Justin Kean Email & Phone Number

Responsibilities include coordinating training needs with executive, regional and branch leadership; writing learning objectives; designing training delivery methods and activities; designing and creating training materials, including instructor/facilitator guides, participant guides, facilitator powerpoint presentations, and job aids; designing and creating interactive self-paced training modules, including system entry demonstrations, simulations, and training videos and using Adobe Presenter 11, Adobe Captivate 9 and Articulate Storyline 2; facilitating instructor-led training sessions in person and via webex, ranging from 4-day new hire onboarding classes for individual contributors and branch managers (up to 96 per session), ongoing education courses and reinforcement for individual contributors, new system demonstrations for executive and branch leadership, and process improvement training company-wide; managing training projects, including delegating training responsibilities, guiding project team members and providing direction and feedback, managing deadlines and deliverables; crafting company communications, including system enhancements, process changes, and best practice reinforcement.

Jacksonville, Florida Area

Responsibilities include working closely with operations employees, supervisors, directors and VP’s to prepare task analyses; coordinating and conducting task validation sessions with leadership and stakeholders; developing and writing facilitator guides for classroom instruction and workshops; developing and writing task/job aids to support instruction including quick-reference information and step-by-step process guides; developing and writing technical manuals; designing storyboards for online training modules; developing online training modules and simulations using Adobe Captivate ’09 and Articulate ’13 Engage, Quizmaker and Presenter; recording audio and video for use in online training modules; conducting classroom instruction ranging from single day workshops to 2-month new-hire orientation and instruction; developing and proctoring examinations including written examinations, online assessments and practicums; reviewing curricula for improvement, including editing and making material revisions.

Jacksonville, Florida Area

Responsibilities include building and maintaining relationships with regional Wealth Management Bankers and Financial Advisors; aligning mortgage champion Financial Advisors with loan processors and monitoring these relationships; resolving escalated service issues; monitoring and guiding team performance in closing, service and turn-time goals; reviewing loan processor performance and coaching for improvement; coordinating training and meetings to keep loan processors informed of new process changes, compliance guidelines or underwriting requirements; reviewing complex loans with loan processors to determine documentation guidelines, clarify underwriting decisions and find solutions for loans that fall outside of normal guidelines; coordinating with underwriting leadership to have re-reviews completed when necessary or to provide additional guidance for difficult loan scenarios; process service credits and refunds; approving loans and clearing conditions within established tolerances; providing subject matter expertise for loan processors, senior leadership and Wealth Management Bankers/Financial Advisors.

Jacksonville, Florida Area

Responsibilities include preparing and delivering training to new hire loan processors including all processing systems (CA$H, iDesk, Wave), all workflow reporting (FIRST, TSCrossteams, MLHL/PLS/Keybank daily report), client culture (Keybank, PLS, MLHL), specialty loans (COOP, C&E, HASP/HARP, Pledge, Texas Cashouts), communication standards and best practices related to mortgage processing; supporting new team players once loans have been assigned by answering system and loan related questions, delivering follow-up coaching and training, reviewing pipeline reports and advising processors of pipeline and time management techniques; evaluating new team players based on retention tested through weekly quizzes, calls reviewed in NICE and TPG Assessment Generator and notes reviewed through CA$H and iDesk; delivering feedback to new loan processors and their assigned supervisors regarding evaluation and delivering an action plan to improve deficiencies; preparing proposals for system and process improvements; preparing and delivering classroom training in best practices and system or process improvements for new hire and experienced processors; coaching experienced and new loan processors through one-on-one reviews focusing on pipeline management, time management, email management and communication best practices and delivering an action plan for improvement to the loan processor and supervisor; partnering with operations supervisors and managers to review inventory for opportunities to exceed forecast, reduce aged loans or close loans identified as top priority by business leaders.

Jacksonville, Florida Area

Responsibilities include guiding customers through the entire home financing event, translating and coordinating event logistics, such as investor loan requirements and scheduling events as they relate to home financing, quoting and locking interest rates, setting appropriate customer expectations to meet turn-around times, working with internal departments to meet the customer’s needs, communicating with customers and third party stake holders, acting as the advocate for the customer by answering phone calls and emails, interpreting problems, providing support, keeping track of issues and resolutions by using the system and support departments to resolve recurrent problems, managing inbound and outbound communications with customer and third party stake holders, building and maintaining positive working relationships with third party stake holders, closing a predetermined amount of loans per month, effectively managing a predetermined pipeline, meeting service goals, completing daily tasks within predetermined expectations, and mentoring new loan processors and assisting with their education and development in the loan processor role. Achievements include top customer service awards, bonuses for consistently meeting and exceeding loan closing goals each month and being recognized by Charles Schwab Bank as a top performing loan processor in August, 2009.

Jacksonville, Florida Area

Responsibilities include having a thorough knowledge and understanding of all Merrill Lynch annuity products in order to assist internal and external clients with questions and confusions regarding those products, processing point-of-call fund transfers and partial withdrawals, handling escalated, extended research, and problem calls, assisting with the testing and developing of new systems and programs to help in the efficiency of the department, participating in the training of new hires. Achievements include being designated as the 4th quarter 2001 and 1st quarter 2002 top call taker in the annuity department and being appointed to the department’s Disaster Recovery Team.