Inside Sales Manager

Dreams 2 Reality Recruitment; Chicago (IL); On-site; USD 85,000 - 130,000; Full time

Job summary

Dreams 2 Reality Recruitment seeks an Inside Sales Manager to lead our consumer direct mortgage sales team in Chicago. You will drive loan production, forecast performance, and ensure a borrower-focused experience aligned with growth and regulatory requirements.

Responsibilities include lead management, staffing, coaching, and cross-functional collaboration with Marketing, Operations, and Compliance to optimize conversion, quality, and efficiency in a fast-paced mortgage environment.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Minimum of five years in mortgage sales, lending, or mortgage operations.
• Minimum of three years of people management and team leadership experience.
• Active NMLS license preferred.

Responsibilities

• Lead the execution of the consumer direct sales strategy and team goals.
• Forecast sales and monitor pipeline, lead volume, and conversion.
• Manage staffing, performance, and operational efficiency in the call center.
• Coach loan officers on consultative selling and borrower engagement.
• Ensure compliance with mortgage laws and company policies.
• Drive cross-functional collaboration with Marketing, BI, Operations, and Compliance.

Skills

Leadership

Coaching

Forecasting

CRM tools

Sales strategy

Performance management

Communication

Education

Bachelor's degree in Business, Finance, Management, or related field

Tools

LOS

CRM systems

Telephony systems

MS Office

Job description

Position Summary

Reporting to the EVP, Inside Sales, the Inside Sales Manageris responsible for leading and executing the organization's consumer directmortgage sales strategy through effective management, development, andperformance oversight of a team of Inside Sales Loan Officers. This role drivesloan production, lead conversion, pipeline performance, operational efficiency,and an exceptional borrower experience while ensuring alignment withorganizational growth and profitability objectives.

The Inside Sales Manager is accountable for team performanceand business results, including sales forecasting, production goals, leadmanagement, workforce planning, employee development, and operationalexecution. Through data-driven decision-making, strategic coaching, performancemanagement, and cross-functional collaboration, this leader builds ahigh-performing, accountable sales organization that consistently deliversresults while maintaining compliance with company policies and regulatory requirements.

Essential Job Functions

1. Sales Leadership, Strategy & Business Performance

• Leadthe execution of the consumer direct sales strategy, translatingdepartmental objectives and business priorities into actionable team goalsand performance expectations.
• Establish,monitor, and manage monthly, quarterly, and annual sales forecasts basedon pipeline activity, lead volume, conversion trends, and anticipatedproduction.
• Driveachievement of assigned loan origination, revenue, conversion,productivity, and profitability goals.
• Monitorteam and individual performance against established key performanceindicators (KPIs), identifying performance gaps, opportunities, andtrends; develop and execute corrective action plans as needed.
• Maintainaccurate sales reporting and provide regular performance updates to theEVP, Inside Sales, including production results, pipeline health, forecastvariances, and operational challenges.
• Analyzemarket conditions, competitive trends, product performance, and borrowerfeedback to identify opportunities and recommend improvements to salesstrategies.
• Supportthe development and implementation of annual business plans, departmentalinitiatives, and growth strategies.

2. Lead Management & Sales Conversion

• Overseedaily lead management and distribution to ensure timely, consistent, andeffective borrower engagement in accordance with established leadmanagement strategies.
• Establishaccountability for lead follow-up, prioritization, segmentation, and agingto maximize conversion opportunities and minimize lead leakage.
• Analyzelead source performance, borrower engagement, conversion rates, andpipeline trends to identify opportunities for improved saleseffectiveness.
• Partnerwith Marketing and Business Intelligence to evaluate lead quality,campaign effectiveness, and acquisition strategies.
• Driveexecution of portfolio recapture initiatives, supporting theorganizational target of at least 80% recapture through effective borroweroutreach, follow-up, and conversion strategies.
• CoachLoan Officers on consultative selling, borrower engagement, objectionhandling, and follow-up strategies to improve conversion and overall salesperformance.

3. Call Center & Workforce Management

• Directdaily sales operations to ensure appropriate staffing, productivity,responsiveness, and alignment with established service level objectives.
• Developand manage staffing forecasts, capacity planning, scheduling, andworkforce management strategies to support fluctuating lead volume andbusiness demand.
• Monitorand optimize telephony and contact center performance, includingspeed-to-lead, contact rates, call quality, talk time, appointmentconversion, and overall sales effectiveness.
• Evaluatecall routing, queue management, and borrower engagement processes to improve accessibility, responsiveness, and conversion opportunities.
• Identifyoperational inefficiencies and implement approved process improvementsthat enhance team productivity and the borrower experience.
• Balancestaffing resources and production expectations to support business growthwhile maintaining operational efficiency.

4. Talent Acquisition, Leadership & EmployeeDevelopment

• Lead,develop, and motivate a high-performing team of Inside Sales LoanOfficers, establishing clear expectations and accountability forindividual and team results.
• Provideongoing coaching, performance feedback, mentoring, and professionaldevelopment to strengthen sales capabilities and improve employeeperformance.
• Partnerwith Human Resources and Talent Acquisition to identify, recruit,interview, select, and onboard qualified sales professionals.
• Establishand execute performance improvement plans, succession planning, and careerdevelopment strategies to support employee growth and organizationalcontinuity.
• Overseenew hire training and ongoing development programs focused on mortgageproducts, sales techniques, systems, regulatory requirements, andconsistent sales practices.
• Fostera culture of accountability, collaboration, continuous improvement,recognition, and employee engagement.
• Identifyemerging talent and develop future leaders to support the long-term growthand scalability of the organization.

5. Cross-Functional Collaboration & OperationalExcellence

• Buildstrong partnerships with Operations, Underwriting, Closing, Compliance,Marketing, Product, Technology, and other business partners to improve theend-to-end mortgage process.
• Identifyopportunities to improve loan cycle times, application-to-closeconversion, pull-through rates, and overall borrower satisfaction.
• Monitorpipeline movement and operational handoffs to identify bottlenecks,recurring issues, and opportunities for process improvement.
• Leador participate in cross-functional initiatives that improve saleseffectiveness, operational scalability, and organizational performance.
• Communicateteam feedback, business needs, and operational challenges to appropriatestakeholders and executive leadership.
• Supportthe implementation of new systems, processes, products, and departmentalinitiatives that enhance the effectiveness of the consumer direct channel.

6. Compensation & Performance Management

• Partnerwith executive leadership to develop, implement, and evaluate salescompensation plans, incentive structures, contests, and recognitionprograms.
• Monitorindividual and team productivity, profitability, and performance to ensurecompensation programs support desired business outcomes.
• Evaluatethe effectiveness of incentive programs and recommend adjustments based onproduction trends, organizational priorities, and performance results.
• Ensureconsistent communication and administration of compensation andperformance expectations.

7. Customer Experience & Quality Assurance

• Establishand monitor customer experience and satisfaction metrics to ensureconsistent, high-quality borrower engagement throughout the sales process.
• Promotea borrower-focused sales culture centered on responsiveness,professionalism, transparency, and relationship development.
• Overseyesales quality assurance practices, including call evaluations, performancereviews, and coaching initiatives.
• Identifytrends in borrower feedback, complaints, and quality evaluations andimplement strategies to address deficiencies.
• Ensuresales practices and borrower communications align with company standards,applicable regulatory requirements, and established quality expectations.

8. Compliance & Organizational Responsibilities

• Ensureteam compliance with applicable mortgage lending laws, regulations,licensing requirements, and company policies, including RESPA, HMDA, andapplicable IRS mortgage interest reporting requirements.
• Maintaincurrent knowledge of federal, state, and local regulatory requirementsimpacting mortgage lending and inside sales operations.
• Ensurerequired audits, controls, documentation, and departmental processes aremaintained and consistently followed.
• Developa comprehensive understanding of VDM's business, strategic objectives,organizational structure, and operating priorities.
• Buildand maintain effective working relationships across the organization tosupport collaboration and business objectives.
• Ensuresuccessful completion of all required company and departmental training.
• Demonstrateand reinforce ethical conduct, professionalism, accountability, andadherence to VDM's Values and Operating Principles.
• Performother duties and responsibilities as assigned.

Key Characteristics & Leadership Attributes

• Strongleadership presence with the ability to inspire, motivate, and develophigh-performing sales teams.
• Results-orientedwith a demonstrated ability to drive production, accountability, andbusiness performance.
• Strongcoaching, mentoring, talent development, and performance managementcapabilities.
• Excellentverbal and written communication skills, including the ability toinfluence and collaborate across all levels of the organization.
• Stronganalytical and critical-thinking skills with the ability to interpretdata, identify trends, and translate insights into actionable businessstrategies.
• Demonstratedbusiness acumen and financial aptitude, including an understanding ofsales productivity, profitability, and operational performance.
• Highlyorganized with strong prioritization, planning, and time managementskills.
• Effectiveproblem-solving and decision-making abilities, including sound judgment ina fast-paced environment.
• Adaptableand resilient, with the ability to lead through change and managecompeting priorities.
• Stronginterpersonal skills and the ability to build trust, credibility, andproductive relationships.
• Collaborativeleadership style that promotes employee engagement, teamwork, andcontinuous improvement.
• Highdegree of professionalism, integrity, discretion, and attention to detail.
• Strongcommitment to quality, compliance, and customer experience.
• Self-directedwith the ability to identify issues, take initiative, and proactivelyrecommend solutions.

Job Specifications

• Bachelor'sdegree in Business, Finance, Management, or a related field preferred;equivalent professional experience combined with a high school diploma orGED may be considered.
• Minimumof five (5) years of experience in mortgage sales, lending, or mortgageoperations.
• Minimumof three (3) years of demonstrated people management and team leadershipexperience preferred.
• Provenexperience leading inside sales, mortgage loan origination, or consumerdirect sales teams with demonstrated success achieving production goals.
• Strongknowledge of mortgage products, loan origination processes, underwritingguidelines, and applicable regulatory requirements.
• ActiveNMLS license preferred.
• Experiencewith loan origination systems (LOS), customer relationship management(CRM) platforms, telephony systems, and sales performance reporting tools.
• Demonstratedexperience with sales forecasting, pipeline management, workforceplanning, and performance analytics.
• Strongproject management, organizational, and process improvement skills.
• Proficiencyin Microsoft Office applications, including Word, Excel, and PowerPoint.

Competencies

• EthicalConduct & Integrity
• Leadership& People Development
• BusinessAcumen
• ResultsOrientation
• Financial& Performance Management
• AnalyticalThinking & Decision Making
• OrganizationalSkills
• TimeManagement
• CustomerFocus
• Accountability& Execution

Work Environment

This position operates in a professional office environmentand routinely utilizes standard office equipment and technology. The rolerequires regular interaction with employees, leadership, and cross-functionalbusiness partners. The position may require extended periods of computer useand participation in virtual and in-person meetings.