Mortgage Telemarketing & Lead Generation Manager

Equitable Lending is seeking one experienced Telemarketing & Lead Generation Manager with at least five years of mortgage industry experience to lead a team of 5–10 lead generation telemarketers.

This is a hands-on management role with direct responsibility for daily production, caller accountability, training, and transfer quality. Your mission is to develop a disciplined team that consistently connects our loan officers with high-intent prospects who have a genuine mortgage need and are ready to discuss their financing options.

Core Responsibilities:

Own daily production: Manage team schedules, lead assignments, dialing activity, follow-up, and live transfers. Establish clear individual and team goals and actively coach callers toward those goals throughout the day.

Define a qualified transfer: Ensure callers confirm the prospect’s financing objective, interest, timing, and willingness to speak with a loan officer. Transfers must include accurate notes and a clear explanation of the client’s needs.

Manage the transfer process: Coordinate with loan officers so interested prospects receive a timely, professional handoff. Address missed transfers, unavailable loan officers, and incomplete handoffs promptly.

Build consistent processes: Document scripts, qualification questions, lead dispositions, follow-up cadences, transfer procedures, and escalation paths.

Improve results: Identify which lead sources, scripts, calling periods, and coaching methods generate meaningful conversations and accepted transfers. Use those findings to improve production.

Report performance: Provide daily production updates and a weekly report covering activity, qualified transfers, loan officer feedback, downstream conversion, and corrective actions.

Accountability — Every Transfer Must Have Value:

Monitor dialer and CRM dashboards daily for dials per hour, connection rates, talk time, schedule adherence, follow-up completion, and qualified transfers per caller.

Verify activity against call recordings and CRM records. Address unexplained idle time, ghost dialing, inaccurate dispositions, duplicate leads, and inflated transfer counts.

Measure both transfer volume and transfer quality, including loan officer acceptance, prospect engagement, and progression to an application.

Prevent rushed, misleading, or unwanted transfers. A prospect must understand why they are being connected and agree to speak with a loan officer.

Review rejected transfers with loan officers, identify recurring issues, and coach callers on specific improvements.

Set clear expectations, document performance gaps, and follow through on improvement plans.

Quality and Training — Develop Callers Who Earn the Handoff:

Own onboarding and ongoing training in mortgage fundamentals, discovery questions, objection handling, follow-up, CRM documentation, and professional live transfers.

Train callers to identify genuine financing needs and distinguish active prospects from contacts who need further follow-up.

Use standardized QA scorecards to evaluate accuracy, listening skills, professionalism, qualification, and handoff quality.

Establish minimum weekly call-review coverage for every caller, supported by live monitoring, individual coaching, and team role-play sessions.

Incorporate loan officer feedback into training so callers understand what makes a transfer useful and what causes prospects to disengage.

Reinforce company-approved scripts, required disclosures, and calling procedures. Ensure callers route rate quotes, eligibility decisions, and loan advice to appropriately licensed personnel.

Set measurable ramp goals for new hires and retrain promptly when scripts, products, or processes change.

Ideal Candidate:

Five or more years of mortgage industry experience required.

Proven experience directly managing mortgage telemarketing or lead generation teams, with the ability to coach and hold 5–10 callers accountable.

Demonstrated success generating qualified live transfers and improving conversion through call review, training, and disciplined follow-up.

Strong working knowledge of dialers, CRMs, call recordings, QA scorecards, and production dashboards.

A practical leader who can identify performance problems, coach effectively, and deliver consistent results.

To apply: Submit your résumé and a brief summary of your mortgage experience, team sizes managed, and measurable results improving qualified transfers and conversion.