Senior Manager, Consumer Direct Sales

Founded in Richmond, Virginia in 1997, CapCenter exists to help individuals and families achieve one of life's most meaningful milestones—homeownership. 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 CapCenter, 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 CapCenter’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 HubSpot, 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.

Benefits:

CapCenter offers a comprehensive benefits package, including medical, dental, vision, life insurance, a 401(k) plan with company match, paid vacation, paid holidays, and other programs designed to support the well-being and professional growth of our employees.

Physical Requirements and Work Environment:

Work is primarily performed in a professional office environment and may involve extended periods of sitting, computer use, keyboarding, and telephone or virtual communication. The position may require managing competing priorities, responding to time-sensitive matters, maintaining accuracy and attention to detail, and working effectively in a fast-paced environment.

Reasonable Accommodation:

As required by law, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Equal Opportunity Employer:

CapCenter is an Equal Opportunity Employer (Veteran/Disability). All qualified applicants will be considered regardless of race, color, national origin, age, religion, sex, sexual orientation, gender identity, or any other status protected by applicable federal, state, or local law.