Mortgage Sentinel works with Client to determine overall organizational needs, appropriate staff members to contact and specific metrics to deliver based on our analysis.
Evaluate Organizational Needs
Determine Client areas of concerns such as Compliance, Customer Experience, and Operational Expectations.
Establish borrower profiles to be shopped including transaction type, loan amount, credit score, demographic profile, and any other relevant characteristics.
Create script with questions to test areas of concern in customer conversations.
Set expected responses and timelines for follow-ups to be measured based on current company protocols.
Examine Organization through Secret Shopping
Experienced shoppers contact company employees via phone, in-person or chat.
Utilize predetermined borrower profile to apply for a purchase prequalification or refinance.
Solicit responses from Client to approved profile questions.
Record individual responses for analysis.
Analyze Secret Shopping Results
Compare responses to predetermined protocol to establish levels of adherence to compliance, operational standards and customer experience.
Score overall team performance across all aspects of the shop.
Deliver overall company results, individual call analysis, and accompanying audio recordings.
Provide gap analysis based on findings for continued education and testing.
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