Inside Sales Manager
Skills: Minimum 5+ years of mortgage industry experience.
Experience level: Mid-senior
Experience required: 6 Years
Education level: All education level
Relocation assistance: No
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. Through strategic leadership, coaching, and cross-functional partnership, the manager builds a high-performing sales organization that achieves production goals, ensures compliance, and delivers consistent customer experience while supporting the company's growth objectives.
Essential Job Functions
Sales Strategy, Forecasting & Business Management
Prepare and update team-level monthly, quarterly, and annual sales forecasts using pipeline activity and expected production; report progress, variances, and issues to the EVP, Inside Sales.
Monitor team performance against established key performance indicators (KPIs) and productivity standards for production, conversion, profitability, customer experience, and employee performance; coach Loan Officers and implement approved action plans to meet assigned origination goals.
Maintain team sales reports and provide accurate updates for leadership dashboards covering production, pipeline health, lead follow-up, and operational efficiency; identify issues and recommend corrective actions to the EVP, Inside Sales.
Support the EVP, Inside Sales in implementing approved annual business plans, growth strategies, sales initiatives, and departmental objectives; translate assigned priorities into daily team activities and monitor progress.
Monitor market conditions, competitive pricing, and borrower feedback; share observations with the EVP, Inside Sales and help the team apply approved product and sales guidance.
Lead Management & Conversion Optimization
Help manage day-to-day lead distribution and follow-up in accordance with approved lead management strategies, including prioritization, segmentation, and aging guidelines; monitor execution and coach Loan Officers to improve conversion.
Review team lead performance and borrower journey metrics to identify missed follow-up, aging leads, and conversion opportunities; implement approved improvements to support marketing and servicing-generated opportunities and the portfolio recapture target of at least 80%.
Work with Marketing and Business Intelligence teams to review lead source performance, share team feedback and help implement approved acquisition and recapture strategies; support assigned campaigns through timely lead follow-up and borrower engagement.
Call Center & Workforce Management
Oversee daily loan sales and operations, ensuring efficiency and effectiveness in all processes.
Develop staffing forecasts, capacity models, and workforce management strategies to ensure appropriate sales coverage and achievement of service level objectives.
Oversee telephony performance, including speed-to-lead, contact rates, call quality, talk time, appointment conversion, and overall sales effectiveness metrics.
Evaluate and enhance call routing, queue management, and borrower engagement strategies to improve customer experience and maximize conversion opportunities.
Talent Acquisition & Team Development
Lead a high-performing team of Inside Sales Loan Officers, managing performance and providing coaching, mentoring, and professional development.
Partner with Human Resources and Talent Acquisition to recruit, interview, hire, and onboard high-performing sales professionals.
Establish performance improvement plans, succession plans, and career development programs to support employee growth and organizational stability.
Design and implement new hire and ongoing training programs that enhance sales techniques, mortgage product expertise, and consistency in sales practices; lead or participate in related team projects and professional development initiatives.
Foster a culture of accountability, continuous improvement, recognition, and employee engagement.
Cross-Functional Leadership
Partner with Operations, Underwriting, Closing, Compliance, Marketing, Product, and Technology teams to improve loan cycle times, pull-through rates, and overall borrower experience.
Monitor and optimize sales pipeline performance, identify bottlenecks and process improvement opportunities, and lead cross-functional initiatives that increase operational efficiency, scalability, conversion rates, and customer satisfaction.
Compensation & Performance Management
Partner with executive leadership to develop, administer, and evaluate sales compensation plans, incentive programs, contests, and recognition initiatives designed to drive performance and business results.
Monitor productivity and profitability metrics to ensure alignment between compensation programs and organizational objectives.
Customer Experience & Quality Assurance
Establish and monitor customer satisfaction and borrower experience metrics, implementing strategies to improve customer engagement, retention, and loyalty.
Oversee quality assurance programs, sales call evaluations, and coaching initiatives to ensure adherence to company standards and regulatory requirements.
Compliance & Organizational Responsibilities
Ensure compliance with mortgage lending policies, state and federal regulations, including RESPA, HMDA reporting, and IRS Mortgage Interest Statements.
Develop domain knowledge of VDM's business to include an understanding of organizational goals and objectives.
Maintain broad influence through ongoing development of relationships across the organization.
Ensure compliance with VDM's policies, processes, and practices, including successful completion of all department and company-required training.
Maintain a current working knowledge of federal, state, and local regulations.
Ensure audit and control processes are current and followed in compliance with VDM's policies, department objectives, and federal and state requirements.
Role model ethical standards, professionalism, and code of conduct.
Ensure demonstrated behaviors align with VDM's Values and Operating Principles.
Perform other duties and responsibilities as assigned.
Key Characteristics
Strong verbal and written communication skills
Strong interpersonal skills with the ability to develop and maintain effective relationships
Collaborative and consultative work style; high team-orientation
Effective management skills to include talent selection, training, coaching, and performance management
Demonstrated ability to foster an environment of positive employee engagement and trust
Strong results orientation
Open to change; agile; high learning agility
Strong analytical skills coupled with sound judgement; ability to analyze and interpret data to identify opportunities and propose solutions
Strong problem-solving abilities
Demonstrated ability to recognize and support the organization's culture, values and priorities
Strong attention to detail; strong quality and compliance orientation
Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment; effective time management
Self-directed; ability to proactively ask questions and surface issues/ concerns
Professional maturity, integrity, ability to maintain confidential data and information
Strong business acumen; strong fiscal and technical aptitude
Job Specifications
Bachelor's Degree in Business, Finance, or related field (or equivalent combination of years of experience with High School Diploma/ GED)
5+ years' experience in mortgage sales and operations
Active NMLS License is preferred.
3+ years' experience managing people and leading teams highly preferred
Proven ability to manage inside sales teams and drive loan production
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
Competencies
Ethical Conduct
Time Management
Organizational Skills
Financial Management
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment.
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