Lacey Broshar
Gilbert,AZ
Summary
Highly motivated corporate trainer with experience in training small and large groups. Proven success in leveraging educational theories and methodologies to design, develop, and deliver successful training programs.
Qualified Mortgage Professional with strong background in Training new hires effectively on the Mortgage process. Demonstrated ability to create engaging training programs and foster supportive learning environment. Proven track record of utilizing communication and organizational skills to enhance team performance.
Overview
12
12
years of professional experience
Work History
Mortgage New Hire Trainer- Team Lead
Computershare- Mortgage Servicing Company
Tempe, AZ
11.2021 - 08.2024
- As a Team Leader, I oversee the daily tasks of my team during the implementation, development, deployment, and evaluation of learning and performance solutions for the global business unit(s) we support. I ensure adherence to corporate and team standards, policies, and procedures, while providing coaching and development for my team.
- Facilitate and deliver training to employees and leaders, coach team members, and stay current with best practices in learning and development, including virtual facilitation.
- Work globally, use virtual tools fluently, and adapt to cultural differences.
- Identify the business's strategic goals and show how learning initiatives support them.
- Collaborate with stakeholders and subject matter experts to determine the skills required for employees to perform their roles effectively and accurately.
- Manage the design, upkeep and effectiveness of the performance support solution.
- Assist the Manager in overseeing team operations.
- Collaborate with direct reports and employees at all levels, including globally, within Computershare.
- Manage the global impact on our Operational and Technical teams and employee experience.
- Process mortgage applications ensuring compliance with regulatory guidelines and company policies.
- Verify borrower information, including credit reports and financial documentation, for accuracy and completeness.
- Train junior processors on operational procedures and best practices for mortgage application handling.
- Implement process improvements that enhance overall productivity in the mortgage processing department.
- Mentor team members in troubleshooting complex loan scenarios to optimize resolution strategies and outcomes.
Mortgage Training Specialist
Computershare- Mortgage Servicing Company
Tempe, AZ
10.2013 - 11.2021
- As the training and development specialist, I designed and delivered training programs for the organization. I also facilitated instruction and managed classrooms to ensure effective learning and job application.
- Facilitated training programs for Servicing Operations.
- Guide students through the four levels of learning: awareness, knowledge, skill, and mastery.
- Facilitated active discussions to integrate diverse perspectives, enhancing comprehension, interpretation, and application of the curriculum.
- Provided developmental feedback to associates during their new hire training as well as outside of it.
- Coached employees for optimal performance and provided feedback to leadership.
- Recommended curriculum changes and improvements.
- Collaborated with business partners and curriculum designers to update training materials and assessments according to current policies and procedures.
- Identified and documented performance needs.
- Validated content and business impact with stakeholders or subject matter experts.
- Developed and implemented innovative, cost-effective solutions to enhance employee performance.
- Revised and improved existing materials such as Participant and Facilitator Guides, Job Aids, and Quick Reference Guides.
- Evaluated the effectiveness of performance solutions by utilizing feedback, performance data, and business metrics to measure success. Additionally, identified further solutions as deemed appropriate.
- Developed and delivered training programs tailored to diverse employee needs.
- Assessed training effectiveness through feedback and performance evaluations.
- Collaborated with department heads to identify skill gaps and training opportunities.
- Designed engaging learning materials using instructional design principles.
- Facilitated onboarding sessions to integrate new staff into company culture and processes.
- Analyzed training data to refine programs, enhancing overall employee performance.
- Implemented e-learning solutions to improve access to training resources across teams.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Facilitated team-building exercises to foster collaboration between department members.
Customer Resolution Specialist\Single Point of Contact
Computershare / Specialized Loan Servicing
Tempe, AZ
10.2013 - 06.2015
- Managed large amounts of inbound and outbound calls in a timely manner.
- Managed a group of borrowers for their mortgage and retention needs.
- Ensured documentation is complete and accurate to submit for Underwriting.
- Ensured that procedures and policies are followed per investor policies/guidelines.
- Strong knowledge of Loss mitigation process.
- Process payments and establish payment plans.
- Inform borrowers of the benefits of retention options and clarify the process and requirements.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed escalated issues, ensuring timely and satisfactory resolutions for clients.
- Collaborated with cross-functional teams to enhance customer service processes.
- Utilized CRM systems to track customer interactions and improve service delivery.
- Trained new team members on best practices in customer resolution strategies.
- Coordinate communication between clients, lenders, and real estate professionals to facilitate timely loan processing.
- Review loan files for discrepancies, resolving issues to maintain workflow efficiency and prevent delays.
- Lead quality control initiatives to ensure adherence to underwriting standards and risk assessment protocols.
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Handled any conditions sent from underwriting departments.
- Prepared file for final clear-to-close by branch management.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Maintained accurate records of loan processing activities and documents in CRM system.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
- Processed mortgage loan applications accurately and successfully
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Optimized workflow management by prioritizing high-priority tasks and meeting strict deadlines consistently.
- Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
- Analyzed borrower credit reports and income statements to verify accuracy.
Closing Specialist
Nations Choice Mortgage
Gilbert, AZ, USA
08.2012 - 09.2013
- Prepared closing documents following specific investor guidelines.
- Secured Deed recording.
- Managed post-closing issues and investor follow-ups.
- Reviewed all closing files to ensure adherence to compliance guidelines.
- Set up new applications.
- Facilitated loan closing processes to ensure compliance with regulatory standards and company policies.
- Coordinated communication between clients, lenders, and real estate agents to streamline transactions.
- Reviewed closing documents for accuracy and completeness, mitigating potential errors before finalization.
- Implemented process improvements that enhanced efficiency in the document preparation workflow.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Communicated with originator and applicant concerning progress of loan file.
- Facilitated smooth closing processes by collaborating effectively with title companies, appraisers, and attorneys.
- Reduced loan application errors by implementing a thorough quality control process for all submitted applications.
- Provided exceptional customer service while guiding borrowers through the entire loan process from pre-qualification to closing.
Education
High School Diploma -
Marcos De Niza
Tempe, AZ05-2000
Skills
- Collaborative learning
- Training delivery
- Coaching techniques
- Motivational techniques
- Training needs analysis
- Customer service
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Complaint handling
- Microsoft Excel
- Processing procedures
- Pipeline management
- Document review
- Appraisal review
- Financial document review
- Information verification
- File management
- Residential mortgage lending regulations
- Proficient in [software]
Resources
Resources available upon request.
Timeline
Mortgage New Hire Trainer- Team Lead
Computershare- Mortgage Servicing Company
11.2021 - 08.2024
Mortgage Training Specialist
Computershare- Mortgage Servicing Company
10.2013 - 11.2021
Customer Resolution Specialist\Single Point of Contact
Computershare / Specialized Loan Servicing
10.2013 - 06.2015
Closing Specialist
Nations Choice Mortgage
08.2012 - 09.2013
High School Diploma -
Marcos De Niza