Inside Sales Manager

MetaOption, LLC•Chicago, IL

3d•Onsite

About The Position

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. The role is accountable for business results, including lead conversion, pipeline management, forecasting, workforce planning, customer experience, and employee development. Through strategic leadership, coaching, and cross-functional partnership, the manager builds a high-performing sales organization that achieves production goals, ensures compliance, and delivers a consistent customer experience while supporting company growth objectives. The manager oversees sales forecasting and performance, lead management and conversion, call center operations and workforce planning, talent acquisition and development, compensation and performance management, customer experience and quality assurance, and compliance. The position partners with executive leadership and teams across Operations, Underwriting, Closing, Compliance, Marketing, Product, Technology, Human Resources, and Talent Acquisition.

Requirements

At least 5 years of experience in mortgage sales and operations.
Bachelor’s degree in Business, Finance, or a related field, or an equivalent combination of experience with a high school diploma or GED.
Proven ability to manage inside sales teams and drive loan production.
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.
Strong verbal and written communication, interpersonal, collaboration, and relationship-building skills.
Effective talent selection, training, coaching, and performance management skills.
Ability to foster positive employee engagement and trust.
Strong results orientation, analytical ability, judgment, problem-solving skills, and attention to detail.
Ability to prioritize effectively under tight deadlines in a fast-paced, dynamic environment.
Self-directed approach, professional maturity, integrity, and ability to maintain confidential information.
Strong business acumen, fiscal and technical aptitude, and quality and compliance orientation.

Nice To Haves

Active NMLS License.
At least 3 years of experience managing people and leading teams.

Responsibilities

Prepare and update monthly, quarterly, and annual team sales forecasts; report progress, variances, and issues to the EVP, Inside Sales.
Monitor team KPIs and productivity standards, coach Loan Officers, and implement approved action plans to meet origination goals.
Maintain sales reports and provide leadership dashboard updates on production, pipeline health, lead follow-up, and operational efficiency; identify issues and recommend corrective actions.
Support approved business plans, growth strategies, sales initiatives, and departmental objectives, translating priorities into team activities and monitoring progress.
Monitor market conditions, competitive pricing, and borrower feedback, and share observations with the EVP, Inside Sales.
Manage day-to-day lead distribution and follow-up under approved strategies; monitor execution and coach Loan Officers to improve conversion.
Review lead performance and borrower journey metrics to identify missed follow-up, aging leads, and conversion opportunities, including support for a portfolio recapture target of at least 80%.
Work with Marketing and Business Intelligence to review lead-source performance, share team feedback, and implement approved acquisition and recapture strategies.
Oversee daily loan sales and operations to ensure efficient and effective processes.
Develop staffing forecasts, capacity models, and workforce management strategies to ensure appropriate sales coverage and meet service-level objectives.
Oversee telephony performance, including speed-to-lead, contact rates, call quality, talk time, appointment conversion, and sales effectiveness.
Evaluate and enhance call routing, queue management, and borrower engagement strategies.
Lead, coach, mentor, and develop a high-performing team of Inside Sales Loan Officers.
Partner with Human Resources and Talent Acquisition to recruit, interview, hire, and onboard sales professionals.
Establish performance improvement plans, succession plans, and career development programs.
Design and implement new-hire and ongoing training programs covering sales techniques, mortgage products, and consistent sales practices.
Foster accountability, continuous improvement, recognition, and employee engagement.
Partner with Operations, Underwriting, Closing, Compliance, Marketing, Product, and Technology to improve loan cycle times, pull-through rates, and borrower experience.
Optimize pipeline performance, identify bottlenecks, and lead cross-functional initiatives to improve efficiency, scalability, conversion, and customer satisfaction.
Partner with executive leadership to develop, administer, and evaluate sales compensation plans, incentives, contests, and recognition initiatives.
Monitor productivity and profitability metrics to ensure compensation programs align with organizational objectives.
Establish and monitor customer satisfaction and borrower experience metrics; implement strategies to improve engagement, retention, and loyalty.
Oversee quality assurance programs, sales call evaluations, and coaching to ensure adherence to company standards and regulatory requirements.
Ensure compliance with mortgage lending policies and state and federal regulations, including RESPA, HMDA reporting, and IRS Mortgage Interest Statements.
Develop knowledge of VDM’s business, goals, and objectives, and maintain relationships across the organization.
Complete required company and department training and maintain current knowledge of federal, state, and local regulations.
Ensure audit and control processes are current and followed in accordance with company policies, department objectives, and applicable requirements.
Model ethical standards, professionalism, and the code of conduct, and demonstrate behaviors aligned with VDM’s Values and Operating Principles.
Perform other duties and responsibilities as assigned.