Senior Manager Consumer Direct Sales

Position Summary

The Senior Manager, Consumer Direct Sales builds and leads CapCenter’s Consumer Direct loan officer team. The position owns conversion from first contact to completed application across all lead sources, leads the continued improvement and expansion of our lead channels, and develops outreach to our base of more than 60,000 past clients. Leads, a CRM and a dialer are already in place; the Senior Manager’s mandate is to build the team and the operating discipline that converts them.

Essential Duties and Responsibilities

• Recruit, hire, license, train and develop Consumer Direct loan officers against an approved headcount plan; recommend headcount growth based on performance.
• Lead the daily operation of the sales floor: set call standards, cadences and activity expectations; review calls and coach loan officers in real time.
• Own conversion performance from lead to contact, contact to application, and application to TRID across all lead sources, including paid, credit trigger, aggregator, retention and partner referral.
• Manage lead routing, speed-to-lead, dispositions and lead recycling within the existing CRM and dialer; identify system gaps and recommend improvements.
• Lead the continued improvement and expansion of lead channels in partnership with Marketing; evaluate source quality and recommend where spend should increase or be cut.
• Develop and lead past-client outreach programs that generate repeat purchase, refinance and referral business from our client base of more than 60,000.
• Apply AI and automation to sales operations, including call review, lead scoring, outreach testing and performance reporting.
• Propose the team’s compensation plan, in partnership with HR and Finance, for COO approval.
• Ensure compliance with SAFE Act, RESPA, TRID, Fair Lending, ECOA and FCRA firm-offer-of-credit requirements, working with Senior Counsel on script review.
• Report team performance weekly to the COO.

Key Performance Measures

• Speed-to-lead and lead-to-contact rate
• Contact-to-application rate
• Application-to-TRID rate
• Loan officer productivity
• Cost per funded loan (shared with Marketing)

Qualifications

Required

• 7+ years of mortgage sales experience, including at least 2 years leading a sales team
• Demonstrated success building or scaling a direct-to-consumer or inside-sales loan officer team
• Experience managing multi-source lead programs (paid, credit trigger, retention, and partner)
• Working knowledge of FCRA firm-offer-of-credit rules, TRID, SAFE Act and Fair Lending
• Strong command of sales conversion metrics and performance reporting
• Active NMLS license, or eligibility and willingness to obtain one
• Discretion and integrity in handling confidential information

Preferred

• Experience applying AI or automation in a sales environment
• Experience growing a direct sales team from under 10 to more than 20 loan officers
• Experience improving speed-to-lead and conversion on an existing CRM and dialer
• Proficiency with HubSpot, Velocify, Salesforce FSC, Bonzo or comparable platforms
• Multi-state East Coast licensure

Compensation and Benefits

• Base salary: $120,000 – $140,000, commensurate with experience
• Target compensation: $150,000 – $180,000, including variable compensation
• Medical, dental, vision and life insurance; 401(k); profit sharing; paid vacation

Work Enviroment

This is an on-site position based at our Glen Allen, Virginia office, five days a week.

About CapCenter

Founded in Richmond, Virginia in 1997, CapCenter helps individuals and families achieve one of life’s most meaningful milestones: homeownership. We deliver a simpler, more transparent mortgage experience that saves clients real money. Our Zero Closing Cost mortgage has earned the trust of more than 60,000 clients and driven our growth through repeat business and referrals.

CapCenter is an Equal Opportunity Employer: Veteran/Disability. We do not discriminate against applicants or employees on any protected basis and are committed to creating an inclusive environment for all.