Manager Contact Center

Build your career with a company that is rated a top 20 lender nationally for VA Home Loans! Veterans First Mortgage is an FHA/VA home lender. Come join a team that trains you from the ground up! Veterans First Mortgage employees strive to give each and every borrower an exceptional customer experience. We have a visionary marketing team with a cutting-edge lead program. Our in-house team of loan officers, processors, underwriters and closers share one goal: to make the loan process swift, simple and compliant. Military members make up a large part of our demographic. An increasing number of veterans are using their home loan benefits. Come take advantage of this momentum and feel a great satisfaction in helping those that serve our country.

For more information on Veterans First Mortgage, please visit http://www.veteransfirst.com/careers

Build your career with a company that is a leader in home lending for Veterans! Veterans First Mortgage is a consumer-direct lender that specializes in serving Veterans and the military community from its main loan center in Salt Lake City. We operate under Wintrust Financial Corporation, an Illinois-based bank. Veterans First Mortgage is a trade name of Wintrust Mortgage, a division of Barrington Bank & Trust Company, N.A., a Wintrust Community Bank, NMLS# 449042.

About Veterans First Mortgage®:

Veterans First Mortgage is a specialized home lender, and its employees strive to give every borrower an exceptional customer experience. We have a visionary marketing team with a cutting-edge program. Our in-house team of loan officers, processors, underwriters, closers, and contact coordinators share one goal — to make the loan process swift, simple, and compliant. Military members make up the majority of our clientele, and an increasing number of Veterans are now using their home loan benefits. Take advantage of this momentum and feel great satisfaction in helping those who serve our country.

Why join us?

The Manager, Contact Center is responsible for leading their team of Contact Coordinators in all aspects of daily activity, helping team members achieve individual success, while maintaining a clear vision on the underlying objective – to meet department productivity quotas. As manager, you will lead by example to create a positive and driven work environment. Responsible for elevating the performance of everyone on your team, you play a big role to help the department and company grow as a whole.

Why join this team?

The team at Veterans First Mortgage has helped over 175,000 borrowers obtain the American dream of homeownership. “Inside Mortgage Finance” ranks Veterans First Mortgage as a top VA mortgage lender by volume. With primary lending centers in Salt Lake City, UT, and San Diego, CA, we do loans in every state. As a specialized mortgage lender with over 350 hardworking team members, we strive to make every aspect of the loan process as easy as possible.

Veterans First’s community and overseas programs revolve around Veterans and our troops. When we say, "Thank you for your service," we mean it!

What you’ll do:

The Contact Center Manager leads a team of outbound contactors responsible for contacting, qualifying, and converting inbound and purchased leads for Veterans First Mortgage. This leader drives daily production, optimizes workflows, and ensures every customer receives respectful, compliant, and high-quality experience. The role blends sales leadership, mortgage expertise, contact center operations, and veteran centric service.

• Team Leadership-Oversee department staffing and operations.

• Lead Conversion Strategy -Own daily/weekly/monthly conversion targets; optimize call cadence, scripting, and follow up sequences to maximize funded loan volume.

• Pipeline Management -Monitor lead aging, contact attempts, qualification rates, and handoff quality to loan officers.

• Quality & Compliance-Ensure adherence to VA lending guidelines, TCPA, RESPA, and internal call quality standards.

• Performance Analytics-Track KPIs (contact rate, conversion rate, speed to lead, talk time, QA scores); implement data driven improvements.

Qualifications:

• 3-5 years’ experience managing or supervising contact center teams

• Minimum of 18 months’ work experience as a Contact Center representative. Strong communication skills (written and verbal).

• Bachelor’s degree or equivalent

• Advanced Computer Skills

Benefits:

Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long-term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance

Compensation:

The estimated annual salary range for this role is $59,000-$80,000. Actual salaries may vary based on several factors, such as a candidate’s qualifications, skills, and experience.

From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To build a company that reflects the communities we serve, we believe that fostering a unique and inclusive workplace where everyone feels valued and empowered to succeed will support our ongoing success. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.