# Better Mortgage moves away from sampled and manual audits of loan officer calls

*September 15, 2025*

> Better Mortgage retires manual spot-checks on loan officer calls and clears its audit backlog with Sei.

Call auditing went from 4 a day, against a backlog of more than 1,000, to a full month of calls scored in under an hour — with **no sampling**.

**Products:** [Call Monitoring](/platform/call-monitoring)

## At a glance

- **Lender** — NASDAQ-listed digital mortgage lender
- **Where Sei runs** — Loan-officer call QA
- **Coverage** — All calls audited directly from the source
- **Rules encoded** — Hundreds of their own SOP documents, plus UDAAP, TILA, RESPA and Fair Housing

## Before Sei, and after

| Measure | Before | After |
| --- | --- | --- |
| Calls audited | 4 a day, at the reviewers’ ceiling | **1,000+ a month, a month clearing in under an hour** |
| Compliance analyst productivity | Baseline | **4×** |
| Edge-case SOPs | Institutional memory, in reviewers’ heads | **Codified and version-controlled** |

## Results

- **1,000+** — calls audited per month
- **4×** — analyst productivity
- **0%** — Sampling & Manual review rate

Better Mortgage partnered with Sei to automate quality assurance on its loan officer communications. Sei ingested hundreds of the lender’s SOP documents — including the edge cases that previously lived only in the compliance team’s heads — and now scores every loan officer call each month against those SOPs and applicable regulations.

### Overview

Loan officer conversations are one of the highest-risk surfaces in mortgage origination. UDAAP, TILA, RESPA, and Fair Housing requirements all show up live, in the moment, on every borrower call. The lender’s compliance team had a clear standard for what good looked like — but no way to verify it across the full call volume.

### Challenge: Manual QA Could Not Keep Up With Loan Officer Volume

Before Sei, the compliance team manually reviewed a small sample of loan officer calls each day. The math did not work:

- **4 calls a day** was the realistic ceiling for human reviewers — anything more meant rushed reviews and missed signals.
- A standing backlog of **1,000+ unaudited calls** — meaning most loan officer interactions were never reviewed at all.
- **Tribal SOPs** locked in compliance reviewers’ heads — hundreds of edge cases and exceptions that were never written down, so newer reviewers caught fewer issues.
- **Sampling-based QA** missed pattern-level issues — when only a fraction of calls are reviewed, recurring agent-level or scripting-level violations stay hidden.

### What Sei did: codify every SOP and score every call

Sei sat down with the compliance team and ingested every SOP document, every regulator-driven guideline, and the long tail of edge cases that had only ever existed as institutional memory. The result is a single rulebook that runs against every loan officer call.

Capabilities deployed:

- **Hundreds of SOP documents** ingested with precision — every nuance and exception codified, version-controlled, and tested against the full monthly call volume.
- **Guideline adherence scoring** — Sei catches loan officers deviating from approved scripts, disclosure language, or SOP-required steps, with the violating moment of the call cited.
- **Customer complaint detection** — early signals of frustration, dispute language, or potential UDAAP exposure are flagged before they escalate into formal complaints.
- **Auto-generated agent scorecards** — every loan officer gets a per-call and rolling scorecard with the exact moments and rules driving the score, so coaching becomes specific instead of generic.
- **SOP-gap insights** for compliance and product — when many officers fail the same rule the same way, Sei surfaces it as a likely SOP or training gap, not just an individual issue.

### Outcome: No More Sampling and a Cleared Backlog

The numbers from the engagement:

- Call auditing went from 4 calls per day to **1,000+ calls audited every month**, with a month of volume clearing in under an hour.
- **No more sampling** on loan officer calls — audits run across the full month of calls instead of whatever a reviewer could reach.
- **4× analyst productivity** on the compliance review team.
- The **standing 1,000+ call backlog dropped to zero** and stays there, even as monthly call volume grows.
- **Compliance flags reduced** over time — issues are surfaced and coached against early, before they recur or escalate.
- Detailed insight reports gave compliance and product teams visibility into **systemic SOP and training gaps** that were previously invisible.

### Looking Ahead

With loan officer call QA fully automated, the lender is extending Sei into adjacent surfaces — chat transcripts, email correspondence, and post-close servicing calls. The same pattern holds: codify the rulebook once, score every interaction, and let compliance and coaching focus on the exceptions and the patterns instead of the sampling.

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_Source: [https://www.seiright.com/case-study/sei-x-ny-mortgage-lender](https://www.seiright.com/case-study/sei-x-ny-mortgage-lender) · Sei AI_