Mortgage Call Center Manager

Be part of a team that’s committed to making a difference. We believe in our work and our customers.

Position Location

Remote Type

n/a – In Office Only

Office Location (if not fully remote):

4750 S Biltmore Lane , Madison, Wisconsin 53718

Job Description

Position: Mortgage Call Center Manager

Location: In-office – Madison, WI

Are you a dynamic and results-driven leader passionate about driving sales and developing top talent? We seek an experienced Call Center Sales Manager to lead and inspire a team of Loan Officers, driving significant business growth in the mortgage lending space.

In this pivotal role, you will be responsible for setting the strategic direction of your team, fostering a high-performance sales culture, and ensuring exceptional service delivery. You will play a crucial part in achieving branch production goals, expanding our market presence, and contributing to the overall success of our retail mortgage operations.

Key Responsibilities:

• Strategic Sales Leadership: Drive strategic initiatives and sales strategy, ensuring alignment with corporate goals for production and profitability within the branch.
• Team Leadership & Development: Recruit, hire, train, and continuously develop a high-performing team of Loan Officers. Provide ongoing coaching, performance reviews, and support to maximize their efficiency and sales production.
• Production & Efficiency: Oversee daily sales activities, including adherence to key metrics, time management, and sales techniques. Work collaboratively with Loan Officers and the Processing Department to resolve loan issues and optimize workflows.
• Market Expansion: Identify and capitalize on market opportunities, developing and executing overall market strategies to increase retail volume, market share, and profitability. Identify new business opportunities to help Loan Officers achieve branch goals.
• Cross-Functional Collaboration: Partner effectively with other business leaders and operations support to ensure seamless customer service, superior loan quality, and strong pull-through targets.
• Compliance & Communication: Communicate and implement company policies and procedures. Provide regular reporting to the Branch Manager on production performance.
• Personal Contribution: Maintain personal loan production at or above established goals. Actively manage a recruiting database to build a robust pipeline of talent.
• Brand Advocacy: Champion the company brand within the assigned geography, supporting efforts that enhance our market reputation.

Qualifications:

• 5+ years of experience.
• Call center and call center leadership experience.
• Demonstrated ability to lead, motivate, and develop a sales team.
• Demonstrated sales experience.
• Demonstrated experience coaching and motivating a call center team.
• Demonstrated experience with Five9 Call Center Software Pro.
• Strong understanding of mortgage lending processes and regulations.
• Exceptional communication, interpersonal, and cross-functional collaboration skills.
• Proven ability to identify market opportunities and develop effective sales strategies.

If you are a results-oriented leader eager to make a significant impact in a thriving mortgage environment, we encourage you to apply!

At Fairway Independent Mortgage Corporation, we’ve been committed to delivering exceptional service and fostering a culture of growth and collaboration since our founding in April 1996. We strive to make a meaningful impact in the communities we serve by living out our core values daily.

Explore rewarding career opportunities at Fairway, from branch-based roles to corporate support positions. Join a team dedicated to helping others and achieving success together.

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Current Employees: Head to the Fairway Careers Hub in Workday for internal job openings.

We post some job openings internally for our employees and others externally for the general public. If you cannot find the perfect role right now, do not hesitate to contact the Careers Team at careers@fairwaymc.com. We can answer any questions and keep you updated on future opportunities

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