Director, Learning & Development-Servicing

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

POSITION SUMMARY

The Director, Learning & Development - Servicing leads the full training strategy and operational execution for Mortgage Servicing. This leader oversees instructional design, delivery, LMS governance, and compliance integration to ensure servicing staff are fully equipped to meet regulatory obligations, provide exceptional borrower experience, and maintain operational excellence.

DESCRIPTION

Essential Functions, Duties, and Responsibilities

Strategy & Operations:

• Develop and execute the enterprise servicing training strategy aligned to business goals, operational KPIs, and federal servicing rules.
• Oversee daily training operations including scheduling, resource management, LMS oversight, and vendor partnerships.
• Collaborate with leadership to align training initiatives with borrower experience, delinquency management, and compliance performance.

Needs Assessment & Program Design:

• Conduct training needs assessments across payment processing, escrow, investor reporting, customer service, loss mitigation, foreclosure, bankruptcy, and compliance.
• Build role‑based learning paths, onboarding programs, and advanced skills curricula.
• Design simulations, scenario coaching, workflow training, and eLearning.

Delivery & Implementation:

• Deploy training via ILT, virtual classrooms, self‑paced modules, and blended learning.
• Manage calendars, rollout plans, capacity planning, and trainer capability.
• Coach trainers for regulatory accuracy and learner engagement.

Regulatory & Compliance Integration:

• Ensure training incorporates Regulation X and Z, CFPB rules, and investor requirements.
• Maintain audit‑ready documentation and partner with Compliance for updates.

Performance Measurement:

• Develop KPIs such as competency scores, QA trends, customer interaction quality, and compliance findings.
• Conduct quarterly reviews and refine programs based on insights.

Team Leadership:

• Lead a team of trainers, designers, LMS admins, and coordinators.
• Build development pathways and collaborate with cross‑functional partners.
• Create and administer onboarding programs for servicing roles.
• Develop compliance training on error resolution, information requests, force‑placed insurance, early intervention, and loss mitigation.
• Oversee LMS governance, reporting, and learning paths.
• Manage facilitator quality through audits and coaching.
• Produce job aids, workflow guidance, and resources.
• Deliver executive reporting on readiness and training impact.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree in business, Education, HR/OD, or a related discipline; master’s degree in human resource development/organizational development, Adult Education, or MBA preferred.
• 9+ years in Learning & Development or Mortgage Servicing leadership.
• Experience with servicing systems (e.g., MSP).
• Certifications such as ATD CPTD, CRCM preferred.
• Proven ability improving servicing performance through training is a plus.
• Experience integrating federal servicing rules into training is preferred.
• Background in enterprise‑scale training operations is a plus.
• Experience improving LMS processes and governance is preferred.

Skills, Abilities, and Knowledge

• Understanding of servicing lifecycle: payments, escrow, investor reporting, call center operations, delinquency management, loss mitigation, foreclosure, bankruptcy, and REO.
• Knowledge of Regulation X, Regulation Z, and CFPB servicing rules.
• Expertise in instructional design, adult learning, blended learning, and performance consulting.
• Strong facilitation, communication, and content development skills.
• Data literacy with ability to analyze training impact and KPIs.
• Strong verbal communication skills; strong writing and composition abilities.
• Strong interpersonal skills with the ability to develop and maintain effective and professional relationships across the organization and with customers.
• Strong Micro