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Manager, Sales Lead and Call Performance

Location: Irving, TX, United States
Req ID: 014253

Job Description

Description

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Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

Job Duties:

  • Manage and lead a team focused on optimization of lead and call/voice management systems for entire Sales organization
  • Develop, maintain, and monitor advanced lead distributions for various Marketing campaigns
  • Create lead reporting for yourself, Marketing, and Sales
  • Work closely with the Analytics team to report daily on lead flow, lead conversions, and provide historical lead data trends
  • Work closely with IT on system changes/issues/maintenance
  • Manage all system setup  requests for new Mortgage Professionals and Home Advisors (Loan Officers)
  • Develop training material and teach Training Department how to use/train new hires for new features
  • Provide continuing education classes on system functions for seasoned Sales staff
  • Communicate changes and updates by providing detailed emails, newsletters and training tips to users
  • Work closely with Marketing on understanding new Marketing campaigns and how changes will affect call volume, lead distribution and prioritization
  • Maintain end to end customer experience maps for all lead and call channels

Experience Required:

  • Strong analytical skills
  • Familiar with mortgage lending terms and processes
  • Familiar with mortgage marketing campaigns
  • Computer literate with the ability to access and administer multiple systems
  • Advanced in MS Excel and PowerPoint knowledge

The candidate should be able to maintain a flexible work schedule and successfully complete all company new hire requirements

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

014253

Job Category:

Originations

Primary Location City:

Irving

Primary Location Region:

Texas

Primary Location Postal Code:

75063

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Origination

Additional Posting Location(s):

Chandler, Santa Ana, CA

Alternate Requisition:

No

Summary

The Role This leader is a well-rounded professional who excels in understanding the complete mortgage process from start (lead received) to finish (loan closed/funded). They must understand how mortgage leads are generated and be knowledgeable in the best ways to convert those leads. They must understand the overall loan procedure from Marketing to Sales to Operations. He/she must be business savvy with a passion for internal customer service and external customer experience and most importantly, someone who can easily multi-task and maintain extreme attention to detail. This individual will manage a group of high performing specialists that will focus on the optimization of leads and call management systems as well as the general management of the general lead and call/voice infrastructure (along with help from designated IT partners) that support the success of all mortgage professionals and home advisors (loan officers), sales managers, and administrators within the company. This leader understands how to report, identify, and pinpoint patterns and trends at any point of the process and proactively work with marketing and sales stakeholders in delivering strategic solutions to optimize these areas of direct responsibility. He/she must excel at effective communication techniques and be equipped with advanced personal skills as this position corresponds heavily with numerous departments internally and externally including executive management.
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