processors. Consumers have more choices today than
ever before, along with hidden expectations.
Sessions can include a deep dive into defining
“world-class customer service” or “dealing with difficult
people.” Such training can help participants navigate
different personalities and resolve conflicts, enabling
them to work with clients from varying backgrounds
who may need guidance on various loan programs
best suited for their particular situation.
In a world gone digital, technology is making busi- ness more efficient, but effective personal commu- nication still remains key. Everyone involved in the mortgage industry still needs to make the most of
each face-to-face meeting and every phone call.
Companies that invest in technology and communications training stand to benefit through the improved
performance of originators, processors and other mortgage professionals. That will ultimately lead to happier
customers. With so many online, national and local
lending options available, there is simply no replacement
for a well-trained mortgage professional. Employee
development programs that have the best shot of success emphasize communication and technology that
can accommodate an ever-changing environment.
Charting a path for your organization to evolve
requires visionaries who look beyond programs and
rates. You need to develop a training strategy that provides not only education on demand but can develop
professionals who can successfully work with retiring
baby boomers or first-time homebuying millennials
today and prepare for where the market is headed.
Employee training or development programs should
be fluid, updated regularly and allow mortgage professionals to understand how to use the technology as
well as understand what is being taught. “What does it
do, and how do you use it?” Those questions must be
answered if a new training system is to succeed and
become second nature.
Success depends on fluent teams who understand
the interaction of each transaction business partner
and individuals who are subject-matter experts. Their
involvement in creating training material builds buy-in
and increases accountability for everyone’s success.
Rigorously testing system enhancements prior to
deployment is always advisable. Once rolled out, the
collaborative efforts that help create training materials
ensure that new tactics are utilized and effective. A
blended approach can include micro-training, interactive conversational training, webinars, how-to tutorials
and on-demand training. Developing training that is
engaging, shorter and more focused allows for better
retention of the subject matter.
The micro-training method supports informal learning
within social interactions, outside of formal learning
environments or training facilities. This process can be
facilitated by well-designed and structured systems
and by supporting ways of communication and collaboration, but within a short time span — only 15 to
20 minutes for each learning session.
Conversational training is a dynamic that works well
with small interactive classes in very informal sessions,
where the same group of individuals come to every
class. It’s quite effective for remote training, thanks to
technology. The moderator of these sessions should
be an expert who is proficient in communications
training and who can steer the conversation and ask
questions, leading the group to a desired topic while
providing insight along the way.
Because participants are engaged within the conversation, employees pay attention because they never
know when they will be called on to share their
thoughts. Typically, participants become more comfortable and share more as they explore various scenarios during a 10-week program. The most experienced
mortgage originator can learn by comparing notes on
different customer-service situations and role-playing
what it feels like to be on the other side of the table.
Communication training is often overlooked, but it
is vital for all departments, including underwriters and
Don’t Ignore Human Interaction
in a Tech-Obsessed World
Mortgage professionals need training in technology and
interpersonal communication to excel in today’s industry
By Kenneth Capling and Carmine Warren
Kenneth Capling is in the role of corporate fulfillment
support at American Financial Resources Inc. The company
utilizes the latest technology and delivers educational
resources to mortgage brokers, loan originators and their
customers. Learn more at afrcorp.com. Reach Capling at
Carmine Warren is the training and development manager
at American Financial Resources Inc., which is one of the
leading FHA 203(k) lenders for sponsored originations in the
country, and an innovator in the construction and renovation
lending area. Reach him at firstname.lastname@example.org.
Continued on Page 116 >>