Senior Manager,Consumer Direct Sales Job Glen Allen area,Virginia USA,Sales

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Full Time Glen Allen, VA, US

2 days ago Requisition

Founded in Richmond, Virginia in 1997, Cap Center exists to help individuals and families achieve one of life's most meaningful milestones - home ownership. By bringing mortgage, realty, and insurance services together under one roof, we provide a simpler, more transparent experience designed to save clients time and money. Our commitment to innovation, including our Zero Closing Cost mortgage, has earned the trust of thousands of clients and fueled our growth through repeat business and referrals.

At Cap Center, our mission extends beyond serving clients. We foster a collaborative, high-impact environment where employees are empowered to do meaningful work, grow professionally, and make a real difference in the lives of the people we serve.

Job Overview:

The Senior Manager, Consumer Direct Sales builds and leads Cap Center'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.

Key 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:

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 Hub Spot, Velocify, Salesforce FSC, Bonzo or comparable platforms
Multi-state East Coast licensure

Compensation:

The estimated range of $120,000 - $180,000 reflects the budgeted amount for this position. Individual compensation will be determined based on job-related business considerations, such as relevant qualifications, experience, location, education, certifications, skills, and other job-related reasons. Where applicable, this position is eligible for incentive compensation and/or discretionary bonus opportunities.

Cap Center offers a comprehensive benefits package, including medical, dental, vision, life insurance, a 401(k)…