Lending Enterprise Retail Sales Manager

Location: 4910 Tiedeman Road, Brooklyn Ohio

The HL Enterprise Retail Sales Manager (ERSM) reports directly to the Home Lending Market Leader and is accountable for creating an engaging sales culture for employees to develop the skills and confidence required to grow the business by helping new and existing clients with home lending solutions. The ERSM prioritizes and leads delivering exceptional service to all clients. The primary responsibilities are to recruit external loan officer talent, lead a span of 3-8 loan officers, and serve as production representative of their local market, branch referred business, Key Private Bank referrals, and mortgage trade areas.

The ERSM leads a team of Mortgage Loan Originators (including MLOs & CDLOs) to originate high-quality home lending transactions and demonstrate expertise with local real‑estate market attributes (property taxes, transfer taxes, millage rates, etc.). This role develops and leads strategies and tactics to build local Centers of Influence for MLOs and CDLOs, partners closely with Retail Leaders to increase lending acumen, and is expected to originate a proven book of business and achieve targeted performance goals with respect to personal production and team results.

• Build, develop, coach, motivate, and lead a team of Mortgage Loan Originators (MLOs), CDLOs, and/or mortgage associates to deliver clients’ full lending needs.
• Achieve or exceed mortgage and home equity production goals for assigned Retail branch markets and Key Private Bank (KPB) markets, setting tone and expectation around partnership and performance objectives and managing performance evaluation.
• Ensure MLO adherence to the branch and private bank coverage model.
• Accountable for market, branch, and KPB pipeline management, upfront file quality, pull‑through and funding rates, and achieving NPS benchmarks.
• Serve as a market’s residential real‑estate options/products and lending expert, jointly accountable with Retail Leaders, Branch Managers, and KPB Leaders for residential lending production goals.
• Manage credit decision escalation, pricing exceptions, and overall pull‑through.
• Lead and support development, delivery, and execution of training and skill building for branch and KPB employees on all consumer credit products, systems, technology, and processes.
• Maintain an internal and external talent pipeline; hire, train, and onboard new employees grounded in Key’s Financial Wellness mission.
• Build strong collaborative relationships to drive excellent client experience, high-quality originations, and integration between branches, operations, underwriting, and fulfillment.
• Proactively engage Area Retail Leaders and the Consumer Loan Center to diagnose stalled pipelines and recommend solutions.
• Ensure compliance with all geography‑specific regulations (CRA, LMI, MMCT, and other requirements).
• Assist MLOs in resolving client complaints promptly.
• Partner with Home Lending Leaders to ensure effective execution channels and production success.
• Adhere to Key Home Lending policies, disclose information properly to clients, and maintain overall compliance and quality control within the department.
• Manage employee hours worked in accordance with Key Bank’s time‑tracking policies.
• Assist clients with residential mortgage loan origination, providing analysis and advice to meet their financial objectives, and develop referrals to grow Key’s home lending business.
• Prospect home lending business, build and develop new client loan originations, and develop internal referral relationships and external Centers of Influence.
• Originate and process 1‑4 family residential real‑estate mortgage transactions following Home Lending process and product guidelines.
• Gather documents during loan registration and remain the primary client contact throughout the loan process.
• Maintain high standards of client satisfaction, quality, and efficient system workflows.
• Develop and maintain in‑depth knowledge of products, services, competitors, and market trends.
• Foster internal and external relationships.
• Perform other duties as assigned; responsibilities may change without notice.
• Comply with all…