JULY 2019HR TECH OUTLOOK8In MyOpinionHumanizing the Onboarding ExperienceA key pillar of the Guaranteed Rate value proposition is the support and resources available to train and develop our new and existing loan officers and processors. Our extensive platform and robust employee resource portal give our employees every tool they need to execute their job functions, and our business planning and development tools stoke their continued growth. However, new employees need more than training and resources, especially in commission-based industries like ours where new hires must become confident and self-sufficient within the organization quickly in order to avoid significant gaps or reduction in income during their ramp-up.Guaranteed Rate prides itself on being a technology company that happens to do mortgages. That commitment is reflected in the tools and services we offer to our borrowers and referral partners. Despite this, we've historically relied on people and processes to manage the onboarding experience and have only begun to leverage tech to drive results in that arena in the last few years. Having built our onboarding platform--one brick at a time--over the last four years, I can say without hesitation that both people and tech are key to delivering a successful onboarding experience. But when it comes to delivering the company's culture and all of the "warm and fuzzies" that come along with it, and truly acknowledging the unique emotions and fears that abound when transitioning to a new company, we've found that there's no substitute for a human touch.· The "Day 1" ExperienceSure, we can send folks to a recorded or virtual orientation session to learn about benefits or our company's history, but an entirely virtual experience when a new employee is starting at a remote office or home can feel a bit cold. And even with myriad support departments and help desks available, it's unlikely new hires will know where, or even how, to direct their questions, especially if unexpected technical issues prevent them from logging into our network to access our company directory. That's why we schedule "Day 1 Tours" with each new hire, during which we walk them through everything from equipment set up, to combing through their company inbox to prioritize important emails, to reviewing their training schedule, to answering any and all questions they have. Each call is different--some of them can last over an hour based on the needs of the hire--but almost every call ends with our new hire thanking us profusely, saying they couldn't imagine having to get up and running without us. · Driving Adoption and Success We have SO many unique tools that our Loan Officers can leverage to set themselves apart in the marketplace, deepen Laura Schreiber, SVP of Onboarding and Development, Guaranteed RateByLaura Schreiber
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