We are looking for a strong people leader to manage one of our teams of all star Home Lending Associates. The right person for this role is an experienced Sales leader who is able to motivate their team to excellence. It is someone who knows what world-class sales and customer experience looks like, is itching to be the driving force behind an amazing sales team.
Our Home Lending Associate team is focused on outbound calling to potential borrowers to assist them with completing their mortgage application, share the value of a Better mortgage, and warm transfer to a licensed loan officer.
We’re building a world-class sales organization – one that combines highly effective sales processes and systems with a customer experience that people will rave about. Through our technology and efficiency optimizations, our non-commissioned sales representatives are on average 10x more productive than industry standard.
Responsibilities
- Manage team of 15-20 Home Lending Associates
- Ensure all individuals on your team hit their targets each month (outbound calls, talk time, completed loan applications, lock production volumes, conversion rate, etc)
- Live and breathe your team’s performance data – analyze daily, weekly, and monthly performance stats to understand trends, identify root cause drivers, and craft solutions to address improvement areas and close performance gaps
- Actively participate in fast-paced hiring effort, to both select top tier talent and ensure they ramp into the business and onto your team as quickly and effectively as possible
- Continuously train and upskill your team members
- Review team pipelines and KPIs daily, to ensure pipeline velocity, activity levels, conversion rates, and customer SLAs are met consistently, following up immediately with team on corrective action where needed
- Complete call listening to drive coaching and feedback
- Call customers to actively solicit feedback on their experience to feed coaching plans
- Monitor, conduct and evidence 1-1 discussions with clear objectives for all team members
- Ensure performance management – including coaching plans and performance improvement plans – are appropriately utilized & documented where needed with team
- Participate in special projects as requested, including providing regular feedback on customer experience and team effectiveness to Product and CX
- Provide regular updates to senior sales leaders on team performance, activities, and training & development needs of team members
Qualifications
- At least 3-5 year’s experience in mortgage sales
- Minimum 2 year’s experience directly line managing a mortgage sales team, with proven track record of leading team to meet or exceed sales quotas
- Experience operating in an outbound call center preferred (autodialer, follow-up cadence, scripting, scheduling, metrics, etc.)
- Ownership mindset – capable of holding your team accountable and being held accountable
- Experience hiring, ramping and training high performing sales teams; experience performance managing underperformers
- Strong analytical skills – capable of analyzing daily, weekly, and monthly performance stats to understand trends and issues to be improved, with the ability to implement coaching & development plans required to improve performance
- Highly structured and organized, making optimal use of time and resources
- Creative problem-solvers and a drive to deliver exceptional levels of customer satisfaction, whilst managing more complex cases to resolution
- Good interpersonal skills and be able to engage with teams and customers from a variety of backgrounds; strong written communication skills
- A motivated self-starter with the ability to troubleshoot and solve problems independently
- A strong team player, able to work with high levels of energy, passion, commitment and attention to detail while maintaining excellent standards of performance and output
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