The Loan Store Accelerates Sales Productivity with MOZAIQ’s AI-Powered Email Companion
TLS automates up to 80% of Account Executive email volume, enabling faster broker response times and record loan growth without expanding headcount.
For most mortgage banks, the sales organization represents the greatest asset, the highest cost, and a challenge to scale effectively. At The Loan Store (TLS), a top-ten US wholesale mortgage lender, Account Executives (AEs) are central to the company’s success, helping to drive an extraordinary growth trajectory from $10 million to over $1.5 billion in monthly originations in under two years.
As volumes surged, however, AEs became bogged down by the growing flood of email communication from brokers, partners, and internal teams. Routine messages, urgent escalations, and transactional requests all competed for attention, consuming more than half of each AE’s workday, time that should have been spent selling and nurturing broker relationships.
TLS faced a dilemma: either hire more AEs or add support staff—both options increasing costs and diluting efficiency. They needed a smarter, scalable solution that could preserve and even enhance AE productivity and responsiveness, while containing operational overhead without compromising compliance.
The Solution
TLS partnered with MOZAIQ to design and deploy the Email Companion solution, an AI-powered assistant that integrates directly into Microsoft Outlook.
The Email Companion automatically triages, prioritizes, routes, and drafts responses to inbound emails in real time—escalating only complex or time-sensitive items to the AE. Each response reflects the AE’s authentic tone and communication style, learned securely from historical correspondence.
Crucially, the system was engineered with Responsible AI controls: every interaction is logged and auditable, ensuring transparency, compliance, and human oversight. The AE remains fully in control and can intervene at any time.
Within weeks, TLS AEs experienced a transformative, immediate, and measurable impact to their daily workflow—achieving more with the same team, without compromising quality or customer experience.
The Business Benefits
- Up to 80% reduction in manual email workload, freeing AEs to focus on selling and relationship building.
- Faster response times and improved broker satisfaction, with consistent communication quality.
- Scalable growth without increasing headcount or fixed cost.
- Full auditability and compliance through Responsible AI architecture.
“The Email Companion has delivered an almost 80% lift for our most expensive and valuable TLS resource: the Account Executive. It’s not replacing people; it’s assisting them, freeing them from the mundane tasks that slow them down so they can focus on selling more loans and creating a great customer experience.”
— Phil Shoemaker, CEO, The Loan Store
