Learning Specialist - Servicing

Overview

At Vanderbilt Mortgage, we believe home ownership makes lives better. For over 50 years, we’ve been committed to making home ownership more attainable for families across the country by providing mortgage solutions that unlock the freedom of home. As a national housing lender, we specialize in financing new and pre-owned manufactured and modular homes. With a diverse range of loan products, a reputation for world-class customer service and a coast-to-coast presence, Vanderbilt continues to be a leader in the industry.

Our strength is our people—which is why we prioritize investing in our Team Members through opportunities for growth, a healthy work-life balance, and meaningful recognition of their contributions. Whether just starting out or bringing years of experience, Vanderbilt empowers our Team Members with the tools and training to build a successful career and reach their full potential.

POSITION TITLE: Learning Specialist-Servicing (Non – LO – No Consumer Contact)

JOB STATUS: Full Time/Salary

DEPARTMENT: Training

REPORTS TO: Sr Manager of Call Center and Training

TRAVEL REQUIRED: As needed

WORK SCHEDULE: Hybrid – 4 days in-office, 1 day remote after training

The Learning Specialist supports the design, development, facilitation, and delivery of learning programs for VMF Servicing. This role focuses on the comprehensive design, development, facilitation, and delivery of engaging learning programs tailored to meet the unique needs of each VMF Servicing department. This position reports to the Senior Manager of the Call Center and Training departments and ensures that our workforce is equipped with the necessary skills, knowledge, and competencies to meet organizational goals.

• Training Program Management
  • Designs, develops, and delivers content aligned with Servicing goals, industry trends, and best practices in adult learning.
  • Partners with subject matter experts to ensure content accuracy and relevance.
  • Collaborates with the Learning and Development team to create and update Workday compliance courses and servicing-wide training curriculum.
  • Assist with technical training and onboarding for new positions within servicing.
  • Conducts program reviews and assesses training gaps through knowledge check points and evaluations.
  • Adheres to standards and expectations for documentation, instructions for the setup/execution of learning experiences, and project management.
  • Partners with Compliance leadership to proactively ensure all learning content meets regulatory requirements and remains audit ready.
• Learning Strategy, Data Analytics and Innovation
  • Partners with Senior leaders to align training with business outcomes (customer satisfaction, compliance scores, audit readiness, employee retention).
  • Researches and implements innovative learning technologies (AI-driven tools, gamification, microlearning, VR/AR simulations for servicing scenarios).
  • Benchmarks servicing training against industry best practices and introduces new modalities to improve engagement and retention.
  • Pilots innovative learning experiences that anticipate workforce needs and evolving regulatory environments.
  • Builds reporting dashboards to measure training ROI and connect learning outcomes to key servicing performance indicators.
  • Prepares executive level summaries and presentations demonstrating training impacts on operations and compliance goals.
• Training Facilitation and Communication
  • Facilitate high quality trainings for Servicing across multiple delivery methods (in-person, virtual, self-paced) and travel to remote offices as needed.
  • Executes training events and ensures stakeholder satisfaction.
  • Evolves facilitation skills by evaluating peers, engaging in continuing education, and applying industry best practices.
  • Assists in the rollout and change management of new processes, systems, and servicing initiatives.
  • Creates facilitation guides, handouts and branded content consistent with VMF and Clayton standards to support leaders in meetings and trainings.
• Logistics and Administration
  • Conducts regular planning meetings and resolves issues that arise during the project lifecycle.
  • Supports Senior Training…