Inside Sales Manager, Mortgage (Consumer Direct)

BSD Business Consulting • Chicago, IL

2d • Hybrid

About The Position

A national mortgage servicer and lender is hiring an Inside Sales Manager to lead its consumer direct team of Loan Officers. The manager owns team results across lead conversion, pipeline, forecasting, staffing, customer experience, and employee development. A significant focus is recapture—helping existing customers obtain their next loan—with a portfolio recapture goal of 80% or more. The position follows a hybrid schedule in Chicago, Illinois, and reports to the EVP of Inside Sales.

Requirements

• Active NMLS license is required.
• At least 5 years of experience in mortgage sales and operations.
• Proven success managing inside sales teams and driving loan production.
• Strong knowledge of mortgage products, underwriting guidelines, and regulations.
• Comfort with loan origination systems, CRMs, sales technology, and Excel.
• Ability to use reports and dashboards to identify and resolve problems.
• Clear communication and coaching skills, with an ability to build trust and accountability.
• Bachelor's degree in Business, Finance, or a related field, or equivalent experience.

Nice To Haves

• At least 3 years of experience managing people and leading teams is highly preferred.
• Retention or recapture experience at a servicer is a plus.

Responsibilities

• Lead, coach, and develop a team of inside sales Loan Officers, including hiring, onboarding, performance plans, and career growth.
• Build monthly, quarterly, and annual forecasts from pipeline data and report progress to leadership.
• Track production, conversion, speed-to-lead, contact rates, call quality, and customer satisfaction KPIs, and act on the findings.
• Manage daily lead distribution and follow-up so leads do not age out.
• Run staffing forecasts and call routing to ensure appropriate team coverage.
• Design training on sales techniques, mortgage products, and compliant sales practices.
• Partner with Marketing, Operations, Underwriting, Closing, Compliance, and Technology to improve cycle times, pull-through, and the borrower experience.
• Help shape sales compensation plans, contests, and recognition programs.
• Ensure the team complies with RESPA, HMDA, and state and federal lending rules.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level