The Process

Mortgage Sentinel works with Client to determine overall organizational needs, appropriate staff members to contact and specific metrics to deliver based on our analysis.
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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.

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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.

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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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