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