Internal Mortgage Sales Manager

Help manage hire train and develop new and existing Internal Mortgage team members through direct leadership of Mortgage Supervisors and indirect leadership of Internal Mortgage Loan Officers. Lead the Internal Mortgage channel in accomplishing daily monthly and annual goals while providing superior member service and supporting members through inbound internal mortgage needs. Ensure efficient internal application flow high-quality member interactions and strong adherence to service level agreements (SLAs) compliance and Credit Union service standards.

Duties and Responsibilities:

• Provide day-to-day leadership of the Internal Mortgage channel through direct supervision coaching and development of Mortgage Supervisor(s).
• Manage daily priorities for teams and queues to achieve efficiency and meet or exceed SLAs including coverage planning for required call queue assignments.
• Ensure member experiences are always at or above established service standards; reinforce a culture focused on financial success empathy and quality guidance.
• Supervise the handling of all internal member interactions consistent with core values service standards and key performance expectations.
• Conduct regular one-on-one meetings with each direct report to discuss goals performance metrics member feedback coaching plans and career development.
• Ensure Supervisors effectively coach their teams on lending philosophy application accuracy cross-sell awareness and member-experience fundamentals.
• Monitor team performance metrics (conversion service levels quality scores survey feedback) and create/analyze reports to identify opportunities and drive improvement.
• Ensure Net Promoter Score (NPS) and OSAT follow-up is completed within required timeframes; support service recovery as needed.
• Handle escalated member loan or department situations as needed; ensure timely satisfactory resolution.
• Oversee training and onboarding of new team members utilizing consistent knowledge-transfer practices to ensure process accuracy and team competency.
• Support internal loan intake and processing activities as required including application review documentation verifications and file requirements throughout the loan lifecycle.
• Partner cross-functionally with Processing Underwriting and Mortgage Operations teams to ensure seamless handoffs and high-quality member experiences.
• Manage quality oversight related to completeness and accuracy of internal applications including resolution of any compliance cures.
• Coordinate workload coverage and reassignments in partnership with Supervisors to maintain adequate staffing and uninterrupted service.
• Handle weekly timesheets overtime management and time off requests for direct reports; ensure adequate coverage for all service channels.
• Assist with interviewing and hiring for Supervisors and other Internal Mortgage roles; support recognition programs for goal achievement and performance.
• Prepare and assist with monthly reports regarding efficiency productivity service outcomes and action plans to support continuous improvement.
• Assist in developing and implementing policies procedures coaching tools and performance expectations that contribute toward efficiency quality and departmental pride.
• Assist with assigned projects and cross-department initiatives.
• Other duties as assigned.

Qualifications:

Bachelors degree required with preference for related fields. Candidates must have a minimum of two years of progressive experience in both lending and sales/operational leadership with strong preference for mortgage lending and a proven record of leading teams successfully in a performance-driven environment. The role requires demonstrated ability to coach and develop supervisors and frontline staff apply sound judgment in lending decisions and navigate lending practices regulatory requirements and Credit Union philosophy. Role requires strong analytical aptitude including proficiency in math data interpretation and the use of technology to drive operational efficiency. Must exhibit exceptional communication and interpersonal skills with the ability to collaborate effectively across teams and influence outcomes. Strong organizational and problem-solving abilities professionalism and strict adherence to confidentiality are essential; experience with systems such as Encompass Blend or Calabrio is preferred but not required.

Performance Standard:

Demonstrated cooperative and positive attitude toward members and internal team members. Professional in appearance attendance quality and quantity of work. Ability to lead through pressured situations and conflicting priorities. Self-motivated with a commitment to continuous learning and improvement. Must comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union.

Physical Requirements:

• Perform tasks requiring manual dexterity (processing paperwork filing stapling sorting collating typing counting cash etc.).
• Sit for extended periods of time.
• Lift 2040 pounds of applicable supplies including but not limited to copy paper cash drawers marketing material etc.
• Repetitive motion using wrists hands and fingers.
• Reach keyboards.
• Ability to operate basic office machines (calculator computer telephone copy machine fax machine etc.).

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin sex age disability protected veteran status or other characteristics protected by law.

Required Experience:

Manager