United Shore

  • Sales Call Scoring Specialist

    Business Unit
    United Shore

    The Call Score Specialist will work with the Sales Training Team to assist with any new content development, training preparations, scheduling along with coaching Account Executive sales calls. While in the Call Score Specialist role you will become familiar with our call standards and coaching style. The primary focus of this role is to score and coach Account Executive calls, facilitate role-plays to advance the team’s phone skills, and provide feedback to the team member and their leaders.


    • Listening to team member call clips
    • Evaluating call coaching opportunities using a detailed scorecard
    • Conducting role play calls with team members
    • Maintaining detailed coaching notes and metrics
    • Preparing training classes with needed materials
    • Scheduling coaching sessions with team members
    • Participating in process related trainings
    • Distributing Pre/Post-training evaluations (feedback) and surveys 
    • Working with Coaching leaders to identify training opportunities for sales as a whole through metrics
    • Developing new training content based off of coaching opportunities in your call findings
    • Maintain a positive attitude and exude confidence in their feedback
    • Actively seek coaching and feedback
    • Consistently go above and beyond
    • Live and breathe our core values 


    • Minimum 1 year of mortgage experience (preferrably in sales or processing)
    • Business related Bachelor's degree (preferred, not required)
    • Experience with using or managing an LMS

    • Advanced experience in Microsoft PowerPoint, Excel and Word

    • Demonstrates excellent written and verbal communication skills

    • Proven ability to collaborate with others

    • Demonstrates strong project management skills

    • Strong work ethic
    • Must be detail-oriented
    • Must be comfortable with multi-tasking

    • Demonstrates professionalism and composure in high pressure situations and in meeting short deadlines


    United Shore is a diverse group of over 2,700 mortgage experts, sales superstars, tech gurus, marketing whizzes and more. We’re a $30 billion and growing, family owned and operated company that still feels like family. Our award-winning workplace just happens to be home to the #1 wholesale mortgage lender in the nation, United Wholesale Mortgage. And we believe in setting our team members up for success by creating a unique, energetic culture where you can be yourself and still reach your professional goals.


    Here are some of the reasons you’ll love working here:

    • Free fruit, soft drinks and coffee
    • Gourmet cafeteria featuring homemade breakfast, lunch and a stationary food truck featuring $1 sliders
    • Wellness area including an in-house primary-care doctor’s office, full-time massage therapist and hair salon
    • Large, state-of-the-art fitness center with a full-size basketball court, outdoor sand volleyball court, plus Zumba and yoga classes
    • Convenience store featuring grab-and-go snacks
    • In-house Starbucks and indoor/outdoor café with Wi-Fi
    • Lawn vouchers to concerts at DTE Energy Music Theatre
    • Escape room for team-building activities
    • Indoor/outdoor putting greens
    • Bicycle-sharing program with bike and jogging paths


    All the above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job related instructions as requested by their supervisor, subject to reasonable accommodations. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. United Shore Financial Services is an Equal Opportunity/Affirmative Action Employer.


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