Consumer Direct Branch Manager

MSC SERVICES LLC • Colorado Springs, CO

7d • $100,000 - $150,000 • Onsite

About The Position

The Consumer Direct Branch Manager is responsible for leading a centralized sales team that focuses on company-generated leads and inbound inquiries. A primary aspect of this role is the mentorship and development of aspiring and new Loan Officers. This manager oversees a "sales floor" environment, ensuring high lead-to-conversion ratios, maintaining strict adherence to phone etiquette and scripting, and fostering a high-energy culture of growth. This is a leadership-focused role that prioritizes team production and professional development over personal production.

Requirements

• A passion for teaching and a proven ability to turn entry-level talent into high-producing Loan Officers.
• Proficiency in Lead Management Systems (Encompass) and automated dialing technology.
• Understanding of the Consumer Direct model, which differs from traditional retail in its pace and lead-handling requirements.
• Ability to interpret lead data and conversion reports to identify training gaps.
• Strong grasp of TRID, RESPA, TILA, and telephone solicitation laws (TCPA).
• Ability to maintain team morale and focus in a repetitive, fast-paced environment.
• Government Lending Expert: Expert-level proficiency in FHA and VA loan programs, including a deep understanding of DE (Direct Endorsement) and SAR (Staff Appraisal Reviewer) guidelines, occupancy requirements, and mortgage insurance structures.
• Agency Guidelines: Strong working knowledge of Fannie Mae (FNMA) and Freddie Mac (FHLMC) conventional guidelines, as well as USDA rural housing programs.
• Advanced Income Analysis: Ability to train junior staff on complex income calculations, including self-employed borrowers, rental income, and analyzing personal and business tax returns.
• Automated Underwriting Systems (AUS): Expert proficiency in navigating Desktop Underwriter (DU) and Loan Product Advisor (LPA) to troubleshoot findings and resolve eligibility issues.
• Product Fit Mentorship: Skill in teaching Loan Officers how to "structure" a deal by selecting the optimal loan product based on the borrower’s specific financial profile and long-term goals.
• Compliance Mastery: Thorough understanding of Disclosure requirements (LE/CD timelines), Fair Lending practices, and the Ability-to-Repay (ATR) / Qualified Mortgage (QM) rules.
• High school diploma or equivalent is required; Bachelor’s degree preferred.
• 3+ years of management experience in a mortgage Consumer Direct or call-center mortgage environment.
• Proven track record of training and developing unlicensed or junior staff.
• Active NMLS license is required.

Responsibilities

• Direct the training program for aspiring Loan Officers and Loan Officer Assistants. This includes coaching on sales techniques, product knowledge, and the NMLS licensing process.
• Oversee the distribution and conversion of company-provided leads. Monitor CRM data to ensure timely follow-up and maximize the Return on Investment (ROI) of lead spend.
• Audit team pipelines daily to ensure loans are moving efficiently from application to disclosure and into processing.
• Maintain a high-energy, disciplined and positive sales environment.
• Conduct daily "stand-up" meetings to review goals, overcome objections, and celebrate daily wins.
• Develop and refine phone scripts to ensure all team members are communicating MSF values and mortgage options effectively and compliantly.
• Monitor Key Performance Indicators (KPIs) such as outbound call volume, talk time, lead-to-app ratios, and pull-through rates.
• Identify and interview entry-level sales talent with the potential to grow into top-tier mortgage professionals.
• Work closely and partners with the Marketing department to provide feedback on lead quality and with the Operations team to ensure files meet quality standards before submission.
• Review team loan files to ensure compliance with federal and state regulations, as well as MSF internal guidelines.
• Maintain regular, reliable and predictable on-site attendance, which is an essential function of this role.
• Perform other duties as assigned.

Benefits

• Mortgage Solutions of Colorado, LLC d/b/a Mortgage Solutions Financial (“MSF”) offers a comprehensive benefit package and PTO (paid time off) for eligible employees.
• The benefit package includes Health, Dental and Vision Insurance, options to participate in a Health Savings Account, Flexible Spending Account, Life and AD&D coverage, voluntary Short-Term, Long-Term Disability and Supplemental insurance.
• In addition, eligible employees have the option to participate in a company retirement plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED