Jim Clapp is president and chief financial officer of Starkey Mortgage,
a nationally recognized, award-winning residential mortgage company
headquartered in Plano, Texas. With more than 28 years of experience in
commercial banking and mortgage financing, Clapp is a strong believer in
the benefits of training and the Starkey University training program. Clapp holds a bachelor’s
degree in finance and an MBA with a finance concentration from Texas Christian University.
Visit starkeymortgage.com. Reach Clapp at firstname.lastname@example.org.
A dedicated operational support staff also allows new originators to
be monitored so the training team can be alerted if additional training
is needed in those first few months. This is important because the first
60 to 90 days are a key indicator of a new originator’s long-term success.
Mentors and operational support personnel also must work to create a
positive and supportive training and onboarding environment where
new hires feel comfortable enough to ask questions.
Social media training
Our society is now plugged in 24/7. Some 72 percent of millennials take
the opinions of online friends into account when making purchase decisions. This fact also holds true for 41 percent of older consumers. Simply put, today’s consumers trust the opinions offered by friends in their
Unfortunately, many loan originators don’t have the needed digital
skills in their arsenal to deal with this online world. To stay relevant,
training must help originators leverage technology to improve their
business, connect with Realtors and builders, and find new customers.
A dedicated social-media specialist can teach originators about the
power of social media and how it can impact their bottom line. Training
can be done at branch-level seminars or as needed with one-on-one
tutoring. The goal should be to teach originators how to strategically
invest their time for maximum return, resulting in a positive digital footprint that can help them reach a broader audience and increase their
When implementing any of these training programs, remember that
allowing team members to become part of the training team is a powerful way to leverage the passion of that team. Loan originators benefit
from hearing and seeing from their peers.
A younger originator, who may be more tech savvy, can share informa-
tion regarding social media posts or answer loan origination software
questions. Older, more experienced originators have years of expertise
in building referral relationships and understand how to be resilient in
an ever-changing market. By leveraging the unique skill sets of different
age groups, companies can create symbiotic relationships among the
groups, a process that results in better-equipped loan officers.
Another collaborative program that has proven successful is the “
concierge desk,” which is staffed by a team of experienced mortgage professionals. This team acts as a liaison between all departments to help
answer questions for the sales team. By coordinating everything from
loan-program requirements to IT issues, this service saves time and
frustration by efficiently adding extra support.
If a question comes in that is specific to an underwriting scenario,
for example, the concierge desk will direct that question to the underwriting department, gather the needed information and then respond
quickly to the originator who posed the question. The goal of the concierge desk is to efficiently move questions through departments at the
home office to streamline the information-gathering process. In addition to answering questions, the desk serves as an ongoing resource to
train and educate team members and help them spend the most time
possible growing their business.
n n n
Collaboration, coaching and teamwork are vital to creating a culture
that encourages and supports continuing education and embraces
cross-training experiences and personal development for all mortgage
professionals. To train today’s originators, who encompass a wide range
of ages, it takes an investment of time and talent from the executive
suite down to managers and employees — sales and otherwise.
That investment, however, can provide companies with talented
and prepared team members that will fuel future growth and continue to bring in new talent. In the end, a mortgage company’s most
valuable asset is its employees, so it makes sense to invest a substantial amount of time and money to make sure they are trained and
educated properly. n
“By leveraging the unique skill sets
of different age
can create symbiotic
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