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Senior Team Leader - Bullpen

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Sr. Team Leader- Bullpen
Freedom Mortgage


The Call Center Team Leader is responsible for overseeing the daily activities of a group Call Center Loan Officers. This person will be responsible for ensuring the team runs efficiently while achieving and maintaining all established productivity and performance goals. The successful Team Leader achieves client service objectives by preparing and completing action plans; ensuring training currency of all staff supervised; implementing production, quality, and client-service standards; resolving problems; completing quality audits; identifying client service trends; determining system improvements; and implementing change.


The position will be responsible for leading and coaching newly hired Loan Advisors during their time in the Bullpen before graduating to their permanent sales team. Key job responsibilities are as follows:

Essential Job Functions:

  • Manage a team of approximately 7-9 Loan Officers.
  • Provide leadership and vision to guide your team to achieve individual and team goals.
  • Ensure team adherence to performance, process, and procedure standards as established by Sales Leadership primarily focused on sales conversion, general productivity, and quality.
  • Confirm all staff under direct supervision have all necessary training and requisite competencies in sales, products, procedures, processes, and technologies/systems.
  • Provide developmental plans to team members as needed to drive improved performance.
  • Maintain a deep understanding of production and activity reports for the team and provide insight and guidance to management regarding strengths, weaknesses, and opportunities.
  • Monitor team members’ systems activity to ensure appropriate actions, compliance with corporate and regulatory practices, and data integrity.
  • Facilitate on-boarding of and mentor new Sales and support staff.
  • Responsible for standard management functions pertaining to staff including, but not limited to time management, and shift management.
  • Keep informed of trends, changes and developments mortgage industry.
  • Keep informed of all origination, processing, underwriting and closing requirements for both company and investor guidelines.
  • Confirm campaigns with the Nest before classes arrive in Bullpen.
  • Assist LAs through the systems as they begin taking calls
  • Conduct daily live call coaching/side by side reviews with Loan Advisors
  • Review loans prior to disclosure for accuracy
  • Conduct small group huddles to discuss trends, best practices, and sales techniques
  • Send out daily reporting to Loan Advisors
  • View dial reports to identify trends and improvement opportunities
  • Management of pipelines to ensure files are meeting TRID requirements
  • Second-voicing loans to help close missed opportunities
  • Complete Progress Update document for each Loan Advisor and provide to Sales Managers prior to graduation


Other Related Duties:

  • Maintain a professional image and standards consistent with company policies and procedures.
  • Participate in and contribute to Company training initiatives as needed
  • Communicate the company’s goals and initiatives to team members.
  • Ability to maintain flexible working hours including some late week nights to 10PM EST as well as Saturday hours as needed.
  • Performs other related duties as assigned.
  • 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, facilitating hiring and onboarding, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience:
High School Diploma or GED and one to two years of related experience and/or training; or equivalent combination of education and experience.


Language Skills:

Ability to read and interpret documents such as policy and procedure manuals, safety rules, operating and maintenance instructions. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Reasoning Ability:

Ability to solve practical problems and solve a variety of concrete variables in situations where only limited standardizations exists. Ability to intemperate a variety of instructions furnished in written, oral, diagram, or schedule form.


Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.


Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

Work Environment:

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.

Employer’s 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.