Consumer Direct Sales Manager

CapCenter; Richmond (VA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company match

Profit sharing

Paid vacation

Paid holidays

Job summary

CapCenter is seeking an experienced mortgage sales leader to build and lead our Consumer Direct loan officer team. You will own conversion from lead to application and drive growth across lead channels, including outreach to past clients.

The Senior Manager reports to the COO and will set operating discipline, standards, and team performance. The role emphasizes building a scalable sales operation, leveraging a CRM and dialer, and applying AI to optimize conversions.

Qualifications

• 7+ years of mortgage sales experience with leadership
• Experience building/expanding direct-to-consumer loan officer teams
• Experience managing multi-source lead programs (paid, triggers, aggregators, retention)
• Knowledge of FCRA, TRID, SAFE Act and Fair Lending rules
• Strong sales conversion metrics and performance reporting
• Active NMLS license or willingness to obtain one

Responsibilities

• Recruit, hire, license, train and develop Consumer Direct loan officers against headcount plan.
• Lead daily sales floor operations: set call standards, cadences and activity expectations; coach loan officers.
• Own conversion from lead to contact, contact to application, application to TRID.
• Improve and expand lead channels with Marketing; assess source quality to guide spend.
• Lead past-client outreach programs for repeat purchase, refinance and referrals.
• Manage lead routing, speed-to-lead, dispositions and recycling in CRM/dialer.
• Apply AI and automation to call review, lead scoring, outreach testing and reporting.
• Propose the team’s compensation plan with HR and Finance for COO approval.
• Ensure compliance with SAFE Act, RESPA, TRID, Fair Lending, ECOA; script review with Senior Counsel.
• Report team performance to the COO weekly.

Skills

Mortgage sales

Lead conversion metrics

Team leadership

Multi-source leads

FCRA / TRID compliance

NMLS license

Education

NMLS license (active or eligible)

Tools

HubSpot

Velocify

Salesforce FSC

Bonzo

Job description

CapCenter is seeking an experienced mortgage sales leader to build and lead our Consumer Direct loan officer team. Lead flow, a CRM and a dialer are already in place. The Senior Manager will build the team and the operating discipline that converts those leads. The role owns conversion from first contact to completed application, leads the growth of our lead channels, and develops outreach to more than 60,000 past clients. It reports directly to the Chief Operating Officer.

Why Join CapCenter

• Established demand. Leads arrive daily from paid search, credit triggers, aggregators, partner referrals and our past-client base.
• A differentiated product. Our Zero Closing Cost mortgage lets loan officers compete on service and speed rather than rate alone.
• Ownership and access. You will build the team, set its standards and work directly with the COO, without layers in between.
• A stable, growing company. Founded in 1997, CapCenter has served more than 60,000 clients.

Essential Duties and Responsibilities

• Recruit, hire, license, train and develop Consumer Direct loan officers against an approved headcount plan, and recommend growth based on performance.
• Lead daily sales floor operations: set call standards, cadences and activity expectations; review calls and coach loan officers.
• Own conversion from lead to contact, contact to application, and application to TRID across all lead sources.
• Improve and expand lead channels in partnership with Marketing, and evaluate source quality to guide spend.
• Develop and lead past-client outreach programs that generate repeat purchase, refinance and referral business.
• Manage lead routing, speed-to-lead, dispositions and recycling within the existing CRM and dialer.
• Apply AI and automation to call review, lead scoring, outreach testing and performance reporting.
• Propose the team’s compensation plan, with HR and Finance, for COO approval.
• Ensure compliance with SAFE Act, RESPA, TRID, Fair Lending, ECOA and FCRA firm-offer-of-credit requirements, working with Senior Counsel on script review.
• Report team performance to the COO weekly.

Key Performance Measures

• Speed-to-lead and lead-to-contact rate
• Contact-to-application rate
• Application-to-TRID rate
• Loan officer productivity
• Cost per funded loan (shared with Marketing)

Qualifications

Required

• 7+ years of mortgage sales experience, including at least 2 years leading a sales team
• Demonstrated success building or growing a direct-to-consumer or inside-sales loan officer team
• Experience managing multi-source lead programs (paid, credit trigger, aggregator, retention and partner)
• Working knowledge of FCRA firm-offer-of-credit rules, TRID, SAFE Act and Fair Lending
• Strong command of sales conversion metrics and performance reporting
• Active NMLS license, or eligibility and willingness to obtain one

Preferred

• Experience applying AI or automation in a sales environment
• Experience growing a direct sales team to more than 20 loan officers
• Experience running past-client or retention programs
• Proficiency with HubSpot, Velocify, Salesforce FSC, Bonzo or comparable platforms
• Multi-state East Coast licensure

Compensation and Benefits

• Base salary: $120,000 - $140,000, commensurate with experience
• Target total compensation: $150,000 - $180,000, including variable compensation tied to team conversion and funded volume
• Medical, dental, vision and life insurance; 401(k) with company match; profit sharing; paid vacation and holidays

This is an on-site position at our Glen Allen, Virginia office, five days a week.

About CapCenter

Founded in Richmond, Virginia in 1997, CapCenter helps individuals and families achieve homeownership through a simpler, more transparent mortgage experience. Our Zero Closing Cost mortgage has earned the trust of more than 60,000 clients and driven our growth through repeat business and referrals.

CapCenter is an Equal Opportunity Employer (Veteran/Disability). All qualified applicants will be considered regardless of race, color, national origin, age, religion, sex, sexual orientation, gender identity, or any other status protected by applicable federal, state, or local law. Reasonable accommodations are available to qualified individuals with disabilities.