After the mortgage crash and ensuing regulation blitz, many mortgage companies faced a new world with antiquated systems, tools and processes to serve a disheartened and not-so-trusting public. Our client reacted quickly to embrace this challenge and turn it into an opportunity to build operational efficiency, increase productivity and improve loan quality. To do this, the client implemented a fully integrated platform and end-to-end process, restructuring roles to create a more customer-centric business environment.
- Decrease initial credit decision.
- Decrease cycle time from application to final approval.
- Increase “close on time” rate.
- Meet estimated dates to have percent of loan volume on the new platform.
We were tasked to work with the company’s internal learning organization to design and develop a training program for existing employees. The program needed to transition its current loan pipeline seamlessly to the new platform without impacting business as usual during the training and implementation process. Basically we needed to change the wheels on a semi while it was going 80 mph down the highway!
The audience included 20,000+ Mortgage Origination, Fulfillment and Servicing employees across multiple locations in the United States. There was also a need to incorporate components into current new hire training programs.
Given the aggressive deployment schedule, and the need to continue business as usual while the training program was being rolled out, we designed a program that flipped the classroom, allowing for scheduling flexibility and using class time to assimilate already acquired knowledge. The program design layered into three different phases that allowed employees to build on what they learned as they advanced to more complex tasks and processes. Program components were created to be used by multiple audiences, and branched out for audience-specific needs and scenario simulations.
Phases 1 and 2 included web-based components that learners completed on their own to gain the innovative knowledge and skills needed for success in the new environment. Practice activities measured comprehension and skill level using knowledge checks, simulations and assessments. This allowed flexibility in scheduling employees to complete training components, while still maintaining cycle time requirements and customer satisfaction results.
We used custom avatars in starring roles to help guide participants through the training process and add some fun and flavor to the environment.
Phase 3 was a classroom lab where learners were given specific scenarios and asked to complete tasks in a training environment. Instructors kept things moving and on schedule with large or small groups, and provided individual attention as needed by answering questions and helping problem-solve with key questions and observations. This “putting it all together” experience provided an opportunity for participants to gain on-the-job experiences with the new system and processes, and provided a safe environment through failure and success without impacting business outcomes.
If this training program had been delivered as an instructor-led classroom only, with a 2:1 ratio for instructor-led versus e-Learning, most roles would have required 40 to 50 hours of classroom training as compared to the one-day format using the flipped classroom.
The business was able to maintain productivity levels during the two- to three-week training deployment timeline for each product group. The learning satisfaction rate was 99% consistent through 39 deployment cycles. This well exceeded previous satisfactory rates and set a new bar for how to build and deploy systems training successfully for a business that historically trained in a traditional classroom method.
- This was an EXCELLENT use of my precious time. I feel confident with my ability to navigate the new platform smoothly and efficiently.
- All modules were very well done and engaging to the learner. The theme and graphics were excellent — different from our standard training.
- I liked that we were able to simulate transactions, which really helped to get familiar with the functionality.
- The format varied and helped keep my focus. Very, very helpful classroom practice session. Well done!
Business overall cycle times continue to improve:
- Application to Initial Credit Decision decreased by five days
- Application to Final Approval decreased by six days
- Close on Time 7% favorable