Inside Sales Manager, Consumer Direct Mortgage
Schedule: Hybrid, in office Tuesday through Thursday, remote Monday and Friday
Type: Full-time, permanent
About the Opportunity
Our client, an established mortgage lender and servicer, is seeking an experienced Consumer Direct leader to manage its inside sales team. Reporting to the EVP of Inside Sales, the Inside Sales Manager will lead a team of five Loan Officers and drive production growth, lead conversion, and a consistent borrower experience. This is a non-producing leadership role focused entirely on coaching, performance, and operational excellence.
What You’ll Do
Sales Strategy and Forecasting
- Build and update monthly, quarterly, and annual team forecasts from pipeline activity, and report progress and variances to the EVP
- Track team KPIs for production, conversion, profitability, and customer experience, and coach Loan Officers to hit origination goals
- Maintain sales reports and leadership dashboards covering pipeline health, lead follow-up, and efficiency
- Monitor market conditions, competitive pricing, and borrower feedback
Lead Management and Conversion
- Manage daily lead distribution, prioritization, and aging in line with approved strategies
- Identify missed follow-up and conversion opportunities, supporting a portfolio recapture target of 80% or higher
- Partner with Marketing and Business Intelligence on lead source performance and recapture campaigns
Call Center and Workforce Management
- Build staffing forecasts and capacity models to meet service level objectives
- Oversee telephony performance, including speed-to-lead, contact rates, call quality, talk time, and appointment conversion
- Improve call routing, queue management, and borrower engagement strategies
Team Leadership and Development
- Coach, mentor, and develop a high-performing team of inside sales Loan Officers
- Partner with HR and Talent Acquisition to recruit, hire, and onboard top sales talent
- Create training programs, performance improvement plans, and career paths
- Help shape sales compensation plans, incentives, and recognition programs
Cross-Functional Partnership, Quality, and Compliance
- Work with Operations, Underwriting, Closing, Compliance, Marketing, Product, and Technology to improve cycle times and pull-through
- Run quality assurance and call evaluation programs
- Ensure compliance with mortgage lending regulations, including RESPA and HMDA
What You Bring
- 5+ years of mortgage industry experience in sales and operations
- 3+ years of people management, ideally leading Consumer Direct or inside sales Loan Officer teams
- Proven track record driving loan production through report-driven coaching
- Workforce management expertise and a strong command of telephony and call-quality metrics
- Solid knowledge of mortgage products, underwriting guidelines, and regulatory requirements
- Proficiency with loan origination systems, CRM platforms, and MS Office (Excel especially)
- Bachelor’s degree in Business, Finance, or related field preferred; equivalent experience accepted
- Active NMLS license is a plus
Additional Details
- Relocation assistance is not available.
- Candidates must be authorized to work in the US without current or future visa sponsorship.