Senior Manager, Consumer Direct Sales
About The Position
The Senior Manager, Consumer Direct Sales builds and leads CapCenter’s Consumer Direct loan officer team. The position owns conversion from first contact to completed application across all lead sources, leads the continued improvement and expansion of lead channels, and develops outreach to a base of more than 60,000 past clients. Leads, a CRM, and a dialer are already in place; the role is responsible for building the team and the operating discipline that converts them. The role oversees recruiting, hiring, licensing, training, and development of loan officers; manages daily sales-floor operations; monitors conversion performance; and manages lead routing and recycling. In partnership with Marketing, the Senior Manager evaluates and expands lead channels, and develops past-client outreach programs. The role also applies AI and automation to sales operations, proposes the team compensation plan for COO approval, ensures regulatory compliance, and reports team performance weekly to the COO. Work is primarily performed in a professional office environment. It may involve extended periods of sitting, computer use, keyboarding, and telephone or virtual communication, as well as managing competing priorities and time-sensitive matters in a fast-paced environment.
Requirements
- At least 7 years of mortgage sales experience, including at least 2 years leading a sales team.
- Demonstrated success building or scaling a direct-to-consumer or inside-sales loan officer team.
- Experience managing multi-source lead programs, including paid, credit trigger, retention, and partner leads.
- Working knowledge of FCRA firm-offer-of-credit rules, TRID, SAFE Act, and Fair Lending.
- Strong command of sales conversion metrics and performance reporting.
- Active NMLS license, or eligibility and willingness to obtain one.
- Discretion and integrity in handling confidential information.
Nice To Haves
- Experience applying AI or automation in a sales environment.
- Experience growing a direct sales team from under 10 to more than 20 loan officers.
- Experience improving speed-to-lead and conversion on an existing CRM and dialer.
- Proficiency with HubSpot, Velocify, Salesforce FSC, Bonzo, or comparable platforms.
- Multi-state East Coast licensure.
Responsibilities
- Recruit, hire, license, train, and develop Consumer Direct loan officers against an approved headcount plan; recommend headcount growth based on performance.
- Lead daily sales-floor operations by setting call standards, cadences, and activity expectations; review calls and coach loan officers in real time.
- Own conversion performance from lead to contact, contact to application, and application to TRID across paid, credit trigger, aggregator, retention, and partner-referral lead sources.
- Manage lead routing, speed-to-lead, dispositions, and lead recycling in the existing CRM and dialer; identify system gaps and recommend improvements.
- Partner with Marketing to improve and expand lead channels, evaluate source quality, and recommend where spending should increase or decrease.
- Develop and lead past-client outreach programs to generate repeat purchase, refinance, and referral business from a client base of more than 60,000.
- Apply AI and automation to sales operations, including call review, lead scoring, outreach testing, and performance reporting.
- Propose the team’s compensation plan in partnership with HR and Finance for COO approval.
- Ensure compliance with SAFE Act, RESPA, TRID, Fair Lending, ECOA, and FCRA firm-offer-of-credit requirements, working with Senior Counsel on script review.
- Report team performance weekly to the COO.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) plan with company match
- Paid vacation
- Paid holidays
- Other programs designed to support employee well-being and professional growth
- Eligible for incentive compensation and/or discretionary bonus opportunities, where applicable
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
