Senior Manager Sales and Customer Support Lead

4 weeks ago


Charlotte, North Carolina, United States Figure Full time
About the Role

We're seeking a Senior Manager Sales and Customer Support to join our innovative and growing Customer Operations team at Figure. In this leadership role, you'll manage and mentor our licensed sales team, driving their performance to meet and exceed sales goals while maintaining a customer-centric approach. You will also manage the team responsible for helping Figure remediate outstanding borrower issues. You will be responsible for setting clear performance goals, tracking progress, and ensuring that the team consistently hits key targets. By providing strategic direction, fostering development, and ensuring excellence in every customer interaction, you'll play a pivotal role in our success.

Key Responsibilities
  • Team Leadership: Recruit, train, and develop a high-performing team of MLOs. Foster a positive and motivating team environment that encourages collaboration and success. Set clear performance expectations and conduct regular performance reviews.
  • Sales Strategy: Develop and implement sales strategies to achieve overall business objectives and growth targets. Analyze market trends and adjust strategies to capitalize on opportunities and mitigate risks.
  • Coaching and Development: Provide ongoing coaching and support to MLOs, helping them enhance their sales techniques and customer engagement skills. Organize training sessions and workshops to keep the team updated on industry regulations, products, and best practices.
  • Performance Monitoring: Monitor individual and team performance metrics, providing actionable feedback to drive improvement. Generate regular reports on sales activities, forecasting, and team performance for senior management.
  • Customer Relationship Management: Ensure exceptional service delivery to clients, addressing any escalated issues promptly and effectively. Collaborate with other departments to streamline operations and improve client experiences.
Requirements
  • Bachelor's degree in Business, Finance, or related field (preferred).
  • 5+ years as a licensed MLO in any state.
  • 5+ years of experience in mortgage sales, with a minimum of 2 years in a leadership role.
  • Strong understanding of mortgage products and processing, industry regulations, and compliance.
  • Proven track record of achieving sales targets and driving team performance.
  • Excellent communication, interpersonal, and motivational skills.
  • Proficiency in CRM software and sales management tools.
  • Be able to maintain federal NMLS and state licenses in all required states.
Benefits and Perks
  • Competitive salary and growth opportunities.
  • Company quarterly performance-based bonus.
  • Equity stock options package.
  • Employer-funded comprehensive health, vision, dental insurance, and wellness program for employees and their dependents.
  • Employer-funded life and disability insurance coverage.
  • Company HSA, FSA, Dependent Care, 401k, and commuter benefits.
  • Up to 12 weeks paid family leave.
  • Flexible time-off plan to empower employees to take the time off that they want and need.
  • Continuing education reimbursement.
  • Routine Team swag deliveries.


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