Mortgage Sales Specialist

North American Savings Bank • Kansas City, MO

6d • Hybrid

About The Position

The Mortgage Sales Specialist administers and supports operational processes, systems, reporting, and sales tools designed to improve the efficiency and effectiveness of the Residential Lending sales team. Under general supervision, the role manages lead distribution, maintains sales and pipeline information, prepares performance and productivity reporting, supports sales system administration, and coordinates training and process documentation.

The position independently handles moderately complex operational issues involving lead management in Velocify, pipeline activity, sales workflows, and system use, referring more complex or higher-risk matters to appropriate leadership. It works closely with Loan Officers and sales leadership to support consistent execution, timely follow-up, effective use of sales tools such as Encompass, and an efficient borrower experience. The role also provides backup for designated Lock Desk responsibilities, including rate lock management and pricing support. The position is based out of an office, with flexibility for remote work one to two days per week.

Requirements

• High school diploma or equivalent required.
• Must hold and maintain required mortgage loan originator licensing and registrations for assigned origination activities.
• Strong understanding of mortgage origination, sales processes, lead management, loan pipelines, products, guidelines, and terminology.
• Excellent organizational, analytical, coaching, and problem-solving skills, with strong attention to detail.
• Proficiency in Microsoft Office applications and mortgage systems.
• Strong written and verbal communication skills, including the ability to train, coach, provide feedback, and communicate expectations clearly.
• Ability to work independently and collaboratively in a fast-paced environment while managing multiple priorities, deadlines, Loan Officer needs, and file escalations.
• Sound judgment, accountability, professionalism, and a strong service orientation with internal and external customers.
• Credit and background checks are required.

Nice To Haves

• Associate or bachelor’s degree in business, finance, or a related field.
• 3–5 years of mortgage lending, loan origination, sales support, production coordination, or related experience.
• Advanced working knowledge of Encompass and lead management systems.

Responsibilities

• Serve as the Residential Lending Sales subject matter expert for Velocify, maintaining workflow standards, system utilization, user support, and execution of established sales processes.
• Administer and monitor lead distribution and routing rules to align with business priorities, Loan Officer capacity, lead allocation strategies, and governance standards.
• Develop, maintain, monitor, and enforce lead contact cadence requirements, speed-to-lead expectations, and follow-up standards.
• Maintain and audit lead statuses, disposition definitions, and lead tracking requirements to ensure accurate reporting, accountability, and data integrity.
• Monitor Loan Officer activity levels, lead engagement, call activity, task completion, follow-up efforts, and system utilization.
• Develop, maintain, monitor, and distribute reports and dashboards covering lead performance, conversion rates, speed-to-lead metrics, Loan Officer productivity, pipeline activity, applications, lock volume, funded loan production, and other key performance indicators.
• Serve as the Encompass subject matter expert for the Sales team, providing system guidance, troubleshooting, process clarification, and user assistance.
• Monitor lead activity, response times, follow-up efforts, and disposition quality.
• Analyze operational and sales data to identify trends, process gaps, reporting concerns, and opportunities to improve workflow efficiency or sales force effectiveness.
• Coordinate and deliver Loan Officer training and development related to lead management, sales processes, mortgage products, systems, procedures, and performance expectations.
• Identify opportunities to improve lead conversion and partner with Loan Officers on follow-up strategies, lead prioritization, and effective use of available tools.
• Monitor Loan Officer pipelines to identify stalled loans, upcoming deadlines, documentation needs, and other issues that could affect borrower experience or closing timelines.
• Prepare and maintain reports related to lead activity, conversion, pipeline status, production, productivity, forecasts, sales goals, and other established performance measures.
• Support the Lock Desk & Disclosure Analyst with designated Lock Desk responsibilities.
• Process mortgage rate lock requests accurately and within established service-level standards when providing Lock Desk coverage.
• Provide Loan Officer support for off-sheet pricing requests, lock extension requests, and loan program requests unavailable through standard pricing when providing Lock Desk coverage.
• Assist the SVP, Residential Lending Manager with sales initiatives, issue escalation, process improvement, and implementation of departmental priorities.

Benefits

• Comprehensive health insurance, including medical, dental, and vision coverage.
• 401(k) retirement plan with a 50% employer match on the first 6% of the employee’s contribution.
• Generous paid time off, including 11 holidays, the employee’s birthday, and volunteer time.
• Exclusive mortgage and banking benefits.
• Employee referral bonuses.
• Internal training and development programs.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED