Sales Manager - Interior

Inside Mortgage Sales - Manager

Chicago, IL 60605

Salary : Top 10% of industry

Required Experience:

Minimum 5+ years of mortgage industry experience.

Minimum 3+ years of management experience.

Proven experience leading high-performing Consumer Direct teams.

Experience managing and coaching inside-sales teams.

Workforce management expertise.

Understanding of telephony metrics.

Call-quality monitoring and analysis.

Report-driven coaching and performance management.

Additional Notes:

An experienced Consumer Direct leader is required.

The role will be non-producing.

Five direct reports planned.

Work Schedule:

Tuesday–Thursday: In-office.

Monday and Friday: Remote.

Reporting to the EVP, Inside Sales, the Inside Sales Manager leads the execution of the organization's consumer direct sales strategy, overseeing a team of Loan Officers and driving production growth, sales performance, and operational excellence. This role is accountable for business results, including lead conversion, pipeline management, forecasting, workforce planning, customer experience, and employee development. Through strategic leadership, coaching, and cross-functional partnership, the manager builds a high-performing sales organization that achieves production goals, ensures compliance, and delivers consistent customer experience while supporting the company's growth objectives.

Essential Job Functions

Sales Strategy, Forecasting & Business Management

Prepare and update team-level monthly, quarterly, and annual sales forecasts using pipeline activity and expected production; report progress, variances, and issues to the EVP, Inside Sales.

Monitor team performance against established key performance indicators (KPIs) and productivity standards for production, conversion, profitability, customer experience, and employee performance; coach Loan Officers and implement approved action plans to meet assigned origination goals.

Maintain team sales reports and provide accurate updates for leadership dashboards covering production, pipeline health, lead follow-up, and operational efficiency; identify issues and recommend corrective actions to the EVP, Inside Sales.

Support the EVP, Inside Sales in implementing approved annual business plans, growth strategies, sales initiatives, and departmental objectives; translate assigned priorities into daily team activities and monitor progress.

Monitor market conditions, competitive pricing, and borrower feedback; share observations with the EVP, Inside Sales and help the team apply approved product and sales guidance.

Lead Management & Conversion Optimization

Help manage day-to-day lead distribution and follow-up in accordance with approved lead management strategies, including prioritization, segmentation, and aging guidelines; monitor execution and coach Loan Officers to improve conversion.

Review team lead performance and borrower journey metrics to identify missed follow-up, aging leads, and conversion opportunities; implement approved improvements to support marketing and servicing-generated opportunities and the portfolio recapture target of at least 80%.

Work with Marketing and Business Intelligence teams to review lead source performance, share team feedback and help implement approved acquisition and recapture strategies; support assigned campaigns through timely lead follow-up and borrower engagement.

Call Center & Workforce Management

Oversee daily loan sales and operations, ensuring efficiency and effectiveness in all processes.

Develop staffing forecasts, capacity models, and workforce management strategies to ensure appropriate sales coverage and achievement of service level objectives.

Oversee telephony performance, including speed-to-lead, contact rates, call quality, talk time, appointment conversion, and overall sales effectiveness metrics.

Evaluate and enhance call routing, queue management, and borrower engagement strategies to improve customer experience and maximize conversion opportunities.

Talent Acquisition & Team Development

Lead a high-performing team of Inside Sales Loan Officers, managing performance and providing coaching, mentoring, and professional development.

Partner with Human Resources and Talent Acquisition to recruit, interview, hire, and onboard high-performing sales professionals.

Establish performance improvement plans, succession plans, and career development programs to support employee growth and organizational stability.

Design and implement new hire and ongoing training programs that enhance sales techniques, mortgage product expertise, and consistency in sales practices; lead or participate in related team projects and professional development initiatives.

Foster a culture of accountability, continuous improvement, recognition, and employee engagement.