Mortgage Quality and Performance Coach

Regions Bank • Birmingham, AL

6d

About The Position

At Regions, the Mortgage Quality and Performance Support Coach plays a critical role in ensuring consistent execution of mortgage processes across sales, service, and operations. This position partners with business leaders to observe workflows, assess performance, and provide consultative feedback that drives effectiveness, compliance, and best practices. The role also supports onboarding and continuous development for mortgage professionals, enhancing both the customer and employee experience.

Requirements

• Bachelor’s degree in a related field and four (4) years of mortgage experience across sales, operations, or related functions
• Or High school diploma or GED and six (6) years of related mortgage experience across sales, operations, or related functions
• Ability to build partnerships across multiple business segments
• Advanced computer skills
• Excellent organizational and problem-solving abilities
• Previous leadership or mentoring experience
• Strong associate development and coaching skills
• Strong verbal and written communication skills

Nice To Haves

• Training Experience
• Empower

Responsibilities

• Acts as a subject matter expert for mortgage processes, including sales, service, and operations, with a strong focus on collaboration across business segments
• Compiles and shares best practices through various communication channels
• Manages onboarding for new hires, ensuring consistent delivery of training materials and development opportunities
• Provides feedback and creates plans to improve individual and team effectiveness
• Conducts quality assessments of activities (e.g., customer interactions, operational processes) and delivers appropriate coaching solutions
• Partners with managers to ensure adherence to Regions’ approved processes, scripting, and resources
• Investigates barriers and opportunities to improve cross-functional partnerships and referral success
• Provides guidance and shares best practices with other business segments for process optimization and customer experience
• Identifies opportunities for process improvement, redesign, and the development of new policies or procedures
• Analyzes potential impacts of policy, product, or procedural changes on sales, service, and operations
• Collaborates with Corporate Learning and Development to create or update materials, job aids, and courses to ensure consistency
• Develops tools and resources to support coaching and process execution
• Fosters a productive environment by partnering with leadership to establish routines that optimize performance and deliver the Regions 360 approach
• Works with leadership to provide best-in-class customer and employee experiences

Benefits

• Paid Vacation/Sick Time
• 401K with Company Match
• Medical, Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees