Each generation of employees brings a new perspective and new desires into the workplace, and the influx of Millennials is no different. Like other companies, NorthMarq’s employees—as a whole, not just Millennials—are seeking more connection to and engagement in their work and with each other. They also want to better understand the company’s goals and how their role fits into the larger picture.
We’ve always strived to provide that understanding through various channels, and we’re excited about the new learning management system (LMS) we’ve implemented to help us accomplish that goal. We have dubbed our version of the LMS software “CareerMarq,” and we believe it will benefit our employees, our company leadership and our customers.
CareerMarq will enhance our employees’ understanding of not only the company’s goals, but also each individual’s long-term path to success within Servicing. We believe the benefits of CareerMarq will cascade through to our customers through knowledgeable, long-tenured employees who continually provide the outstanding service for which NorthMarq is known.
Part of CareerMarq’s framework includes feedback about performance from supervisors, coworkers and even external customers. Our employees are excited about the opportunity to both give and receive that level of feedback. If you would like to share feedback about our services or a particular individual, please contact a member of our Servicing Leadership team at any time.
While at the MBA Servicing & Technology Conference in Boston, I enjoyed participating on the closing panel with several top leaders in the industry where we engaged with the audience in a Q & A regarding the trends and issues in commercial mortgage servicing. It was clear that the other panelists are dealing with many of the same issues we face at NorthMarq, specifically how to find, develop, and motivate the next generation of servicers. Many of my responses related back to how we are strategically addressing these needs through CareerMarq. NorthMarq Portfolio Managers Tarrah Mueller and Jason Lenz were also panelists at the conference. The focus of Tarrah’s panel was client service, while the topic of Jason’s panel was “Recruiting the Teams of the Future.”
While there were still several conference sessions on the nuts and bolts of the commercial mortgage servicing process such as insurance, surveillance and compliance issues, it is clear that the driving concerns for industry leaders are how to best serve our customers, and attracting, training, and retaining a first-class team to accomplish that end. We’re formalizing our processes through CareerMarq and adding other professional development tools for our employees (see the related article in this newsletter), and we’re confident our customers will experience the long-term benefits of a more engaged and knowledgeable team.