Retail Inside Sales Team Lead - Remote

Retail Inside Sales Team Lead is responsible for leading, coaching, and developing a team of Reverse Mortgage Loan Officers within a national consumer-direct sales environment. This role serves as the primary leader for a team of approximately 8–12 Loan Officers, with team size varying based on business needs and organizational growth.

The Team Lead is accountable for driving sales performance, improving conversion metrics, ensuring compliance adherence, and fostering a culture of accountability, continuous improvement, and customer-focused service.

Through data-driven coaching, performance management, and operational partnership, the Team Lead works to maximize production while supporting employee development and organizational goals.

This position is ideal for an experienced reverse mortgage sales leader who thrives in a performance-based environment and possesses a passion for coaching, motivating, and developing top-performing sales professionals. Sales Leadership and Production

Drive team performance through consistent coaching, accountability, and sales leadership.

Lead sales discussions, brainstorming sessions, and best-practice sharing to improve individual and team performance.

Promote a results-oriented culture focused on achieving and exceeding sales objectives.

Monitor and improve lead conversion rates throughout the sales process.

Coach Loan Officers on effective borrower engagement, referral development, relationship-building, and consultative sales techniques.

Provide leadership support for unique borrower situations, escalations, and compliance-sensitive transactions when needed.

No personal loan production is expected

Coaching and Talent Development

Conduct ongoing call reviews and coaching sessions to identify strengths, opportunities, and areas for improvement.

Deliver daily and weekly coaching designed to improve sales effectiveness, conversion rates, and customer experience.

Provide individualized development plans for Loan Officers at varying stages of performance.

Facilitate best-practice sharing across the team to promote continuous learning and collaboration.

Partner with the Training Department to support onboarding efforts and reinforce role-specific knowledge and application of training concepts for new hires.

Performance Management

Monitor individual and team performance metrics on an ongoing basis.

Utilize data and performance trends to diagnose performance gaps and implement corrective action plans.

Conduct performance discussions, coaching conversations, and documentation as necessary.

Manage watchlists, performance improvement plans (PIPs), and disciplinary coaching processes in accordance with company policies.

Support recruiting, interviewing, and selection efforts to maintain appropriate staffing levels.

Compliance and Quality Assurance

Ensure adherence to all federal, state, investor, company, licensing, and regulatory requirements applicable to reverse mortgage lending.

Promote a culture of compliance and ethical sales practices.

Monitor quality assurance results and implement coaching strategies to address identified deficiencies.

Ensure Loan Officers properly follow established workflows, CRM requirements, call cadence expectations, lead management standards, and documentation procedures.

Maintain knowledge of industry regulations, compliance updates, and company policies.

Assist in the investigation and resolution of escalated borrower complaints, executive escalations, regulatory inquiries, and CFPB-related concerns.

May assume direct communication responsibilities with borrowers when appropriate to support complaint resolution or compliance obligations.

Pipeline and Operational Partnership

Partner closely with Processing, Operations, Underwriting, Closing, and other internal departments to facilitate efficient loan progression.

Assist with pipeline oversight and milestone management to identify and remove obstacles affecting production.

Resolve borrower, operational, and process-related escalations impacting customer experience or loan progress.

Serve as a liaison between Sales and Operations to improve communication, efficiency, and borrower outcomes.

Support company initiatives focused on workflow optimization and customer service excellence.

Reporting and Analytics

Prepare and publish daily, weekly, and monthly performance reporting to team.

Analyze sales conversions, funnel metrics, contact rates, pull-through rates, and funding performance.

Utilize data to identify trends, diagnose performance opportunities, and implement action plans.

Leverage business intelligence tools and CRM reporting to support decision-making and performance management.

Required

Active NMLS license and eligibility to maintain licensing requirements.

Minimum of two (2) years of mortgage sales experience.

Minimum of two (2) years of reverse mortgage origination experience.

Previous experience leading, coaching, or managing mortgage sales professionals.

Demonstrated ability to drive sales production and performance improvement.

Strong understanding of reverse mortgage products, sales processes, regulatory requirements, and consumer-direct sales environments.

Experience conducting coaching sessions, call reviews, and performance management activities.

Proven ability to manage multiple priorities in a fast-paced environment.

Strong analytical, communication, and decision-making skills.

Preferred

Previous experience as a Reverse Mortgage Team Lead, Sales Manager, or other mortgage sales leadership role.

Experience managing teams of 10–12 or more sales professionals.

Bachelor's degree from an accredited college or university.

Experience within a national consumer-direct mortgage lending environment.

Technology Requirements Proficiency with

Salesforce CRM

Quantum Reverse

Tableau

Microsoft Office Suite

Mortgage origination and sales technology platforms

Core Competencies

Sales Leadership

Coaching and Development

Accountability

Performance Management

Data-Driven Decision Making

Change Management

Compliance Leadership

Communication and Influence

Problem Solving

Conflict Resolution

Customer Experience Management

Cross-Functional Collaboration

Work Environment

Fully remote position.

Requires prolonged periods of computer and telephone usage.

Periodic travel may be required for company meetings, leadership summits, training events, or other business-related activities.

Must be able to effectively lead and engage a geographically dispersed workforce.

Compensation This position offers a competitive base salary along with a highly rewarding variable compensation program tied directly to team production and performance outcomes. High-performing Team Leads have significant earning potential through the successful development and performance of their teams.

Working in a growing and dynamic industry

Full benefits: Medical, Dental, Vision, FSA/HSA, and wide array of voluntary products and discounts

401(k) with company match

Paid time off

This is an Exempt role

Target base salary range is 80K which is based on various factors including skills and work experience. Additionally, commissions based on avg production per LO