Loan Officer, Inside Sales

MetaOption, LLC•Chicago, IL

About The Position

The Loan Officer, Inside Sales works in a consumer-direct mortgage sales environment, engaging prospective and existing customers through inbound calls, proactive outbound outreach, and timely follow-up. The role assesses borrower needs, explains available mortgage products, pricing, and terms, and guides customers through purchase and refinance transactions from initial inquiry through closing. The Loan Officer manages and originates company-provided leads; self-generated leads may also be originated in accordance with company policies, but generating personal business is not an expectation. The position is responsible for achieving established production goals while providing a responsive borrower experience and maintaining loan quality and compliance with applicable federal and state requirements and company policies. Success is measured by KPIs that include funded loan volume and count, telephony activity, speed-to-lead and follow-up completion, conversion rates, pipeline pull-through, and closing timeliness. Inside sales expectations include meeting activity and production targets, adhering to scheduled phone coverage, maintaining accurate customer and loan records, managing assigned leads and referral opportunities, and coordinating with internal teams to resolve outstanding items. Performance also reflects borrower satisfaction, application and documentation quality, and compliance.

Requirements

High school diploma or GED.
Active NMLS license.
At least 2 years of experience in an inside sales mortgage originations environment, with demonstrated success meeting production and lead-conversion goals while maintaining loan quality.
Strong verbal and written communication skills.
Strong interpersonal skills.
Strong analytical skills and sound judgment.
Strong time-management skills and ability to prioritize numerous tasks and manage shifting priorities.
Client-focused, execution-oriented, and results-oriented approach.
Precision, attention to detail, and consistency.
Flexibility, openness to change, and ability to learn new things quickly.
Ability to work collaboratively and provide guidance for working groups.
Ability to multitask, self-manage, and self-motivate to drive new business.
Solid skills and experience in MS Word, Excel, and Outlook.

Nice To Haves

Bachelor’s degree in Business or Finance.
Multiple state NMLS licenses.
Consumer-direct call-center experience.
Residential loan origination experience.
Experience with loan origination systems, preferably Encompass.

Responsibilities

Handle inbound calls and make proactive outbound calls to assigned leads and existing customers using approved telephony tools, while following scheduled phone coverage, queue procedures, and availability expectations.
Respond promptly to leads and borrower inquiries, follow established contact cadences, and complete callbacks and follow-up tasks.
Meet established KPIs for funded loan volume and count, call activity, talk time, productive contacts, speed-to-lead, conversion rates, and pipeline pull-through while maintaining loan quality and a positive borrower experience.
Manage and originate loans from company-provided leads; originate self-generated leads only in accordance with company policies.
Conduct consultative borrower interviews to assess financing objectives, income, assets, and credit information, and recommend appropriate available mortgage solutions for purchase and refinance transactions.
Explain mortgage options, pricing, loan terms, costs, and application requirements clearly, and address borrower questions without misleading statements or commitments.
Set expectations for documentation, milestones, and closing timelines, and provide proactive updates through approved communication channels.
Assist borrowers with accurate, complete loan applications and required documentation; review information for completeness and potential eligibility issues before submission for processing and underwriting.
Maintain accurate, timely records in CRM, telephony, and loan origination systems, including contact attempts, call outcomes, borrower information, next steps, and pipeline status.
Manage the loan pipeline, monitor aging and outstanding conditions, and coordinate with processing, underwriting, and closing teams to resolve issues and support timely funding.
Maintain current knowledge of mortgage programs and requirements; follow company procedures for disclosures, fair lending, HMDA reporting, contact consent, do-not-call requests, and borrower information protection.
Follow approved call guides and quality standards, participate in call monitoring and coaching, and apply feedback to improve sales conversations, accuracy, and customer service.
Recognize and escalate borrower complaints, complex loan scenarios, compliance concerns, and system issues through established channels; document actions and follow through on resolution.
Complete required training, participate in team meetings and product updates, and collaborate across the organization while demonstrating company values, ethical standards, and professional conduct.
Perform other duties and responsibilities as assigned.