Inside Sales Manager, Chicago, IL

AALUCKS Talent Pro•Chicago, IL

5d•Onsite

About The Position

The Inside Sales Manager leads execution of the consumer direct sales strategy and manages a team of Loan Officers to drive production growth, sales performance, and operational excellence. Reporting to the EVP, Inside Sales, the manager is accountable for business results including lead conversion, pipeline management, forecasting, workforce planning, customer experience, and employee development. The role uses strategic leadership, coaching, and cross-functional partnership to build a high-performing sales organization that achieves production goals, meets compliance requirements, and supports company growth. The manager oversees sales forecasting and performance, lead distribution and conversion, call-center operations and workforce planning, hiring and team development, compensation and performance management, customer experience, quality assurance, and collaboration across operational and business functions. The role also ensures compliance with mortgage lending policies and applicable state and federal regulations, including RESPA and HMDA reporting. The position operates in a professional office environment and routinely uses standard office equipment.

Requirements

At least 5 years of experience in mortgage sales and operations; the posting also lists a minimum of 5 years of mortgage industry experience.
Experience leading teams; the posting lists 3+ years managing people and leading teams as highly preferred.
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, relationship-building, collaboration, and team-orientation skills.
Effective talent selection, training, coaching, and performance management skills; ability to foster positive employee engagement and trust.
Results orientation, adaptability, and learning agility.
Analytical skills and sound judgment, including the ability to interpret data, identify opportunities, and propose solutions.
Strong problem-solving abilities and attention to detail, with a quality and compliance orientation.
Ability to prioritize effectively under tight deadlines in a fast-paced, dynamic environment and manage time effectively.
Self-directed approach and ability to proactively ask questions and surface issues or concerns.
Professional maturity, integrity, and ability to maintain confidential information.
Strong business acumen, fiscal aptitude, and technical aptitude.
Bachelor’s degree in Business, Finance, or a related field, or an equivalent combination of experience with a High School Diploma/GED.
Ability to demonstrate ethical conduct, time management, organizational skills, and financial management.

Nice To Haves

Active NMLS License preferred.
3+ years of experience managing people and leading teams highly preferred.

Responsibilities

Prepare and update monthly, quarterly, and annual team sales forecasts; report progress, variances, and issues to the EVP, Inside Sales.
Monitor KPIs and productivity standards for production, conversion, profitability, customer experience, and employee performance; coach Loan Officers and implement approved action plans.
Maintain sales reports and leadership dashboard updates covering production, pipeline health, lead follow-up, and operational efficiency; identify issues and recommend corrective actions.
Support implementation of approved business plans, growth strategies, sales initiatives, and departmental objectives, translating priorities into daily team activities.
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 according to approved prioritization, segmentation, and aging guidelines; coach Loan Officers to improve conversion.
Review lead performance and borrower journey metrics to identify missed follow-up, aging leads, and conversion opportunities, and implement approved improvements supporting marketing and servicing opportunities and portfolio recapture targets.
Work with Marketing and Business Intelligence to review lead-source performance, provide team feedback, and support approved acquisition, recapture, and campaign strategies.
Oversee daily loan sales and operations, staffing forecasts, capacity models, workforce strategies, and sales coverage to meet service-level objectives.
Oversee telephony performance and evaluate call routing, queue management, and borrower engagement strategies to improve customer experience and sales effectiveness.
Lead, coach, mentor, and develop Inside Sales Loan Officers; manage performance and foster accountability, continuous improvement, recognition, and employee engagement.
Partner with Human Resources and Talent Acquisition to recruit, interview, hire, and onboard sales professionals; establish performance improvement, succession, and career development plans.
Design and implement new-hire and ongoing training in sales techniques, mortgage products, and consistent sales practices; lead or participate in team projects and development initiatives.
Partner with Operations, Underwriting, Closing, Compliance, Marketing, Product, and Technology to improve loan cycle times, pull-through, borrower experience, efficiency, scalability, conversion, and customer satisfaction.
Partner with executive leadership to develop, administer, and evaluate sales compensation plans, incentive programs, contests, and recognition initiatives; monitor productivity and profitability for alignment with organizational objectives.
Establish and monitor customer satisfaction and borrower experience metrics and 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; maintain relationships across the organization and current working knowledge of federal, state, and local regulations.
Ensure compliance with company policies, processes, training requirements, and audit and control procedures; model ethical conduct, professionalism, and VDM’s Values and Operating Principles.
Perform other duties and responsibilities as assigned.