United Shore

Operations Coach

Business Unit
United Shore


The Operations Call Coach will provide support and feedback to team members based on phone calls they have made to their clients.  The feedback will be given both on an individual basis and in small groups. Coaching will include best practices for processes, guidelines, and client service. The Call Coach will also be responsible for holding team members accountable to the action items identified in the coaching sessions. The Call Coach will be providing feedback to leadership while working directly with the Client Experience Team.


  • Listening to call clips with team members while giving verbal and written feedback
  • Side by side live coaching
  • Preparing formal feedback for leaders and the Client Service Team
  • Logging organized and detailed feedback for each coaching session
  • Facilitate Training sessions
  • Schedule coaching sessions with team members daily
  • Assign classroom based instruction to team members that require additional training
  • Prepare for and conduct 15 peer to peer coaching sessions per day


  • High school diploma or equivalent
  • Must have experience in leadership, management and call quality
  • Must have at least two years’ client experience
  • Self-motivated with a strong work ethic
  • Comfortable in a fast-moving environment
  • Ability to multitask and adapt
  • Positive attitude and willingness to learn
  • Onsite, full-time attendance


United Shore is a diverse group of mortgage experts, sales superstars, tech gurus, marketing whizzes and more. We’re a $100 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:

  • Large, state-of-the-art fitness center with a full-size basketball court, outdoor sand volleyball court, plus sports leagues
  • Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon
  • Gourmet cafeteria featuring homemade breakfast and lunch, and a dedicated food truck
  • Free fruit, soft drinks and coffee
  • Convenience store featuring grab-and-go snacks
  • In-house Starbucks and indoor/outdoor café with Wi-Fi
  • Escape room designed for team-building activities
  • Indoor/outdoor putting greens


All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with United Shore is "at-will." United Shore is an Equal Opportunity Employer.


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