Mortgage Sales Call Monitor & Quality Coach

Job Description

Job Description

The Mortgage Sales Call Monitor & Quality Coach is responsible for monitoring live outbound and inbound mortgage sales calls to ensure Loan Officers and mortgage sales team members deliver a consistent, compliant, and customer-focused experience. This role serves as an independent quality resource by evaluating call performance, identifying coaching opportunities, and helping team members improve conversion rates, customer engagement, and adherence to company and regulatory standards. The Mortgage Call Quality Coach partners with sales leadership to reinforce best practices, ensure accurate mortgage-related communication, and support overall production goals.

$24 - $28 hourly

• Listen to live mortgage sales and customer service calls throughout the day.

• Evaluate calls for sales effectiveness, professionalism, compliance, and customer experience.

• Ensure Loan Officers and mortgage representatives accurately communicate loan products, rates, terms, and next steps.

• Monitor adherence to company sales processes, call scripts, and regulatory requirements.

• Identify missed sales opportunities and coaching moments that could improve pull-through and conversion rates.

• Provide detailed feedback and coaching recommendations to managers and team members.

• Document call observations, quality scores, and performance trends.

• Recognize and share examples of exceptional sales conversations and best practices.

• Escalate potential compliance concerns or customer-impacting issues to leadership.

• Track recurring objections, customer questions, and training gaps.

• Support new hire development through call reviews and coaching feedback.

• Partner with sales leadership to improve call quality, consistency, and overall production performance.

• Monitor dialing activity and ensure representatives remain focused on productive sales conversations.

• High school diploma or equivalent.

• Minimum of 1 year of mortgage, sales, call center, customer service, or quality assurance experience.

• Strong understanding of mortgage lending terminology and the mortgage sales process.

• Excellent listening, communication, and coaching skills.

• Ability to provide constructive feedback in a professional and supportive manner.

• Strong attention to detail and documentation skills.

• Ability to objectively evaluate sales conversations and customer interactions.

• Comfortable working in a fast-paced, production-driven environment.

• Strong organizational and time-management skills.

• Proficiency with CRM systems, dialer platforms, and Microsoft Office applications.

American First Funding (formerly Lakeview Lending LLC) is a growing brokerage committed to delivering exceptional loan services to clients. We simplify and streamline the mortgage process through strong backend support, allowing each team member to focus on their area of expertise. You’ll be part of a supportive operations team that plays a critical role in ensuring timely, compliant, and smooth loan closings. With more dedicated leadership and processing teams to help get clients cleared to close faster.

Why Partner With Us?

• Brand New office in Southfield, MI
• Referral Bonus Program
• 401(k) with company match
• Health, Dental, and Vision Insurance
• Paid time off and holidays