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Mortgage Sales Manager- Call Center

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Position Description:

The Call Center Sales Manager is responsible for overseeing the daily operations. This person will be responsible for ensuring the department run efficiently while achieving and maintaining all established departmental goals. Achieves client service objectives by preparing and completing action plans; implementing productivity, quality, and client-service standards; resolving problems; completing quality audits; identifying client service trends; determining system improvements; implementing change.

Essential Job Functions:

Provide leadership and vision to guide your team to achieve individual and team goals.

  • Meet minimum performance standards as established by Sales Leadership on Lead to Close conversion metrics and LO productivity requirements.
  • Communicate the company’s goals and initiatives to team members.
  • Provide developmental plan to team members as needed to drive improved performance.
  • Participate in and contribute to Company training initiatives as needed.
  • Report team standings (service, production, expectations) to Sales Management.
  • Responsible for agreed-upon minimum average monthly loan volume goals and minimum conversion metrics as well as minimum KPI’s for lead conversion to closed loan percentages for all lead sources.
  • Ensures team members are held accountable to Company production, activity and quality standards.
  • Responsible for production and activity reports for the team; including Corporate Account Contact, Lead Sources and internal administrative reporting.
  • Monitor team member system to ensure appropriate actions, conversions, and data integrity.
  • Monitor team members to ensure times on speed of Docs Returned, leveraging e-acknowledgment and e-signatures technology.
  • Contribute to the monthly recruiting results within the area.
  • Recruit, hire, mentor, and manage Loan Originator staff in accordance with company and industry standards. This includes training and mentoring in areas such as product knowledge and sales training.
  • Responsible for monitoring sales results and sales strategies.
  • Responsible for monthly, quarterly, and annual budgeting for targeted sales forecast.
  • Assist Loan Officers in growing their individual loan production through the development of new relationships.
  • Keep informed of trends, changes and developments in the local real estate market.
  • Keep informed of all origination, processing appraisal, underwriting and closing requirements for both company and investor guidelines pertaining to both governments insured and privately insured mortgages.
  • Negotiate price, terms and conditions with Loan Officers and mortgagors.
  • Maintain a professional image and standards consistent with company policies and procedures.

Other Related Duties:  

  • Responsible for being flexible working hours including some late week nights to 10PM EST as well as Saturday hours as needed.
  • Performs other related duties as assigned.

Supervisory Responsibilities:  

Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Must possess excellent communication and interpersonal skills. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:  

  • High School Diploma Required
  • Preferred: Bachelor's degree (B.A.) from four-year College or University preferred with five (5) years related experience and/or training; or equivalent combination of education and experience in mortgage origination, or a combination of ten (10) years in a sales leadership role. 

Language Skills:  

Ability to read and comprehend instructions, correspondence, memos, and work place policies. Ability to analyze, interpret general business periodicals, professional journals, procedures and governmental regulations. Ability to write professional correspondences. Ability to write routine business reports. Ability to speak effectively with other employees and/or customers. Ability to present formal information in one-on-one and small group situations to customers and employees. Ability to present information and respond to questions from groups of administrators, managers, employees, customers and/or the general public.

Mathematical Skills:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 

Reasoning Ability:
Ability to carry out detailed written and/or verbal instructions. Ability to solve problems involving concrete variables in standardized situations. Ability to define problems, collect data, establish facts, and draw valid conclusions.


Certificates, Licenses, Registrations:

None required


Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. 

Employers Rights:
This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.