Mitchell Moore

As a Senior CX Coach, I had the great opportunity to help build our Servicing team up as the company moved to in-house servicing. duties in this role include Facilitating the CX portion of Servicing Initial Training, and coaching through a variety of methods for team members on the floor such as one-on-one sessions, mock calls, side-by-side sessions and scrimmages.

Teams coached during this timeframe:

• Servicing - Customer Care team
• Servicing - Customer Care Liaisons
• Servicing - SPOC
• Servicing - Early / Late Stage Collections
• Servicing - Insurance and Escrow Specialists

In this role, I coached team members throughout the company on call scoring and quality standards. I was responsible for compiling Mova.AI and call scoring data to be shared with leadership during monthly meetings to determine the gameplan for call coaching for the next month.

Teams coached in this timeframe:

• Processor Assist
• Closing
• Setup
• IT Help Desk
• Underwriting
• PA+
• Project Team

In this role, I was responsible for handling PA's inbound calls from clients and escalations on orders. This role was heavily focused on de-escalating situations and ensuring great service by providing timeframes for when issues would be resolved. I also helped manage our CR Queue.

I started out in Processor Assist, responsible for obtaining and scrubbing documents needed to help loans get to underwriting. Familiar in Underwriting requirements for documents such as homeowners insurance, flood insurance, title packages and payoff statements. In 04/24, I became a mentor for all incoming PA team members, responsible for coaching and auditing their work on loans while still in the PA Initial class. Following training classes, I would get team members acclimated to the floor while they were on "new hire island". During this time I would assist in leading huddles, setting daily expectations, and provide assistance and feedback.

During my team lead's time in leadership development courses, I was my team's stand-in team lead 1-2 days every week. My primary responsibilities during this time were handling escalated phone calls with clients and 3rd parties, tracking production pacing for the team, and receiving information in leadership huddles to then communicate in team huddles.

Responsible for training of new team members, as well as creating schedules, and ordering food and small wares from various vendors. Primary position revolved around food preparation in the morning and serving as the primary liaison and expeditor to ensure all food coming out of the kitchen was up to quality standards, as well as facilitating fast turnaround times from the time an order is placed to the time it gets to the table.