Inside Sales Manager

Position Title: Inside Sales Manager (Confidential Client)

Location: Chicago, IL | Hybrid (in-office Tuesday-Thursday; remote Monday and Friday)

Employment Type: Permanent

Compensation

• Salary: $100,000 - $120,000 annually

Company Overview (Confidential)

Our Client is a mortgage lender and servicer operating a consumer-direct mortgage sales organization.

Position Summary

Reporting to the EVP, Inside Sales, the Inside Sales Manager leads the execution of the organization's consumer direct sales strategy, overseeing a team of Loan Officers and driving production growth, sales performance, and operational excellence. This role is accountable for business results, including lead conversion, pipeline management, forecasting, workforce planning, customer experience, and employee development. The role is non-producing, with five direct reports planned.

Primary Functions

• Prepare and update team-level monthly, quarterly, and annual sales forecasts; report progress, variances, and issues to the EVP, Inside Sales


• Monitor team performance against KPIs and productivity standards; coach Loan Officers and implement approved action plans to meet origination goals


• Maintain team sales reports and provide updates for leadership dashboards covering production, pipeline health, lead follow-up, and operational efficiency


• Support implementation of approved annual business plans, growth strategies, sales initiatives, and departmental objectives


• Monitor market conditions, competitive pricing, and borrower feedback


• Help manage day-to-day lead distribution and follow-up; review lead performance and borrower journey metrics; support the portfolio recapture target of at least 80%


• Work with Marketing and Business Intelligence teams on lead source performance and acquisition and recapture strategies


• Oversee daily loan sales and operations; develop staffing forecasts, capacity models, and workforce management strategies


• Oversee telephony performance, including speed-to-lead, contact rates, call quality, talk time, appointment conversion, and overall sales effectiveness metrics; enhance call routing and queue management


• Lead, coach, mentor, and develop a team of Inside Sales Loan Officers; partner with HR and Talent Acquisition to recruit, interview, hire, and onboard


• Establish performance improvement plans, succession plans, career development and training programs


• Partner with Operations, Underwriting, Closing, Compliance, Marketing, Product, and Technology teams to improve loan cycle times, pull-through rates, and borrower experience


• Partner with executive leadership on sales compensation plans, incentive programs, contests, and recognition initiatives


• Establish and monitor customer satisfaction metrics; oversee quality assurance programs and sales call evaluations


• Ensure compliance with mortgage lending policies and state and federal regulations, including RESPA, HMDA reporting, and IRS Mortgage Interest Statements


• Perform other duties and responsibilities as assigned

Must-Haves

• Minimum 5+ years of mortgage industry experience (mortgage sales and operations)


• Minimum 3+ years of management experience


• Proven experience leading high-performing Consumer Direct teams; an experienced Consumer Direct leader is required


• Experience managing and coaching inside-sales teams and driving loan production


• Workforce management expertise


• Understanding of telephony metrics


• Call-quality monitoring and analysis


• Report-driven coaching and performance management


• Bachelor's Degree in Business, Finance, or related field (or equivalent combination of years of experience with High School Diploma/GED)


• Strong knowledge of mortgage products, underwriting guidelines, and regulatory requirements


• Proficiency in loan origination systems, CRM platforms, and sales technology tools


• Strong project management skills


• Strong skills and experience in MS Word, Excel, and PowerPoint

Preferred Qualifications

• Active NMLS License

Sponsorship Available: No