NEO - Learning Enablement Specialist

The Learning Specialist plays a critical role in preparing new Production team members (Mortgage Advisors, Production Partners, and support roles) for success through structured onboarding, applied learning, and real-world file readiness. This role is responsible for delivering initial production training, reinforcing learning through practical application, and ensuring new hires demonstrate competency through live file reviews prior to advancing to the nesting stage.

This position bridges the gap between training and production by combining facilitation, coaching, content development, and performance evaluation to ensure new hires are fully prepared to move into the training nesting environment.

• Facilitate structured onboarding programs for new Production team members, ensuring alignment with role-specific expectations, systems, and workflows.

• Deliver virtual instructor-led training sessions focused on:

• Loan origination processes

• System navigation (e.g., Tinman, Besty, NEONet, Rovo, SalesPal, supporting tools)

• Client communication best practices

• Product knowledge and guidelines

• Reinforce learning through scenario-based discussions, real-world examples, and guided practice.

• Conduct daily or weekly training touchpoints to assess knowledge retention and readiness.

• Enroll and track completion of role-specific training assigned in the Learning Hub

• Perform detailed reviews of live loan files submitted by new hires to assess:

• Accuracy and completeness of data

• Adherence to process and compliance requirements

• Quality of structuring and decision-making

• Alignment with investor and underwriting expectations

• Complete standardized scorecards to evaluate performance and identify trends.

• Provide clear, actionable feedback to new hires to improve performance and reinforce learning.

• Assign and coordinate additional file reviews across reviewers when applicable.

• Track performance metrics across file reviews to determine readiness for progression.

• Partner with training leadership to make go/no-go recommendations for transition into the nesting stage.

• Conduct 1:1 and group coaching sessions based on file review outcomes and observed performance gaps.

• Support new hires in translating training concepts into real-world application.

• Reinforce critical thinking, decision-making, and problem-solving skills in loan structuring.

• Provide targeted remediation plans for individuals needing additional support prior to nesting.

• Develop and enhance onboarding curriculum for Production roles, ensuring it reflects current systems, guidelines, and workflows.

• Create detailed outlines and storyboards for digital learning modules (Rise, Storyline, etc.).

• Continuously update training content based on:

• Process changes

• System updates

• Feedback from Production and Operations teams

• Ensure training aligns with business priorities and performance expectations.

• Design and develop high-quality learning materials, including:

• Job aids

• Checklists

• Infographics

• Bulletins

• User guides and policies

• Translate complex mortgage processes into clear, accessible, and actionable resources.

• Ensure all materials align with content standards and are optimized for use within NEONet.

• Design and facilitate training focused on:

• Client communication

• Consultative selling

• Time management and prioritization

• Team collaboration

• Integrate soft skills into production training to support a high-quality client experience.

• Identify training gaps through:

• File review trends

• Scorecard data

• Feedback from leaders and participants

• Recommend and implement enhancements to training programs and materials.

• Develop structured upskilling pathways aligned with career progression.

• Support technical writing initiatives by creating and maintaining:

• Training documentation

• Process guides

• Knowledge base content

• Ensure consistency, clarity, and usability across all documentation.

• Maintain version control and alignment with current processes and systems.

• Edit and produce training recordings using Camtasia, including:

• Editing and polishing recordings

• Adding bookmarks and navigation

• Creating intros and outros

• Publish and maintain training content libraries for ongoing access.

• Serve as backup support for Learning Support Administration by:

• Assisting with preparation and publishing of weekly Orbit communications

• Promoting awareness of training resources and updates

• Help ensure Production teams remain informed, engaged, and aligned with new content and initiatives.

• New hires demonstrate readiness through successful live file reviews

• Reduced errors and improved file quality prior to nesting

• Strong alignment between training and real-world production expectations

• Increased confidence and competency among new Production team members

• Scalable and consistent onboarding experience across all hires

• Strong understanding of Tinman, mortgage production workflows, and loan lifecycle

• Experience in training, coaching, or onboarding within mortgage or financial services

• Ability to evaluate loan files and provide detailed, constructive feedback

• Strong facilitation and communication skills

• High attention to detail with strong organizational and analytical skills

• Ability to balance multiple priorities in a fast-paced environment