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72 Field services companies must provide on-demand learning to keep up with changes in regulations and guidelines. I N D U S T R Y I N S I G H T / J O H N G O N O S EDUCATING EMPLOYEES IN A DYNAMIC INDUSTRY No one will dispute the fact that mortgage servicing is an ever- changing industry. From investor guidelines, new Consumer Financial Protection Bureau (CFPB) regulations, False Claims Act provisions, Protecting Tenants at Foreclosure Act rules (PTFA), and the Service Members Civil Relief Act guidelines (SCRA—just to name a few—the cost of compliance is increasing for servicers across the country. But they are not the only ones impacted; maintaining a high level of quality and compliance trickles down to the servicer's vendors, including field services companies, which serve as partners in keeping properties, and the servicer's assets maintained and secured in anticipation of foreclosure or sale to a potential homeowner. From there, the onus is on the field services company to have processes and procedures in place to communicate and train employees on current guidelines and regulations. At face value, creating an ongoing training program can seem like a difficult and daunting task. But if you consider the benefits reaped, such as increased productivity, increased compliance with rules and regulations, effective use of new technologies, and increased job satisfaction, the time and costs involved are well-invested. But to ensure compliance and quality of work both in the field and internally, field services companies must think outside of the box and invest in multiple methods of training for their employees. Traditional learning methods are no longer enough; field services companies must commit to eLearning and ongoing, innovative training techniques. TRAINING AND DEVELOPMENT IS IMPORTANT According to the 2013 State of the Industry report, released in December 2013 by the American Society for Training and Development (ASTD), companies in the U.S. spent $164.2 billion on employee training and development in 2012. at amount equals $1,195 per employee, up from $1,182 in 2011. According to the report, employees averaged 30.3 hours of training, and technology-based delivery of instruction rose to 39 percent of formal hours up from 37.2 percent in 2011. e report found that the top three areas

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