Call Coach

Company Overview:

Mutual of Omaha is a Fortune 300 Company with an iconic brand and outstanding customer loyalty. Mutual of Omaha Mortgage is inspired by hometown values and a commitment to being responsible and caring for each other. We exist for the benefit of our customers and employees.
 
Mutual of Omaha Mortgage is a full service lending company offering both Forward and Reverse Mortgage products including a complete line of residential mortgage, refinancing, specialty, and HECM loans. We employ a knowledgeable staff of experienced Loan Officers with an operations team that is second to none. If you are interested in joining a team that promotes from within and works together toward a common goal of helping customers with their mortgage needs please review and apply for our opening below!

We offer an extensive compensation package. Benefits include Medical, Dental, and Vision insurance, company paid life insurance, 401K with a generous employer match and additional benefits such as Free Legal Services and an Employee Loan Program.


Position Overview:

We are looking for a full-time Call Coach in our Sales department. The ideal candidate is a detail-oriented self-starter that can exercise strict confidentiality and integrity practices. Additional considerations are having at least one year of call coaching experience, experience in the consumer lending, debt settlement, and financial services industry, as well as being well organized, having an ability to meet strict deadlines, and an excellent track record of timeliness/attendance.

• 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.

Excellent growth potential. On the job training program to transition into a sales role.


Requirements:
· 1 year call coaching experience (preferred)
· Experience with Microsoft Office Suite (e.g. Word, Excel, etc.)