Mortgage Inside Sales Manager | $101K–$120K

Description

INSIDE SALES MANAGER | CONSUMER DIRECT MORTGAGE
Compensation: $101,000 - $120,000 | Chicago, IL

YOUR HEARTLINE STAFFING CONTACT

Elizabeth Banzhaf, LPN | Chief Operating Officer
Heartline Staffing
Call/Text: 272-230-3157
Email: elizabeth@heartlinestaffing.com
LinkedIn: Connect with Elizabeth

COMPENSATION & BENEFITS

Compensation Range: $101,000 - $120,000
Relocation Assistance: No

No specific employee benefits or bonus amounts were provided in the supplied requisition.

LOCATION & SCHEDULE

Location: Chicago, Illinois 60605
Work Arrangement: Hybrid
In-Office: Tuesday, Wednesday, Thursday
Remote: Monday and Friday

POSITION SUMMARY

Heartline Staffing is recruiting an Inside Sales Manager for a consumer-direct mortgage sales operation.

Reporting to the EVP, Inside Sales, the manager leads the execution of the consumer-direct sales strategy, oversees Loan Officers, and is responsible for production growth, sales performance, lead conversion, pipeline management, forecasting, workforce planning, customer experience, compliance, and employee development.

Role Structure: Non-producing management position with five planned direct reports.

KEY RESPONSIBILITIES

Sales Strategy & Performance

• Prepare monthly, quarterly, and annual sales forecasts and report progress, variances, and issues to the EVP, Inside Sales.
• Monitor team production, conversion, profitability, customer experience, and employee performance KPIs.
• Coach Loan Officers and implement approved action plans to achieve origination goals.
• Maintain sales reports and leadership dashboards covering production, pipeline health, lead follow-up, and operational efficiency.
• Implement approved business plans, growth strategies, sales initiatives, and departmental objectives.
• Monitor market conditions, competitive pricing, and borrower feedback.

Lead Management & Conversion

• Oversee lead distribution, prioritization, segmentation, aging, and follow-up under approved lead management strategies.
• Monitor lead performance, borrower journey metrics, missed follow-up, and conversion opportunities.
• Support marketing and servicing-generated opportunities and the portfolio recapture target of at least 80%.
• Collaborate with Marketing and Business Intelligence on lead source performance, acquisition, and recapture strategies.

Call Center & Workforce Management

• Oversee daily loan sales and operations.
• Develop staffing forecasts, capacity models, and workforce management strategies.
• Monitor speed-to-lead, contact rates, call quality, talk time, appointment conversion, and sales effectiveness.
• Evaluate call routing, queue management, and borrower engagement strategies.

Team Leadership & Development

• Manage, coach, mentor, and develop Inside Sales Loan Officers.
• Partner with Human Resources and Talent Acquisition on recruitment, interviewing, hiring, and onboarding.
• Establish performance improvement, succession, and career development plans.
• Design and implement new-hire and ongoing sales training programs.
• Support employee engagement, accountability, and performance improvement.

Operations, Compensation & Customer Experience

• Partner with Operations, Underwriting, Closing, Compliance, Marketing, Product, and Technology teams to improve loan cycle times, pull-through rates, and borrower experience.
• Identify pipeline bottlenecks and implement process improvements.
• Partner with executive leadership on sales compensation plans, incentives, contests, and recognition programs.
• Monitor productivity and profitability metrics.
• Monitor borrower satisfaction, sales call evaluations, and quality assurance programs.

Compliance & Organizational Responsibilities

• Ensure compliance with mortgage lending policies and applicable regulations, including RESPA, HMDA reporting, and IRS Mortgage Interest Statements.
• Maintain current knowledge of federal, state, and local regulations.
• Ensure audit and control processes follow company policies and regulatory requirements.
• Complete required company and departmental training.
• Maintain professional conduct, ethical standards, and confidentiality.
• Perform other assigned duties and responsibilities.

Requirements

MANDATORY QUALIFICATIONS

• Bachelor's degree in Business, Finance, or a related field, OR an equivalent combination of years of experience with a high school diploma/GED. REQUIRED
• Five or more years of mortgage industry experience, including mortgage sales and operations. REQUIRED
• Three or more years of management experience, per the end-client Required Experience section. REQUIRED
• Proven experience leading high-performing Consumer Direct teams. REQUIRED
• Experience managing and coaching inside-sales teams. REQUIRED
• Workforce management expertise. REQUIRED
• Understanding of telephony metrics. REQUIRED
• Call-quality monitoring and analysis. REQUIRED
• Report-driven coaching and performance management. REQUIRED
• Proven ability to manage inside sales teams and drive loan production. REQUIRED
• Strong knowledge of mortgage products, underwriting guidelines, and regulatory requirements. REQUIRED
• Proficiency in loan origination systems, CRM platforms, and sales technology tools. REQUIRED
• Strong project management skills. REQUIRED
• Strong skills and experience with Microsoft Word, Excel, and PowerPoint. REQUIRED

ADDITIONAL SKILLS & COMPETENCIES

• Strong verbal and written communication and interpersonal skills.
• Collaborative and consultative work style.
• Talent selection, training, coaching, and performance management skills.
• Analytical skills, sound judgment, and problem-solving ability.
• Ability to prioritize under tight deadlines and manage time effectively.
• Professional maturity, integrity, and confidentiality.
• Business acumen, financial management, and technical aptitude.
• Ethical conduct and organizational skills.

PREFERRED QUALIFICATIONS

• Active NMLS license.

READY TO APPLY?

Apply through this posting or contact Elizabeth regarding the Inside Sales Manager position.

Elizabeth Banzhaf, LPN
Chief Operating Officer | Heartline Staffing
Call/Text: 272-230-3157
Email: elizabeth@heartlinestaffing.com
LinkedIn: Connect with Elizabeth

EQUAL OPPORTUNITY EMPLOYER

Heartline Staffing is committed to equal employment opportunity. Qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.