Retail Inside Sales Team Lead - Remote

Retail Inside Sales Team Lead is responsible for leading, coaching, and developing a team of Reverse Mortgage Loan Officers within a national consumer-direct sales environment. This role serves as the primary leader for a team of approximately 8–12 Loan Officers, with team size varying based on business needs and organizational growth.

The Team Lead is accountable for driving sales performance, improving conversion metrics, ensuring compliance adherence, and fostering a culture of accountability, continuous improvement, and customer-focused service. Through data-driven coaching, performance management, and operational partnership, the Team Lead works to maximize production while supporting employee development and organizational goals.

This position is ideal for an experienced reverse mortgage sales leader who thrives in a performance-based environment and possesses a passion for coaching, motivating, and developing top-performing sales professionals.
Sales Leadership and Production

- Drive team performance through consistent coaching, accountability, and sales leadership.

- Lead sales discussions, brainstorming sessions, and best-practice sharing to improve individual and team performance.

- Promote a results-oriented culture focused on achieving and exceeding sales objectives.

- Monitor and improve lead conversion rates throughout the sales process.

- Coach Loan Officers on effective borrower engagement, referral development, relationship-building, and consultative sales techniques.

- Provide leadership support for unique borrower situations, escalations, and compliance-sensitive transactions when needed.

- No personal loan production is expected

Coaching and Talent Development

- Conduct ongoing call reviews and coaching sessions to identify strengths, opportunities, and areas for improvement.

- Deliver daily and weekly coaching designed to improve sales effectiveness, conversion rates, and customer experience.

- Provide individualized development plans for Loan Officers at varying stages of performance.

- Facilitate best-practice sharing across the team to promote continuous learning and collaboration.

- Partner with the Training Department to support onboarding efforts and reinforce role-specific knowledge and application of training concepts for new hires.

Performance Management

- Monitor individual and team performance metrics on an ongoing basis.

- Utilize data and performance trends to diagnose performance gaps and implement corrective action plans.

- Conduct performance discussions, coaching conversations, and documentation as necessary.

- Manage watchlists, performance improvement plans (PIPs), and disciplinary coaching processes in accordance with company policies.

- Support recruiting, interviewing, and selection efforts to maintain appropriate staffing levels.

Compliance and Quality Assurance

- Ensure adherence to all federal, state, investor, company, licensing, and regulatory requirements applicable to reverse mortgage lending.

- Promote a culture of compliance and ethical sales practices.

- Monitor quality assurance results and implement coaching strategies to address identified deficiencies.

- Ensure Loan Officers properly follow established workflows, CRM requirements, call cadence expectations, lead management standards, and documentation procedures.

- Maintain knowledge of industry regulations, compliance updates, and company policies.

- Assist in the investigation and resolution of escalated borrower complaints, executive escalations, regulatory inquiries, and CFPB-related concerns.

- May assume direct communication responsibilities with borrowers when appropriate to support complaint resolution or compliance obligations.

Pipeline and Operational Partnership

- Partner closely with Processing, Operations, Underwriting, Closing, and other internal departments to facilitate efficient loan progression.

- Assist with pipeline oversight and milestone management to identify an