Reverse Inside Loan Officer

CrossCountry Mortgage, LLC

33d•Onsite

About The Position

The Reverse Mortgage Inside Sales Representative is responsible for managing and converting inbound and outbound leads generated through corporate and departmental marketing initiatives. This role focuses on educating eligible homeowners about reverse mortgage solutions, assessing initial eligibility, and guiding qualified prospects through the early stages of the loan process. The Reverse Mortgage Inside Sales Representative operates in a dynamic, consumer‑direct environment with an emphasis on compliance, consultative selling, and delivering an excellent customer experience.

Requirements

Experience in inside sales, call center sales, or consumer-direct financial services.
Comfortable speaking with homeowners who meet age‑based program eligibility requirements and discussing long‑term financial topics.
Skilled in effective communication and active listening.
Skilled in managing a high volume of leads and follow‑ups within a structured sales environment.
Highly organized, detail-oriented, and self-motivated.
Proficiency with CRM systems, dialers, and basic computer applications.

Nice To Haves

NMLS licensing, preferred; willingness to obtain if required for the role.
Experience in mortgage, reverse mortgage, or home equity, preferred.
Experience working with corporate-generated leads rather than self-sourced business, preferred.
Familiarity with compliance-driven sales environments, preferred.

Responsibilities

Handle inbound and outbound leads generated by corporate marketing, servicing portfolios, digital campaigns, and internal referral sources.
Conduct initial discovery calls to determine customer needs, interest level, and basic reverse mortgage eligibility.
Educate consumers on reverse mortgage options (including HECM and proprietary reverse products) in a clear, compliant, and consultative manner.
Build rapport and trust with homeowners and their families through professional and empathetic communication.
Accurately document all customer interactions, notes, and next steps in the CRM and loan origination systems.
Follow established call scripts, workflows, and compliance guidelines while maintaining a natural, customer-focused conversation.
Maintain consistent follow-up with prospects via phone, email, and SMS as part of structured marketing journeys.
Meet or exceed individual and team performance metrics, including contact rates, qualification rates, and conversion goals.
Collaborate with marketing, operations, and sales leadership to improve lead quality, customer experience, and overall conversion performance.