Mutual of Omaha Mortgage · 1 day ago
Sales and Service Development Team Lead
Irvine, CA
Full-time
Onsite
Mid, Senior Level
2+ years expMutual of Omaha Mortgage is seeking a Sales and Service Development Team Lead to manage a team of outbound call professionals. The role involves coaching, developing, and optimizing team performance in sales development and customer service, while also ensuring high-impact results through effective leadership and process improvements.
BankingFinanceFinancial ServicesMortgage
Responsibilities
Lead a team of Sales & Service Development Representatives to meet and exceed performance goals in lead generation, customer engagement, and service
Monitor daily performance and call activity, providing real-time coaching, feedback, and support
Foster a culture of accountability, energy, and continuous improvement
Provide regular one-on-one coaching sessions, performance reviews, and skill development plans
Train new team members on call scripts, objection handling, CRM systems, and outreach best practices
Ensure call scripts, rebuttals, and service workflows are followed accurately and consistently
Identify areas for process improvements and collaborate with cross-functional teams to implement changes
Track and analyze KPIs such as call volume, lead conversion rates, service resolution, and customer satisfaction
Prepare regular reports and insights for leadership on team performance and development trends
Model and reinforce strong customer engagement practices, emphasizing trust-building, responsiveness, and clear communication
Serve as an escalation point for customer concerns not resolved at the rep level
Qualification
Required
2+ years of experience in a team lead or supervisory role in a call center or high-volume phone sales environment
Prior hands-on experience in outbound/inbound sales, lead qualification, or customer service
Proven ability to coach and motivate individuals toward achieving and exceeding KPIs
Strong communication skills—both verbal and written
Experience using CRM systems and call management tools
Organized, data-driven, and able to manage multiple priorities in a fast-paced environment
High emotional intelligence and a people-first leadership style
Preferred
Experience in the financial services, mortgage, or insurance industries
Familiarity with scripting and quality assurance tools
Benefits
Health, dental, vision, and 401(k) benefits
Competitive compensation and performance-based bonuses
Ongoing training and professional development
Company
Mutual of Omaha Mortgage
Mutual of Omaha Mortgage specializes in sales, training, marketing and mortgage advisory services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Torrey Larsen
Executive Vice President
Recent News
2025-10-07
2025-10-04
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