Role Summary

The Mortgage Sales Manager is responsible for leading the Credit Union's mortgage sales efforts by coaching Mortgage Loan Officers, strengthening referral relationships, driving loan production, and ensuring members receive a consistent, consultative, and high-quality mortgage experience. This role focuses on sales leadership, pipeline discipline, business development, performance management, and collaboration with mortgage operations to support loan growth while maintaining compliance with Credit Union policies, regulatory requirements, and secondary market guidelines.

Essential Duties and Responsibilities

• Lead, coach, motivate, and manage Mortgage Loan Officers to achieve established mortgage production, referral, quality, and member service goals.
• Develop and execute mortgage sales strategies that support Credit Union growth objectives, deepen member relationships, and expand mortgage market presence.
• Monitor individual and team pipelines, sales activity, conversion rates, referral sources, loan volume, pull-through, and service levels to identify coaching opportunities and improve results.
• Provide regular sales coaching, performance feedback, goal setting, and accountability for Mortgage Loan Officers and other assigned mortgage sales employees.
• Support mortgage business development by building and maintaining relationships with branch teams, real estate professionals, builders, community partners, and other referral sources.
• Partner with mortgage operations, processing, underwriting, closing, servicing, marketing, business development, and branch leadership to deliver a smooth and consistent member experience.
• Ensure Mortgage Loan Officers are trained on mortgage products, sales practices, loan origination systems, documentation expectations, compliance requirements, and service standards.
• Maintain strong working knowledge of mortgage products, including conventional fixed and adjustable-rate loans, jumbo loans, FHA, VA, USDA, construction loans, home equity products, HELOCs, condominium lending, and non-owner occupied lending.
• Review production trends, market conditions, pipeline reports, member feedback, and referral activity to recommend sales initiatives, process improvements, and service enhancements.
• Ensure mortgage sales activities comply with applicable federal and state regulations, Credit Union policies, NMLS SAFE Act requirements, fair lending expectations, investor guidelines, and internal procedures.
• Assist with resolving escalated member concerns, complex loan scenarios, and service issues in partnership with appropriate mortgage and Credit Union leaders.
• Participate in sales forecasting, production planning, staffing recommendations, marketing campaigns, product feedback, and strategic planning related to mortgage growth.
• Promote a positive, accountable, sales-focused, and member-first culture that reflects the Credit Union's mission, values, and commitment to the communities it serves.

Required Qualifications

• High school diploma or equivalent required; bachelor's degree in business, finance, real estate, or a related field preferred.
• Five or more years of mortgage lending, mortgage sales, or residential real estate lending experience required.
• Three or more years of mortgage sales leadership, supervisory, coaching, or team development experience preferred.
• Active or eligible registration under the NMLS SAFE Act required.
• Strong understanding of mortgage sales, loan origination, pipeline management, referral development, mortgage products, mortgage disclosures, regulatory compliance, and secondary market expectations.
• Demonstrated ability to coach sales performance, build referral relationships, drive production goals, and maintain a high-quality member experience.
• Excellent communication, sales coaching, problem-solving, relationship-building, analytical, and organizational skills.
• Proficiency with mortgage loan origination systems, Microsoft Office applications, reporting tools, CRM systems, and related lending technology.

Key Competencies

• Mortgage sales leadership
• Sales coaching and performance accountability
• Member-focused service
• Business development and referral relationship management
• Pipeline management and production analytics
• Mortgage product knowledge
• Regulatory and policy compliance
• Cross-functional collaboration and continuous improvement

ADA Requirements

PHYSICAL REQUIREMENTS

Must be able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers etc. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines /requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.