mortgage customer service analysis

Mortgage Sentinel Introduces Secret Shopping Concept to Mortgage Industry (

News featured at Mortgage Bankers Association, Industry Briefs June 30, 2020

Mortgage Sentinel, Philadelphia, is a partnership between Lodestar Software Solutions and RDAssociates for a “secret shopper” service for the mortgage industry. The service uses proprietary research techniques, in-depth analyses and hands-on training to improve the interactions between mortgage originators and potential borrowers.

Mortgage Sentinel specialists will work with mortgage lenders in advance of quality assurance or “secret shopper” audits to understand all policies and procedures in place to support compliance efforts. Its expert compliance team will focus on particular areas of concern and company specific requirements in order to customize the QA process. From there, the Mortgage Sentinel team will collect data by contacting members of the client’s customer facing staff as potential borrowers. The subsequent conversations will be captured, with the cumulative data analyzed against the criteria established at the beginning of the project.

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