Reverse Inside Loan Officer

crosscountrymortgage; United States; On-site; USD 48,000 - 72,000; Full time

Job summary

CrossCountry Mortgage seeks a Reverse Mortgage Inside Sales Representative to educate homeowners on reverse mortgage options, assess eligibility, and guide prospects through early loan process steps. You will operate in a consumer-direct environment with emphasis on compliance and outstanding customer experience.

The role requires handling diverse leads from marketing initiatives, documenting interactions, and meeting conversion metrics.

Qualifications

• NMLS licensing preferred; willingness to obtain if required.
• Experience in inside sales, call center sales, or consumer-direct financial services.
• Experience in mortgage, reverse mortgage, or home equity preferred.
• Experience working with corporate-generated leads rather than self-sourced business preferred.
• Comfortable speaking with homeowners meeting age-based program eligibility requirements.
• Familiarity with compliance-driven sales environments preferred.
• Strong communication and active listening skills.
• Ability to manage a high volume of leads and follow-ups in a structured sales environment.

Responsibilities

• Handle inbound and outbound leads generated by marketing, servicing portfolios, digital campaigns, and referrals.
• Conduct initial discovery to determine needs, interest level, and basic eligibility.
• Educate consumers on reverse mortgage options (HECM and proprietary products) in a compliant, consultative manner.
• Build rapport with homeowners and families through professional, empathetic communication.
• Document all interactions, notes, and next steps in CRM and LOS systems.
• Follow scripts, workflows, and compliance guidelines while maintaining a customer-focused conversation.
• Maintain consistent follow-up with prospects via phone, email, and SMS.
• Meet or exceed individual and team performance metrics for contact and qualification rates.

Skills

NMLS licensing

Inside sales

Mortgage knowledge

CRM proficiency

Compliance awareness

Communication skills

Lead follow-up

Tools

CRM systems

Dialers

Basic computer apps

Job description

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You'll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

• CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K.
• We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents: Please see CrossCountry's privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

Position Overview

The Reverse Mortgage Inside Sales Representative is responsible for managing and converting inbound and outbound leads generated through corporate and departmental marketing initiatives. This role focuses on educating eligible homeowners about reverse mortgage solutions, assessing initial eligibility, and guiding qualified prospects through the early stages of the loan process. The Reverse Mortgage Inside Sales Representative operates in a dynamic, consumer-direct environment with an emphasis on compliance, consultative selling, and delivering an excellent customer experience.

Job Responsibilities

• Handle inbound and outbound leads generated by corporate marketing, servicing portfolios, digital campaigns, and internal referral sources.
• Conduct initial discovery calls to determine customer needs, interest level, and basic reverse mortgage eligibility.
• Educate consumers on reverse mortgage options (including HECM and proprietary reverse products) in a clear, compliant, and consultative manner.
• Build rapport and trust with homeowners and their families through professional and empathetic communication.
• Accurately document all customer interactions, notes, and next steps in the CRM and loan origination systems.
• Follow established call scripts, workflows, and compliance guidelines while maintaining a natural, customer-focused conversation.
• Maintain consistent follow-up with prospects via phone, email, and SMS as part of structured marketing journeys.
• Meet or exceed individual and team performance metrics, including contact rates, qualification rates, and conversion goals.
• Collaborate with marketing, operations, and sales leadership to improve lead quality, customer experience, and overall conversion performance.

Qualifications and Skills

• NMLS licensing, preferred; willingness to obtain if required for the role.
• Experience in inside sales, call center sales, or consumer-direct financial services.
• Experience in mortgage, reverse mortgage, or home equity, preferred.
• Experience working with corporate-generated leads rather than self-sourced business, preferred.
• Comfortable speaking with homeowners who meet age-based program eligibility requirements and discussing long-term financial topics.
• Familiarity with compliance-driven sales environments, preferred.
• Skilled in effective communication and active listening.
• Skilled in managing a high volume of leads and follow-ups within a structured sales environment.
• Highly organized, detail-oriented, and self‑motivated.
• Proficiency with CRM systems, dialers, and basic computer applications.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, ge