Inside Sales Manager

Position Summary

Reporting to the EVP, Inside Sales, the Inside Sales Manager is responsible for leading and executing the organization#39;s consumer direct mortgage sales strategy through effective management, development, and performance oversight of a team of Inside Sales Loan Officers. This role drives loan production, lead conversion, pipeline performance, operational efficiency, and an exceptional borrower experience while ensuring alignment with organizational growth and profitability objectives.

The Inside Sales Manager is accountable for team performance and business results, including sales forecasting, production goals, lead management, workforce planning, employee development, and operational execution. Through data-driven decision-making, strategic coaching, performance management, and cross-functional collaboration, this leader builds a high-performing, accountable sales organization that consistently delivers results while maintaining compliance with company policies and regulatory requirements.

Essential Job Functions

1. Sales Leadership, Strategy amp; Business Performance

• Lead the execution of the consumer direct sales strategy, translating departmental objectives and business priorities into actionable team goals and performance expectations.
• Establish, monitor, and manage monthly, quarterly, and annual sales forecasts based on pipeline activity, lead volume, conversion trends, and anticipated production.
• Drive achievement of assigned loan origination, revenue, conversion, productivity, and profitability goals.
• Monitor team and individual performance against established key performance indicators (KPIs), identifying performance gaps, opportunities, and trends; develop and execute corrective action plans as needed.
• Maintain accurate sales reporting and provide regular performance updates to the EVP, Inside Sales, including production results, pipeline health, forecast variances, and operational challenges.
• Analyze market conditions, competitive trends, product performance, and borrower feedback to identify opportunities and recommend improvements to sales strategies.
• Support the development and implementation of annual business plans, departmental initiatives, and growth strategies.

2. Lead Management amp; Sales Conversion

• Oversee daily lead management and distribution to ensure timely, consistent, and effective borrower engagement in accordance with established lead management strategies.
• Establish accountability for lead follow-up, prioritization, segmentation, and aging to maximize conversion opportunities and minimize lead leakage.
• Analyze lead source performance, borrower engagement, conversion rates, and pipeline trends to identify opportunities for improved sales effectiveness.
• Partner with Marketing and Business Intelligence to evaluate lead quality, campaign effectiveness, and acquisition strategies.
• Drive execution of portfolio recapture initiatives, supporting the organizational target of at least 80% recapture through effective borrower outreach, follow-up, and conversion strategies.
• Coach Loan Officers on consultative selling, borrower engagement, objection handling, and follow-up strategies to improve conversion and overall sales performance.

3. Call Center amp; Workforce Management

• Direct daily sales operations to ensure appropriate staffing, productivity, responsiveness, and alignment with established service level objectives.
• Develop and manage staffing forecasts, capacity planning, scheduling, and workforce management strategies to support fluctuating lead volume and business demand.
• Monitor and optimize telephony and contact center performance, including speed-to-lead, contact rates, call quality, talk time, appointment conversion, and overall sales effectiveness.
• Evaluate call routing, queue management, and borrower engagement processes to improve accessibility, responsiveness, and conversion opportunities.
• Identify operational inefficiencies and implement approved process improvements that enhance team productivity and the borrower experience.
• Balance staffing resources and production expectations to support business growth while maintaining operational efficiency.

4. Talent Acquisition, Leadership amp; Employee Development

• Lead, develop, and motivate a high-performing team of Inside Sales Loan Officers, establishing clear expectations and accountability for individual and team results.
• Provide ongoing coaching, performance feedback, mentoring, and professional development to strengthen sales capabilities and improve employee performance.
• Partner with Human Resources and Talent Acquisition to identify, recruit, interview, select, and onboard qualified sales professionals.
• Establish and execute performance improvement plans, succession planning, and career development strategies to support employee growth and organizational continuity.
• Oversee new hire training and ongoing development programs focused on mortgage products, sales techniques, systems, regulatory requirements, and consistent sales practices.
• Foster a culture of accountability, collaboration, continuous improvement, recognition, and employee engagement.
• Identify emerging talent and develop future leaders to support the long-term growth and scalability of the organization.

5. Cross-Functional Collaboration amp; Operational Excellence

• Build strong partnerships with Operations, Underwriting, Closing, Compliance, Marketing, Product, Technology, and other business partners to improve the end-to-end mortgage process.
• Identify opportunities to improve loan cycle times, application-to-close conversion, pull-through rates, and overall borrower satisfaction.
• Monitor pipeline movement and operational handoffs to identify bottlenecks, recurring issues, and opportunities for process improvement.
• Lead or participate in cross-functional initiatives that improve sales effectiveness, operational scalability, and organizational performance.
• Communicate team feedback, business needs, and operational challenges to appropriate stakeholders and executive leadership.
• Support the implementation of new systems, processes, products, and departmental initiatives that enhance the effectiveness of the consumer direct channel.

6. Compensation amp; Performance Management

• Partner with executive leadership to develop, implement, and evaluate sales compensation plans, incentive structures, contests, and recognition programs.
• Monitor individual and team productivity, profitability, and performance to ensure compensation programs support desired business outcomes.
• Evaluate the effectiveness of incentive programs and recommend adjustments based on production trends, organizational priorities, and performance results.
• Ensure consistent communication and administration of compensation and performance expectations.

7. Customer Experience amp; Quality Assurance

• Establish and monitor customer experience and satisfaction metrics to ensure consistent, high-quality borrower engagement throughout the sales process.
• Promote a borrower-focused sales culture centered on responsiveness, professionalism, transparency, and relationship development.
• Oversee sales quality assurance practices, including call evaluations, performance reviews, and coaching initiatives.
• Identify trends in borrower feedback, complaints, and quality evaluations and implement strategies to address deficiencies.
• Ensure sales practices and borrower communications align with company standards, applicable regulatory requirements, and established quality expectations.

8. Compliance amp; Organizational Responsibilities

• Ensure team compliance with applicable mortgage lending laws, regulations, licensing requirements, and company policies, including RESPA, HMDA, and applicable IRS mortgage interest reporting requirements.
• Maintain current knowledge of federal, state, and local regulatory requirements impacting mortgage lending and inside sales operations.
• Ensure required audits, controls, documentation, and departmental processes are maintained and consistently followed.
• Develop a comprehensive understanding of VDM#39;s business, strategic objectives, organizational structure, and operating priorities.
• Build and maintain effective working relationships across the organization to support collaboration and business objectives.
• Ensure successful completion of all required company and departmental training.
• Demonstrate and reinforce ethical conduct, professionalism, accountability, and adherence to VDM#39;s Values and Operating Principles.
• Perform other duties and responsibilities as assigned.

Key Characteristics amp; Leadership Attributes

• Strong leadership presence with the ability to inspire, motivate, and develop high-performing sales teams.
• Results-oriented with a demonstrated ability to drive production, accountability, and business performance.
• Strong coaching, mentoring, talent development, and performance management capabilities.
• Excellent verbal and written communication skills, including the ability to influence and collaborate across all levels of the organization.
• Strong analytical and critical-thinking skills with the ability to interpret data, identify trends, and translate insights into actionable business strategies.
• Demonstrated business acumen and financial aptitude, including an understanding of sales productivity, profitability, and operational performance.
• Highly organized with strong prioritization, planning, and time management skills.
• Effective problem-solving and decision-making abilities, including sound judgment in a fast-paced environment.
• Adaptable and resilient, with the ability to lead through change and manage competing priorities.
• Strong interpersonal skills and the ability to build trust, credibility, and productive relationships.
• Collaborative leadership style that promotes employee engagement, teamwork, and continuous improvement.
• High degree of professionalism, integrity, discretion, and attention to detail.
• Strong commitment to quality, compliance, and customer experience.
• Self-directed with the ability to identify issues, take initiative, and proactively recommend solutions.

Job Specifications

• Bachelor#39;s degree in Business, Finance, Management, or a related field preferred; equivalent professional experience combined with a high school diploma or GED may be considered.
• Minimum of five (5) years of experience in mortgage sales, lending, or mortgage operations.
• Minimum of three (3) years of demonstrated people management and team leadership experience preferred.
• Proven experience leading inside sales, mortgage loan origination, or consumer direct sales teams with demonstrated success achieving production goals.
• Strong knowledge of mortgage products, loan origination processes, underwriting guidelines, and applicable regulatory requirements.
• Active NMLS license preferred.
• Experience with loan origination systems (LOS), customer relationship management (CRM) platforms, telephony systems, and sales performance reporting tools.
• Demonstrated experience with sales forecasting, pipeline management, workforce planning, and performance analytics.
• Strong project management, organizational, and process improvement skills.
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.

Competencies

• Ethical Conduct amp; Integrity
• Leadership amp; People Development
• Business Acumen
• Results Orientation
• Financial amp; Performance Management
• Analytical Thinking amp; Decision Making
• Organizational Skills
• Time Management
• Customer Focus
• Accountability amp; Execution

Work Environment

This position operates in a professional office environment and routinely utilizes standard office equipment and technology. The role requires regular interaction with employees, leadership, and cross-functional business partners. The position may require extended periods of computer use and participation in virtual and in-person meetings.