Consumer Direct Manager

Consumer Direct Manager Position Overview Click n' Close Mortgage is seeking a Consumer Direct Manager to lead a high-performing call center sales team and its supporting operations. This is a hands-on leadership role responsible for driving production, improving conversion, and ensuring a seamless borrower experience from lead through closing. You will oversee Loan Officers, Processors, and Sales Support staff, owning performance across the full loan lifecycle. Key Responsibilities Recruit, onboard, and coach Loan Officers, Processors, and Support staff Drive a high-performance, accountable, and team-oriented culture Provide daily coaching on sales execution, pipeline management, and borrower communication Manage inbound and outbound lead flow (internet, trigger, mailers, recapture, etc.) Improve speed-to-lead, contact rates, and conversion performance Hold Loan Officers accountable to activity, pipeline, and production goals Oversee the full loan lifecycle from application through funding Partner with processing to ensure files move efficiently and accurately Identify and resolve bottlenecks across underwriting, conditions, and closing Maintain visibility into pipeline health and proactively manage fallout Ensure processors meet SLAs for file touches, condition management, and communication Align staffing capacity with production volume Establish clear workflows between Loan Officers, LOAs, and processors Deliver a consistent, high-quality borrower experience Collaborate on lead generation strategy and campaign performance Provide feedback on lead quality, borrower behavior, and conversion trends Support portfolio recapture and retention initiatives Track and improve key metrics, including: Lead-to-application conversion, Application-to-close pull-through, Loan Officer productivity, Processor turn times and cycle times, Cost per funded loan Maintain adherence to RESPA, TILA, ECOA, and company policies Ensure clean, complete, and audit-ready loan files Partner with Compliance and QC to proactively address issues Essential Skills and Qualifications 5-10+ years in mortgage lending Experience in Consumer Direct or call center environment required Proven success managing both sales and processing/support functions Background as a producing Loan Officer, Team Lead, or Branch Manager Strong sales leadership and coaching ability to create urgency & accountability Operational discipline and pipeline management expertise Data-driven mindset with focus on KPIs and performance Ability to align sales and operations for consistent execution Consumer Direct Manager Position Overview Click n' Close Mortgage is seeking a Consumer Direct Manager to lead a high-performing call center sales team and its supporting operations. This is a hands-on leadership role responsible for driving production, improving conversion, and ensuring a seamless borrower experience from lead through closing. You will oversee Loan Officers, Processors, and Sales Support staff, owning performance across the full loan lifecycle. Key Responsibilities Recruit, onboard, and coach Loan Officers, Processors, and Support staff Drive a high-performance, accountable, and team-oriented culture Provide daily coaching on sales execution, pipeline management, and borrower communication Manage inbound and outbound lead flow (internet, trigger, mailers, recapture, etc.) Improve speed-to-lead, contact rates, and conversion performance Hold Loan Officers accountable to activity, pipeline, and production goals Oversee the full loan lifecycle from application through funding Partner with processing to ensure files move efficiently and accurately Identify and resolve bottlenecks across underwriting, conditions, and closing Maintain visibility into pipeline health and proactively manage fallout Ensure processors meet SLAs for file touches, condition management, and communication Align staffing capacity with production volume Establish clear workflows between Loan Officers, LOAs, and processors Deliver a consistent, high-quality borrower experience Collaborate on lead generation strategy and campaign performance Provide feedback on lead quality, borrower behavior, and conversion trends Support portfolio recapture and retention initiatives Track and improve key metrics, including: Lead-to-application conversion, Application-to-close pull-through, Loan Officer productivity, Processor turn times and cycle times, Cost per funded loan Maintain adherence to RESPA, TILA, ECOA, and company policies Ensure clean, complete, and audit-ready loan files Partner with Compliance and QC to proactively address issues Essential Skills and Qualifications 5-10+ years in mortgage lending Experience in Consumer Direct or call center environment required Proven success managing both sales and processing/support functions Background as a producing Loan Officer, Team Lead, or Branch Manager Strong sales leadership and coaching ability to create urgency & accountability Operational discipline and pipeline management expertise Data-driven mindset with focus on KPIs and performance Ability to align sales and operations for consistent execution This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Click n' Close, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

Benefits:

401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Paid time off Parental leave Retirement plan Vision insurance

Experience:

Mortgage Lending:

5 years (Required)

Work Location:

Hybrid remote in Addison, TX 75001