Mutual of Omaha Mortgage · 4 hours ago
Call Coach
United States
Full-time
Remote
Entry Level
$45K/yr - $45K/yr
1+ years exp
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Insider Connection @Mutual of Omaha Mortgage
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Responsibilities
Reviewing and auditing calls.
Daily call monitoring to ensure predefined sales criteria is met.
Draft and log daily/weekly scorecards and reports.
Analyzing quality of calls based on customer service, regulatory, sales, and accuracy of information.
Reporting relevant findings to the management team.
Identifying and sharing potential areas, where additional training is needed.
Generating daily and monthly reports that provide feedback for team and individual calls.
Other tasks as assigned by management.
Monitor and evaluate call performance through call review.
Provide constructive feedback and coaching to agents to improve their communication skills, product knowledge, and customer service techniques.
Conduct regular training sessions and workshops to enhance agents’ skills and knowledge.
Develop and implement performance improvement plans for underperforming agents.
Collaborate with team leaders and management to identify training needs and areas for improvement.
Create and maintain documentation of coaching sessions, feedback, and performance metrics.
Stay updated on industry trends, best practices, and customer service techniques.
Foster a positive and motivating environment that encourages continuous learning and development.
Qualification
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Required
At least one year of call coaching experience
Experience in the consumer lending, debt settlement, and financial services industry
Detail-oriented self-starter
Ability to exercise strict confidentiality and integrity practices
Well organized
Ability to meet strict deadlines
Excellent track record of timeliness/attendance
Preferred
Experience with Microsoft Office Suite (e.g. Word, Excel, etc.)
Benefits
Medical, Dental, and Vision insurance
Company paid life insurance
401K with a generous employer match
Free Legal Services
Employee Loan Program
Company
Mutual of Omaha Mortgage
Mutual of Omaha Mortgage specializes in sales, training, marketing and mortgage advisory services.
501-1,000 employees
Funding
Current Stage
Late StageLeadership Team
Torrey Larsen
Executive Vice President
Recent News
Company data provided by crunchbase
