Call Coach

Summary

Join Mutual of Omaha Mortgage, a Fortune 300 company, as a full-time Call Coach in our Sales department. This role involves reviewing and auditing calls, monitoring sales criteria, generating reports, and providing coaching and training to agents. The ideal candidate is detail-oriented, possesses strong confidentiality, and has experience in call coaching and the financial services industry. We offer an extensive compensation package including medical, dental, vision, life insurance, 401k with employer match, free legal services, and an employee loan program. Excellent growth potential and on-the-job training are also provided. Apply today!

Requirements

Experience with Microsoft Office Suite (e.g. Word, Excel, etc.)

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

Preferred Qualifications

• 1 year call coaching experience
• Experience in the consumer lending, debt settlement, and financial services industry
• Being well organized
• Ability to meet strict deadlines
• Excellent track record of timeliness/attendance

Benefits

• Medical, Dental, and Vision insurance
• Company paid life insurance
• 401K with a generous employer match
• Free Legal Services
• Employee Loan Program
• Excellent growth potential
• On the job training program to transition into a sales role