom POS portals.
- Strong organizational skills with exceptional multitasking abilities and excellent communication.
- Proficiency in Microsoft Excel.
- Technical writing skills are a significant plus.
- Familiarity with DevOps concepts and practices.
We are looking for a Support Specialist to assist our customers with issues when using our proprietary portal STAR.
As a STAR Support Specialist, your number one goal is to enable customer success with mortgage origination transactions. You'll continuously grow and gain knowledge in system support and customer service as technology features and enhancements are released. In addition, you'll build or maintain your expertise in mortgage transactions, Orion Lending’s products, technology and services.
Responsibilities
· Provide day to day support to customers with trouble shootingand system usage
· Respond to customer queries in a timely and accurate way, via phone, email or live chat
· Identify customer needs and help customers use specific features
· Consistently model our company values, embrace our philosophy of customer service, and Pledge Values.
· Inform customers about new features and functionalities
· Follow up with customers to ensure their technical issues are resolved
· Collaborate with Leadership on customer feedback and system performance.
· Involvement in special projects as needed.
Requirements
· Extensive Mortgage Lending experience (Wholesale Lending channel preferred)
· Excellent Communicator with problem solving skills
· Positive attitude and patience with challenging situations
· Passionate about creating and fostering top-notch support practices
· Effective written and oral communications
· Ability to multitask, prioritize, and manage time appropriately