What are the responsibilities and job description for the Mortgage Inside Sales Manager position at CapCenter?
Position Summary
The Mortgage Inside Sales Team Lead is responsible for coaching, motivating, and supporting a team of Inside Sales Loan Officers or Mortgage Sales Representatives who engage with warm leads—including credit trigger leads, listing alerts, cash-out refinance opportunities, and other inbound and outbound prospects.
This role is focused on driving team performance, improving lead conversion rates, and ensuring an exceptional borrower experience from the first point of contact through pre-qualification. The Team Lead acts as both a high-performing loan originator and a mentor to the sales team.
Leadership & Team Management
- Lead, train, and mentor a team of Inside Sales Loan Officers or Lead Specialists to achieve daily, weekly, and monthly sales goals.
- Monitor performance metrics (call volume, contact rates, conversion rates, funded loans, etc.) and provide coaching for continuous improvement.
- Conduct daily huddles and one-on-one performance reviews.
- Partner with management to implement sales strategies, scripts, and process enhancements.
Sales & Pipeline Management
- Proactively make outbound calls to qualified leads from various marketing sources (trigger leads, listing alerts, past customers, etc.).
- Support team members in managing their pipelines, improving close ratios, and maximizing lead ROI.
- Ensure all sales activities comply with company policies and mortgage lending regulations (SAFE Act, RESPA, ECOA, etc.).
- Collaborate with processing and operations teams to ensure smooth handoffs and exceptional borrower experiences.
Reporting & Analytics
- Track team KPIs and provide detailed performance reports to leadership.
- Analyze lead quality and provide feedback to marketing and lead vendors.
- Identify trends in borrower behavior and recommend strategies to increase conversion and retention.
- Active NMLS Mortgage Loan Originator License (or ability to obtain one prior to start date).
- 3 years of experience in mortgage sales, preferably inside sales or call center environments.
- 1 years of leadership, coaching, or team lead experience.
- Strong understanding of mortgage products (refinance, purchase, cash-out, FHA, VA, conventional).
- Proven track record of exceeding sales and production goals.
- Excellent communication, coaching, and motivational skills.
- Proficiency with CRM systems, LOS platforms, and sales performance dashboards.