MCS’s property preservation customers receive best-in-class service because our incredible Asset Preservation Coordinators (APCs) ensure work requests are processed through our system on schedule while supporting our property preservation partners in the field.
To do this effectively, APCs must have strong foundational knowledge in all aspects of the mortgage services industry, which is why MCS supports them through continued training and education. We make sure they are well prepared to support our clients and grow their own careers through extensive, hands-on training and support.
Well-rounded mortgage services training
The APC training program at MCS covers a wide range of areas, including the following:
MCS knowledge: While each APC’s training path depends on the types of clients and loans they’ll be working on, every APC’s training begins with information about MCS and our SHINE values, our systems and technology. This lays the foundation for our commitment to our clients and along with the basic tools to support them.
Industry knowledge: APCs begin their early days of training with an overview of the mortgage servicing industry and a look into the specific area(s) they’ll be supporting, based on the client/servicer and types of loans they’re working with. If they come to the APC role with prior industry knowledge, we may use an accelerated curriculum for this overview. Experience is not required to begin in an APC role, though, because of the thorough training MCS provides.
Systems training: From here, we focus on systems training to help them navigate and understand resources and familiarize APCs with the tools they’ll be using. They’ll also gain an understanding of the “why” behind the processes and the overall workflow of our systems.
Real-world exercises:
Next, they’ll put their newly acquired knowledge to work via activities designed to help them get comfortable with the available resources. For example, APCs in training might be given example loans and work orders where they must find specific information, such as: When was the last grass cut at this property? Are these properties being inspected? Is the electricity/gas and water on? These real-world exercises help them become more confident and proficient in their role to set them up for success.
Post-training review: As the first stage of their training comes to an end, APCs meet with their team leader to review the results of the real-world exercises, address any questions they may have and identify areas for improvement as they continue their training journey.
FHA and non-FHA training paths
Depending on the types of loans they’ll work with, APCs have different training paths.
For non-FHA APCs:
Individuals who won’t be working with FHA loans will continue with side-by-side training in their department with subject matter experts until they are ready to work independently. However, their training doesn’t end here, as they will also receive cross-training on new tasks as well as ongoing educational opportunities.
For FHA-focused APCs:
APCs who are FHA-focused continue their new-hire training for an additional 30 to 90 days. Typically, those within the presale group will become proficient after an additional 30-day training program. If they transition to post-sale, training can extend up to three months due to the complicated nature of the processes and procedures they’ll need to master. During this time, new hires participate in various lessons, activities, and Q&A sessions on live loans with an experienced leader to get familiar with working a property/portfolio within our system.
While other property preservation companies teach processors a specific step so they can work as part of an assembly line, MCS teaches APCs the entire life cycle of the loan. This equips our APCs with the knowledge they need to not only understand the Department of Housing and Urban Development (HUD) nuances, but also provide the best customer support across all those they come in contact with.
“While it might be quicker and easier to focus training solely on job-specific tasks for our new employees, doing so can constrain their growth,” explained Allison Menard, Assistant Vice President, Training and Development, who has been with MCS for over 14 years and started as an APC. “By providing a broader understanding of the 'big picture,' we foster clarity, a sense of purpose and buy-in, while also paving the way for future cross-skilling and development opportunities.”
Below is just a taste of some of the in-depth training an APC may receive:
- Post-sale FHA procedure
- FHA daily extension procedure
- HVAC training
- ICC issues deed-in-lieu
- Initial secure
- Roof dimensions
- Cubic-yard measurement
- Construction 101 (roofing, plumbing, electrical, pools, landscaping and more)
Mortgage services career development opportunities at MCS
At MCS, we believe in developing employees so they can grow their careers here. MCS employees can be promoted through different tiers or levels—within their current role and then beyond. For example, an employee can start as an APC 1 and move up to an APC 2 and eventually an APC 3.
We are launching our new Learning Management System (LMS), called Shine Source, in fall 2024, further enhancing career development for APCs. As a result, employees will be able to clearly see the different career paths available and the training associated with them.
At MCS, we’re fully invested in the training and growth of our employees, both to support their individual career development goals and to serve our clients’ needs. This commitment continues to result in long-tenured employees knowledgeable about the mortgage services industry and high customer satisfaction rates—making MCS a stronger company.
Shine at MCS
Learn more about MCS’s property preservation services or how to join our team.
