Home Lending Manager I

Help shape a customer experience that turns curiosity into confident home financing decisions. You will lead a phone-based outreach team that connects with potential clients and supports a strong, stable pipeline. This role combines people leadership, operational execution, and a commitment to service excellence. If you are energized by coaching teams and improving performance through data and disciplined routines, you will thrive here. Join us to raise the bar for proactive customer engagement in mortgage lending.
As a home lending manager in the proactive outreach team, you will lead a phone-based team that generates high-quality leads and supports a consistent flow of mortgage applications. You will execute day-to-day operating rhythms, coach performance, manage escalations, and partner closely with lending and sales stakeholders to improve conversion and customer experience.
Job responsibilities
Lead daily operations for the proactive outreach team, including workflow planning, prioritization, and service-level execution
Hire, onboard, and coach a team of phone-based outreach associates to improve call-to-lead and lead-to-application conversion
Set clear performance expectations and deliver ongoing coaching, feedback, and development planning
Monitor scorecard results and quality outcomes, and take timely actions to improve performance while maintaining compliance
Handle customer escalations and complex screening discussions with empathy, clarity, and effective problem resolution
Manage exceptions and resolve complex operational issues using established guidelines, escalating when appropriate
Partner with lending and sales stakeholders to align outreach activities with lead priorities and application goals
Share relevant market and program insights with partners to support conversion and customer experience improvements
Lead or contribute to departmental projects and cross-functional initiatives that improve processes and outcomes
Use call center, telephony, and workflow tools to support operational excellence and identify process improvement opportunities
Required qualifications, capabilities and skills
TBD years of direct people leadership experience, including coaching, performance management, and team development
TBD years of experience in mortgage lending, home lending, or closely related financial services roles
TBD years of experience leading or supporting outbound outreach and/or contact center teams
Demonstrated ability to manage escalations and resolve complex customer situations with professionalism and sound judgment
Ability to execute daily operating routines, manage priorities, and drive performance against defined metrics
Strong communication skills, including the ability to deliver clear feedback and influence across partner teams
Working knowledge of compliance and quality expectations in a regulated environment
Proficiency with telephony and call center systems and comfort working in a fast-paced, time-sensitive environment
Preferred qualifications, capabilities and skills
1 year of mortgage sales experience
Bachelor’s degree or equivalent experience
Experience in an outbound and/or contact center environment
Experience coaching teams on conversion behaviors and improving performance through call quality routines
Experience building or scaling a new team, process, or program in a changing environment
Familiarity with lead management workflows and partnering with sales teams to drive applications
Unique Requirements

Skills
Process Improvement