Loan Officer, Inside Sales

Skyelia•Chicago, IL

1d•Hybrid

About The Position

The Loan Officer, Inside Sales works in a consumer-direct mortgage sales environment and reports to Originations Leadership. The role engages prospective and existing customers through inbound calls, proactive outbound outreach, and timely follow-up. The Loan Officer assesses borrower needs, explains mortgage products, pricing, and terms, and guides customers through purchase and refinance transactions from initial inquiry through closing. The position manages and originates loans from company-provided leads; self-generated leads may also be originated under company policy, but generating personal business is not an expectation. The Loan Officer is accountable for production goals and a responsive borrower experience while maintaining loan quality and compliance with federal and state requirements and company policies. Performance is measured by funded loan volume and count, phone activity, speed-to-lead and follow-up, conversion rates, pipeline pull-through, closing timeliness, borrower satisfaction, application and documentation quality, and compliance.

Requirements

High School Diploma or GED required.
Active NMLS license required.
At least 2 years of inside-sales experience, including inside-sales mortgage origination experience.
Consumer Direct mortgage experience.
Experience working within a call-center operating model.
Demonstrated success meeting production and lead-conversion goals while maintaining loan quality.
Minimum monthly production of $1 million.
Ability to multi-task, self-manage, and self-motivate to drive new business.
Experience working with Loan Origination Systems (LOS).
Solid skills and experience in MS Word, Excel, and Outlook.
Strong verbal and written communication, interpersonal, and analytical skills.
Sound decision-making and judgment.
Strong time management and ability to prioritize numerous tasks and manage shifting priorities.
Client focus, strong execution skills, and results orientation.
Precision, attention to detail, and consistency.
Flexibility, openness to change, and ability to learn quickly.
Ability to work collaboratively and provide guidance for working groups.

Nice To Haves

Bachelor’s Degree in Business or Finance.
Consumer-direct call center experience.
Residential loan origination experience.
Experience with Encompass.
Multiple state licenses.

Responsibilities

Handle inbound calls and make proactive outbound calls to assigned leads and existing customers using approved telephony tools, while adhering to scheduled phone coverage, queue procedures, and availability expectations.
Respond promptly to new leads and borrower inquiries, follow established contact cadences, and complete scheduled 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 in accordance with company policies when applicable.
Conduct consultative borrower interviews to assess financing objectives, income, assets, and credit information, and recommend appropriate mortgage solutions for purchase and refinance transactions.
Explain mortgage options, pricing, loan terms, costs, and application requirements, and address borrower questions and concerns without making 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 procedures for disclosures, fair lending, HMDA reporting, customer 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.