KeyBank

Home Lending Enterprise Retail Sales Manager

KeyBank • $100K — $120K *
East Hartford, CT 06118In-Person
Finance & Insurance
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years of mortgage or equivalent retail/lending experience required
  • Proven ability to develop and execute business plans to exceed results
  • 3+ years of management experience in a retail sales environment preferred
  • Demonstrated ability to drive a high performing team preferred
  • Established network of local real estate contacts and a proven book of business required

Responsibilities

  • Build and lead a team of Mortgage Loan Originators (MLOs) and Community Development Mortgage Loan Officers (CDLOs)
  • Achieve or exceed production goals for retail branch and Key Private Bank markets
  • Ensure MLO compliance with branch and private bank coverage models
  • Manage mortgage pipeline, ensuring quality and efficient processing
  • Develop and execute training programs for team on lending products and processes
  • Originate and process 1-4 family residential mortgage transactions
  • Foster collaborative relationships for excellent client experience and partnerships

Benefits

  • Eligibility to earn commission and deferred incentive compensation
  • Flexible work options in a mobile environment when applicable
  • Supportive corporate culture focusing on employee development and well-being
  • Comprehensive benefits package including health, wellness, and retirement options
  • Provisions for occasional travel and potential for overnight stays
Full Job Description
Location:
950 Silver Lane, East Hartford Connecticut

Job Summary
The HL Enterprise Retail Sales Manager (ERSM) reports directly to the Home Lending Market Leader and is accountable for creating an engaging sales culture for employees to develop the skills and confidence required to grow the business by helping new and existing clients with home lending solutions. ERSMs prioritize and lead delivering Crazy Good Service to all clients. The ERSM primary responsibilities are to recruit external LO talent, lead a span of 3-8 loan officers (spans of control are defined by National Sales Executive and Home Lending Market Leader) and lead production representative of their local market, branch referred business and Key Private Bank (KPB) referrals and KPB mortgage trade areas. The ERSM leads a team of Mortgage Loan Originators (which include Mortgage Loan Officers (MLO) & Community Development Mortgage Loan Officers (CDLO)) effective at originating high quality home lending originations and must demonstrate expertise with the local real estate market attributes (property taxes, transfer taxes, millage rates, etc.). This role will develop and lead strategies and tactics in their local markets to build local Center of Influence (COIs) for their MLOs and CDLOs. The position also partners closely with Retail Leaders to increase lending acumen of branch and KPB teammates. The ERSM would also be expected to originate and have a proven book of business and COIs in the local market. The ERSM would be expected to achieve targeted performance goals (quality and productivity) with respect to their own personal production in parallel to achieving the performance goals and expectations as a manager of a team of loan officers.

Essential Functions
  • Responsible for building, developing, coaching, motivating, and leading a team of Mortgage Loan Originators (MLOs), CDLOs and/or mortgage associates skilled and confident to deliver clients' full lending needs.
  • Responsible for achieving or exceeding mortgage and home equity production goals for both their assigned Retail branch markets and Key Private Bank (KPB) markets. Sets the tone and expectation around partnership and performance objectives. Manages and evaluates performance to achieve respective goals.
  • Ensure MLO adherence to the branch and private bank coverage model.
  • Accountable for market, branch and KPB market level pipeline management, upfront file quality, drive expected pull-thru and funding rates, and achieving established benchmarks for client NPS scores.
  • Serves as a market's residential real-estate options/products and lending expert with joint accountability/ownership with Retail Leaders, Branch Managers and KPB Leaders to achieve the residential real estate lending production and production goals of their respective branches and KPB markets.
  • Manage facilitation, results, and improvements with credit decision escalation process, pricing exceptions, and overall pull through
  • Lead and support the development, delivery and execution of training/skill building for branch and KPB employees on changes to all consumer credit products, systems and technology, and processes - building the confidence in branch and KPB employees.
  • Maintain an internal and external talent pipeline; hires, trains and onboards new employees grounded in Key's Financial Wellness mission.
  • Build strong collaborative relationships with internal partners to drive excellent client experience, high-quality originations and strong partnerships between branches, operations, underwriting, and fulfillment
  • Proactively engage the Area Retail Leaders (ARLs) to facilitate field action and the Consumer Loan Center (CLC) where a pipeline appears stalled; diagnose why and consult/ recommend solutions to improve pipeline
  • Responsible and accountable for compliance in all aspects of their geography inclusive of Communicate Reinvestment Act (CRA), Low to Moderate Income (LMI) and MMCT requirements
  • Effectively assist MLOs with resolving client complaints within a timely fashion
  • Partner with Home Lending Leaders (HLC) leaders to ensure right channel of execution and achieving production success for the assigned markets.
  • Ensure MLOs adhere to the Key Home Lending policies, including government regulations; ensure information is properly disclosed to clients. Responsible for overall compliance and quality control within the department - ensuring documentation is appropriate; application packages are timely, quality is acceptable, and timely completion of disclosures.
  • Manage employee hours worked in accordance with and compliant with KeyBank's time tracking policies
  • Assists clients with the origination of residential mortgage loans, including providing analysis and advice to current and prospective clients on home lending solutions that meet their needs and financial objectives. The ERSM is expected to develop referrals to grow Key's home lending business and client base. The ERSM is expected to meet or exceed established sales goals while maintaining high standards of client satisfaction and loan quality.
  • Prospects home lending business to build and develop new client loan originations and relationships and new originations. This can include developing internal referral relationships as well as developing external centers of influence to refer home lending opportunity
  • Originate and process 1-4 family residential real estate mortgage transactions in accordance with Home Lending process and product guidelines
  • Responsible for gathering documents at the time of registering a loan and is expected to remain, the primary point of contact for the client during the duration of the loan process
  • This person is to maintain high standards of client satisfaction and quality, ensure sales/originator systems and workflows are efficiently controlled.
  • Develops and maintains in-depth knowledge of products and services as well as knowledge of competitors and competitive products while serving as the subject matter expert within the market
  • Maintains proficiency on sales/originator systems and develop and maintain efficient workflows
  • Keeps informed of trends and developments in the real estate market and mortgage industry
  • Ability to foster internal and external relationships.
  • Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
  • Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.
  • Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
  • Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.


Education
  • Bachelor's Degree Business or Finance or Equivalent Experience (preferred) or


Work Experience
  • 5+ years Mortgage experience or equivalent retail/lending experience which includes selling financial products (required)
  • Proven ability to develop and execute business plans - capable of meeting and exceeding results (required)
  • 3+ years Management experience in a retail sales environment (preferred)
  • Demonstrated ability to drive a high performing team (preferred)
  • Proven network of local real estate COIs and past client book of business (required)


Skills
  • Excellent communication skills, both written and verbal.
  • Demonstrated effective leadership with the ability to manage, coach and champion a successful sales team both locally and remotely coupled with the proven ability to lead change.
  • Proven ability to establish and maintain collaborative partnerships among the field, LOBs and support partners.
  • Strong customer service skills.
  • Proficient in sales and service skills, including tele-consulting, prospecting, networking, and COI relationship management.
  • Demonstrate strong financial acumen by understanding the business priorities of clients, analyzing market trends, and providing strategic advice on mortgage products and lending solutions.
  • Generate new mortgage business and manage the loan origination process from initial application through to closing.
  • Navigate the home mortgage process, from application to closing, providing advice on interest rates and repayment terms.
  • Working knowledge of consumer loan underwriting, processing, closing and regulations
  • Build partnerships with real estate agents and financial advisors.
  • Proficiency in sales/originator systems and workflow management
  • Working knowledge of FNMA, FHLMC, FHA, VA, TIL regulations, Equal Credit Opportunity Act, RESPA regulations, local and state real estate and finance laws.


Core Competencies
  • All KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.


Physical Demands
  • General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.


Travel
  • Occasional travel to include overnight stay.


Driving Requirements
  • May need to drive to multiple locations in a single day; ability to operate a motor vehicle with a valid driver's license required.


COMPENSATION AND BENEFITS
This position is eligible to earn commission and deferred incentive compensation.

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 10/02/2026

About KeyBank

Shockingly, nearly 9-in-10 people who get their real estate license in America fail. We're solving that problem; And doing it while increasing profitability for the brokerage. Through technology, business automation, and a team approach we have created a system where agents focus solely on working with clients and closing deals.

KeyBank Careers

Joining KeyBank means stepping into a world of professional growth and innovation, where job opportunities abound in an environment that values leadership, diversity, and forward-thinking. As a member of our team, you will be part of a company that's committed to empowering your career journey while contributing to the financial wellness of our communities.

Work You'll Do

At KeyBank, we're not just in the business of banking; we're in the business of helping individuals and communities thrive. By joining our team, you will have the chance to be part of a culture that celebrates diversity and fosters leadership and professional development. Whether you're looking for a position in customer service, IT, finance, or management, KeyBank offers a variety of roles suited to your skills and career aspirations.

Innovate and Lead

KeyBank stands at the intersection of finance and innovation. Our employees are encouraged to lead with creativity and integrity, driving solutions that make a real difference. With a focus on digital transformation and sustainable growth, your work at KeyBank will challenge the status quo and encourage you to explore new ideas.

Grow Your Career

Career growth at KeyBank is not just a possibility—it's a priority. We are dedicated to your professional development through comprehensive training programs, leadership workshops, and continuous learning opportunities. Our commitment to your growth is matched by our dedication to inclusion, ensuring all voices are heard and valued.

Be Part of a Great Team

Our team at KeyBank is our strongest asset. We believe in using our collective skills to foster an environment of innovation and collaboration. Join us and connect with colleagues who are just as passionate and driven as you are. Through teamwork, we achieve exceptional results and push the boundaries of what's possible in the banking sector.

Internship and Employment Opportunities

For those starting their careers, KeyBank offers robust internship and employment opportunities that provide a solid foundation in the financial industry. Interns at KeyBank gain hands-on experience, beneficial networking connections, and insights into our day-to-day operations, setting the stage for a successful career.

Benefits and Culture

KeyBank is committed to offering benefits that enhance your life and well-being. From healthcare to retirement plans, and flexible working conditions, we ensure our employees are well taken care of. More than just benefits, our company culture is built on respect, integrity, and accountability—values that guide us in making a positive impact on our clients and communities.

Join Our Team

Explore the job opportunities at KeyBank and find the right fit for your skills and interests. We are continuously hiring and looking for individuals who are curious, innovative, and ready to make a difference. Prepare your resume, ace your interview, and join a team that's dedicated to your success and to transforming the landscape of banking.

Stay Connected

Keep up to date with the latest career tips, industry insights, and company news by following our careers blog. Personalize your experience by subscribing to job alert emails tailored to your preferences, and discover the exciting and rewarding career opportunities that await at KeyBank.

Search KeyBank Jobs

Ready to take the next step in your career? Search open positions at KeyBank that match your skills and interests. We look for passionate, creative, and solution-driven team players who are ready to grow and succeed in a dynamic and supportive environment.

SEARCH KEYBANK JOBS

Join KeyBank and be part of a company where your career is as important to us as it is to you. Together, let's unlock opportunities for growth, innovation, and meaningful impact in the financial world.
Learn more about KeyBank
Size
17,110 employees
Market Cap
$16 billion
Industry
Finance & Insurance
Net Income
$1.3 billion
Founded
1825
5 Year Trend
+5.6%
NASDAQ
KEY
* Ladders Estimates

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