5+ years of mortgage industry experience in sales and operations
3+ years of management experience leading inside sales teams
Proven track record in driving loan production and team performance
Expertise in workforce management and telephony metrics
Strong knowledge of mortgage products and regulatory requirements
Proficiency in loan origination systems and CRM platforms
Bachelor's Degree in Business, Finance, or related field (or equivalent experience)
Responsibilities
Lead execution of consumer direct sales strategy and oversee Loan Officers
Prepare and report team sales forecasts and performance metrics
Monitor team KPIs and coach Loan Officers to meet origination goals
Manage lead distribution and borrower journey metrics
Collaborate with Marketing and Business Intelligence on lead performance
Oversee daily loan sales operations and staffing forecasts
Establish performance improvement and training programs
Benefits
Hybrid work model with in-office days Tuesday to Thursday
Opportunity for career development and training programs
Collaboration with executive leadership on sales initiatives
Engagement with cross-functional teams to enhance borrower experience
Focus on employee development and performance improvement plans
Full Job Description
Position Title: Inside Sales Manager (Confidential Client) Location: Chicago, IL | Hybrid (in-office Tuesday-Thursday; remote Monday and Friday) Employment Type: Permanent Compensation
Salary: $100,000 - $120,000 annually
Position Summary
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. The role is non-producing, with five direct reports planned. Primary Functions
Prepare and update team-level monthly, quarterly, and annual sales forecasts; report progress, variances, and issues to the EVP, Inside Sales
Monitor team performance against KPIs and productivity standards; coach Loan Officers and implement approved action plans to meet origination goals
Maintain team sales reports and provide updates for leadership dashboards covering production, pipeline health, lead follow-up, and operational efficiency
Support implementation of approved annual business plans, growth strategies, sales initiatives, and departmental objectives
Monitor market conditions, competitive pricing, and borrower feedback
Help manage day-to-day lead distribution and follow-up; review lead performance and borrower journey metrics; support the portfolio recapture target of at least 80%
Work with Marketing and Business Intelligence teams on lead source performance and acquisition and recapture strategies
Oversee daily loan sales and operations; develop staffing forecasts, capacity models, and workforce management strategies
Oversee telephony performance, including speed-to-lead, contact rates, call quality, talk time, appointment conversion, and overall sales effectiveness metrics; enhance call routing and queue management
Lead, coach, mentor, and develop a team of Inside Sales Loan Officers; partner with HR and Talent Acquisition to recruit, interview, hire, and onboard
Establish performance improvement plans, succession plans, career development and training programs
Partner with Operations, Underwriting, Closing, Compliance, Marketing, Product, and Technology teams to improve loan cycle times, pull-through rates, and borrower experience
Partner with executive leadership on sales compensation plans, incentive programs, contests, and recognition initiatives
Establish and monitor customer satisfaction metrics; oversee quality assurance programs and sales call evaluations
Ensure compliance with mortgage lending policies and state and federal regulations, including RESPA, HMDA reporting, and IRS Mortgage Interest Statements
Perform other duties and responsibilities as assigned
Must-Haves
Minimum 5+ years of mortgage industry experience (mortgage sales and operations)
Minimum 3+ years of management experience
Proven experience leading high-performing Consumer Direct teams; an experienced Consumer Direct leader is required
Experience managing and coaching inside-sales teams and driving loan production
Workforce management expertise
Understanding of telephony metrics
Call-quality monitoring and analysis
Report-driven coaching and performance management
Bachelor's Degree in Business, Finance, or related field (or equivalent combination of years of experience with High School Diploma/GED)
Strong knowledge of mortgage products, underwriting guidelines, and regulatory requirements
Proficiency in loan origination systems, CRM platforms, and sales technology tools
Strong project management skills
Strong skills and experience in MS Word, Excel, and PowerPoint
