Internal Mortgage Sales Manager

ICCU•Chubbuck, ID

14h

About The Position

Help manage, hire, train, and develop new and existing Internal Mortgage team members through direct leadership of Mortgage Supervisors and indirect leadership of Internal Mortgage Loan Officers. Lead the Internal Mortgage channel in accomplishing daily, monthly, and annual goals while providing superior member service and supporting members through inbound internal mortgage needs. Ensure efficient internal application flow, high-quality member interactions, and strong adherence to service level agreements (SLAs), compliance, and Credit Union service standards.

Requirements

Bachelor’s degree required, with preference for related fields.
Candidates must have a minimum of two years of progressive experience in both lending and sales/operational leadership, with strong preference for mortgage lending and a proven record of leading teams successfully in a performance-driven environment.
The role requires demonstrated ability to coach and develop supervisors and frontline staff, apply sound judgment in lending decisions, and navigate lending practices, regulatory requirements, and Credit Union philosophy.
Role requires strong analytical aptitude, including proficiency in math, data interpretation, and the use of technology to drive operational efficiency.
Must exhibit exceptional communication and interpersonal skills, with the ability to collaborate effectively across teams and influence outcomes.
Strong organizational and problem-solving abilities, professionalism, and strict adherence to confidentiality are essential
Must comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union.

Nice To Haves

experience with systems such as Encompass, Blend, or Calabrio is preferred but not required.

Responsibilities

Provide day-to-day leadership of the Internal Mortgage channel through direct supervision, coaching, and development of Mortgage Supervisor(s).
Manage daily priorities for teams and queues to achieve efficiency and meet or exceed SLAs, including coverage planning for required call queue assignments.
Ensure member experiences are always at or above established service standards; reinforce a culture focused on financial success, empathy, and quality guidance.
Supervise the handling of all internal member interactions consistent with core values, service standards, and key performance expectations.
Conduct regular one-on-one meetings with each direct report to discuss goals, performance metrics, member feedback, coaching plans, and career development.
Ensure Supervisors effectively coach their teams on lending philosophy, application accuracy, cross-sell awareness, and member-experience fundamentals.
Monitor team performance metrics (conversion, service levels, quality scores, survey feedback) and create/analyze reports to identify opportunities and drive improvement.
Ensure Net Promoter Score (NPS) and OSAT follow-up is completed within required timeframes; support service recovery as needed.
Handle escalated member loan or department situations as needed; ensure timely, satisfactory resolution.
Oversee training and onboarding of new team members, utilizing consistent knowledge-transfer practices to ensure process accuracy and team competency.
Support internal loan intake and processing activities as required, including application review, documentation, verifications, and file requirements throughout the loan lifecycle.
Partner cross-functionally with Processing, Underwriting, and Mortgage Operations teams to ensure seamless handoffs and high-quality member experiences.
Manage quality oversight related to completeness and accuracy of internal applications, including resolution of any compliance cures.
Coordinate workload coverage and reassignments in partnership with Supervisors to maintain adequate staffing and uninterrupted service.
Handle weekly timesheets, overtime management, and time off requests for direct reports; ensure adequate coverage for all service channels.
Assist with interviewing and hiring for Supervisors and other Internal Mortgage roles; support recognition programs for goal achievement and performance.
Prepare and assist with monthly reports regarding efficiency, productivity, service outcomes, and action plans to support continuous improvement.
Assist in developing and implementing policies, procedures, coaching tools, and performance expectations that contribute toward efficiency, quality, and departmental pride.
Assist with assigned projects and cross-department initiatives.
Other duties as assigned.