ProPair Oxford Way

Tyler Brooks · Oxford Home Lending
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
The Standard

The Standard is data — the same behavior IDs power practice scoring, live-call monitoring, and drill generation.

Six principles
P1
Discovery before prescription
Diagnose the borrower's situation before quoting anything.
P2
Rapport as a discipline
Active listening is a behavior, not a personality trait.
P3
Reframe, don't fold
Objections are surfaced concerns — meet them with the borrower's own goals.
P4
Own the next step
Every call ends with a scheduled, specific commitment.
P5
Educate to the license line
Explain what the guideline says. Do not give advice you aren't licensed to give.
P6
Accuracy and integrity
No rate quote without a lock. No misrepresentation. Ever.
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.