Michael Middleman joined Freedom Mortgage in 2013 and rose through the ranks to his current role where he is responsible for call center sales, call center fulfillment, marketing and information technology. Under Middleman’s leadership in call center sales, the business unit more than tripled the closed loan volume from $17.6 billion in 2019 to $73 billion in 2020 during the pandemic, all while moving his team to home offices last March. Middleman instituted programs and tools which have resulted in reduced cycle times, simplified loan sale processes and enhanced customer experience. Sales operation efficiencies improved by 20% year over year and have positioned Freedom Mortgage’s call center division to compete aggressively in the low-rate market and yield increased profitability. Middleman also guided Freedom’s Call Center through a drastic surge in production volume last year, as they nearly doubled the call center division’s employee headcount.
What is the one habit that has helped you succeed?
“The habit that has best helped me succeed is setting strategic and tactical goals that are outcome-based. It’s important to habitually focus on measuring progress against those goals. I’ve found it critical, as a leader, to ensure that I’m setting goals for myself and our teams that align throughout the organization, from top to bottom.”