Homecomings Financial (HFN), a GMAC Company, is a leading provider of home financing throughout the United States. One of HFN’s business goals was to fast-track the process of converting client applications into funded loans.
To do this, HFN provides timely, updated product and technology training to all HFN associates. The training was designed to quickly increase associates' knowledge of HFN’s core business systems, services, and products, and to strengthen the skill sets required to effectively use these components.
Initially, HFN provided traditional stand-up instruction for core training courses at its headquarters and branches. They conducted training when enough new-hires came onboard at a particular location or when the software tools and procedures changed. As HFN grew, they needed to standardize training and certification, and to find ways to deliver cost-effective training nationwide.
GMAC Homecomings
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HFN turned to the Learning & Performance Solutions (LPS) Group to help them reach their goals. Our solution included an online performance support system and Web-based Training (WBT). HFN entrusted us with mapping out the components for the system, and the steps for creating them. We designed and developed these components:
- New learning portal home page
- Customized version of HFN’s Learning Management System (LMS)
- Customized product and business systems online training courses
- Promotional package to announce initial rollout and invite selected participants to review the other components
Altogether, we designed and developed over 50 WBT courses and quick-reference "weblets" for HFN employees and their broker partners. Many featured software simulations that allowed learners to practice using the application, as well as animations that demonstrated key elements of the loan process, such as reading credit grading worksheets.
Reactions to the training initiative were extremely positive. HFN’s National Training Manager reported that the strategy brought their training into a new era, and that sales managers were excited about bringing new account executives up to speed on systems, products, and procedures with just-in-time education at their fingertips.
