Conor Walsh: The one opportunity that defined his career destiny

Take us back to the beginning of your career at First National.

CW: I started in 2008 as a Customer Service Representative. After my six-month contract ended, I was hired on full time and stayed in customer service for another year. I was interested in Collections so I reached out to the manager of that team to see if there were any opportunities. I transferred over a week later. After two years in Collections, I saw a posting for a training opportunity. In 2011, I began my career in training and have been there ever since. In January 2022, I became Manager of the Residential Underwriting Training team and was promoted to Senior Manager in September 2023. 

What was your first year like?

CW: I learned a lot. It was great exposure and experience. As a Customer Service Representative, you have your hands in a lot of baskets. We were a small team of approximately 20 people. We got really close and built strong bonds. 

What was your “I’m in” moment?

CW: I started in September and by December, senior leaders were recognizing our team. I knew something was working and that I was likely going to stay beyond my initial contract. 

Describe some milestones in your career.

CW: Moving to the training team was a big milestone for me. I found what I wanted to do for a career. I also had an opportunity to cover a maternity leave in HR. Our staff grew significantly that year, and I was helping to support that growth. It was such valuable experience, and I built relationships with managers and directors across Canada. When I moved back into training and took on a management position, I knew I was where I was meant to be. 

What stamp have you put on the business?

CW: We are known for Residential Underwriting. It’s a huge part of our business. The Residential Underwriting Training Team and I led an initiative to enhance training and better position our new Underwriters, Associate Mortgage Underwriters and Funders for success. I had so much encouragement and support from my mentor Toni Umali, Director of Training at First National. Working on this project really pushed me to the next level. After a lot of brainstorming and ideation, we adopted a modernization strategy for training that included integrating interactive elements, videos and hands on practice with our underwriting software. I wanted to ensure that in any two-week training cycle, new hires are touching the software every day. It took us approximately a year and a half to build a new training environment using our proprietary underwriting software, and we launched the pilot in June 2023. Right from the first group, people felt they were set up for success and knew what to expect from their new roles. Managers were able to get immediate and comprehensive feedback on the deals new hires were underwriting, fulfilling and funding so they could identify strengths and areas that needed improvement. 

What are you most proud of in your career?

CW: I am most proud of how hard the Residential Underwriting Training team worked to develop and launch a successful training revamp. From creating our new training environment to redesigning courses and devising hands on activities, the team spent countless hours developing a truly learner-focused program. It truly was, and continues to be, a labour of love.

Any favourite memories?

CW: My favourite part of my job is facilitating. I like standing in a front of a group, welcoming them and seeing that connection starting to happen. On an employee’s first day, they are a little bit lost and overwhelmed. By the end, it’s rewarding to see them apply the knowledge they’ve gained and have their a-ha moments. 

Which one of First National’s values resonates with you most and why?

CW: We encourage autonomy. For me, that value has come alive in growth, development and owning my career. Anytime I’ve ever felt stuck, I’ve taken a chance and been given the opportunity to try something new. Within our team as well, I’ve never felt micromanaged. There is open dialogue. We discuss ideas and then take them and run with them. The support is always there if we need it. Our Senior Vice President of HR, Wendy Burkin, encourages and nurtures that type of working environment.  

From your experience, how does the First National culture value diversity and elevate the voices and perspectives of all team members?

CW: Since 2022, I’ve been a part of the committee responsible for building First National’s Pride program. Those efforts culminated in Spaces, First National’s first employee resource group. I helped to establish the group and launch our first few initiatives including Pride month celebrations, food and clothing drives supporting a local Queer-based Youth Shelter and a blood drive to bring attention to the lifting of the ban on gay men being allowed to donate blood in Canada. First National has advanced so much since I started in 2008. We are actively encouraging ongoing dialogue. It’s wonderful to see. 

What advice would you share with people growing their careers at First National?

CW: Take a chance. If you are interested in a different team, position or division, do research. Find a way to grow your knowledge, either by taking a course from our learning network, reaching out to a contact or leveraging HR. Take the initiative, do your research and come prepared.

Any final thoughts?

CW: Find a mentor you can learn from, grow with and that gives you the coaching you need to get to the next level. There is so much opportunity at First National. Find the person who will champion you and your goals.