Inside Sales Manager

YK Solutions•Chicago, IL

5d•Hybrid

About The Position

The Inside Sales Manager leads execution of the consumer-direct mortgage sales strategy and oversees a team of Loan Officers to drive 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. It is a non-producing management role with five direct reports planned. The position is based in Chicago, Illinois, with a hybrid schedule: in office Tuesday through Thursday and remote Monday and Friday. It reports to the EVP, Inside Sales. Compensation is $100,000–$120,000 annually. The employer is a confidential mortgage lender and servicer operating a consumer-direct mortgage sales organization.

Requirements

Minimum 5 years of mortgage industry experience in mortgage sales and operations.
Minimum 3 years of management experience.
Proven experience leading high-performing Consumer Direct teams; an experienced Consumer Direct leader is required.
Experience managing and coaching inside-sales teams and driving loan production.
Workforce management expertise.
Understanding of telephony metrics.
Experience with call-quality monitoring and analysis.
Experience with report-driven coaching and performance management.
Bachelor’s degree in Business, Finance, or a related field, or an equivalent combination of years of experience with a High School Diploma/GED.
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.

Nice To Haves

Active NMLS License.

Responsibilities

Prepare and update team-level monthly, quarterly, and annual sales forecasts; report progress, variances, and issues to the EVP, Inside Sales.
Monitor team performance against KPIs and productivity standards; coach Loan Officers and implement approved action plans to meet origination goals.
Maintain team sales reports and provide leadership dashboard updates covering production, pipeline health, lead follow-up, and operational efficiency.
Support implementation of approved annual business plans, growth strategies, sales initiatives, and departmental objectives.
Monitor market conditions, competitive pricing, and borrower feedback.
Help manage day-to-day lead distribution and follow-up; review lead performance and borrower journey metrics; support the portfolio recapture target of at least 80%.
Work with Marketing and Business Intelligence teams on lead source performance and acquisition and recapture strategies.
Oversee daily loan sales and operations; develop staffing forecasts, capacity models, and workforce management strategies.
Oversee telephony performance, including speed-to-lead, contact rates, call quality, talk time, appointment conversion, and overall sales effectiveness; enhance call routing and queue management.
Lead, coach, mentor, and develop a team of Inside Sales Loan Officers; partner with HR and Talent Acquisition to recruit, interview, hire, and onboard.
Establish performance improvement plans, succession plans, career development, and training programs.
Partner with Operations, Underwriting, Closing, Compliance, Marketing, Product, and Technology teams to improve loan cycle times, pull-through rates, and borrower experience.
Partner with executive leadership on sales compensation plans, incentive programs, contests, and recognition initiatives.
Establish and monitor customer satisfaction metrics; oversee quality assurance programs and sales call evaluations.
Ensure compliance with mortgage lending policies and state and federal regulations, including RESPA, HMDA reporting, and IRS Mortgage Interest Statements.
Perform other duties and responsibilities as assigned.