Certification requirements
Thresholds are set by Oxford and enforced by the system.
Requirement
Threshold
Set by
Product Trainer
score ≥ 85%
Oxford
CT1 First contact reps
3 reps
Oxford
CT2 Credit-pull reps
3 reps
Oxford
CT3 Objection handling reps
3 reps
Oxford
Practice call average
avg ≥ 2.30
Oxford
No behavior below 2
final gate
Oxford
Hard-fail flags (CV1–CV3)
zero, always on
Oxford + ProPair compliance
Feedback timing
After each rep (or end-of-path)
Set by Oxford Home Lending
Compliance phrase checks
Recorded-line disclosure (required states), licensing boundary
Set by Oxford Home Lending + ProPair compliance
Engagement
Same mechanics everywhere; each customer picks the flavor. Mandate shops run hard gates and named boards; adoption shops run carrot-only gates and opt-in boards. Every reward counts cleared reps only — a rep below the quality bar counts toward nothing.
Setting
Current
Alternatives
Daily Spar
2 reps before the queue opens · ~7 min · 1 earned rest day/week
Off · 1–3 reps
Lead gating
Carrot: clearing the spar unlocks priority (RANK 1–2) leads
Hard gate · off
Leaderboards
Improvement + streaks · named
Anonymous · opt-in · off
Borrower difficulty
Progressive — personas get tougher as behaviors clear
Fixed tier
Manager coach card
Weekly · three recognition lines per pod
Daily · off
Live-call scores in competition
Never — practice only (fixed)
—
The Standard
The Standard is data — the same behavior IDs power practice scoring, live-call monitoring, and drill generation. Loan officers never see the IDs: their screens lead with plain-language names ("Lock the next step," "The soft-pull ask") grouped into five skill areas. The IDs live here, for scoring, calibration, and audit.
Six principles
- P1
- Diagnose the borrower's situation before quoting anything.
- P2
- Active listening is a behavior, not a personality trait.
- P3
- Objections are surfaced concerns — meet them with the borrower's own goals.
- P4
- Every call ends with a scheduled, specific commitment.
- P5
- Explain what the guideline says. Do not give advice you aren't licensed to give.
- P6
- No rate quote without a lock. No misrepresentation. Ever.
Discovery before prescription
Rapport as a discipline
Reframe, don't fold
Own the next step
Educate to the license line
Accuracy and integrity
Sixteen behaviors
ID
Behavior
Principle
Call types
Weight
B1
Opening & purpose framing
P2
CT1
2
B2
Rapport & active listening
P2
CT1–3
2
B3
Goal discovery
P1
CT1–3
3
B4
Timeline & urgency check
P1
CT1–3
2
B5
Financial-picture discovery
P1
CT1, CT2
3
B6
Need-before-solution sequencing
P1
CT1–3
3
B7
Credit-pull positioning
P5
CT2
3
B8
Product-fit explanation
P5
CT2, CT3
2
B9
Rate / 'wait for rates' objection
P3
CT1–3
2
B10
Next-step commitment
P4
CT1–3
3
B11
Payment-shock objection
P3
CT2, CT3
2
B12
Spouse / decision-maker inclusion
P1
CT1, CT3
2
B13
Documentation setup
P4
CT2
2
B14
Compliance disclosures
P6
CT1–3
3
B15
Licensing boundary
P5
CT1–3
3
B16
Follow-through & scheduled callback
P4
CT1–3
2
Hard-fail flags
CV1
Unlicensed rate quote
Quoting a specific rate without a valid lock.
CV2
Material misrepresentation
Any statement of fact that isn't verifiably true.
CV3
Compliance breach
Missing required disclosure or license-boundary violation.