Job Type
Full-time
Description
CV3 Financial Services provides financing for non-owner-occupied investment properties, providing flexible loan solutions combined with the experience our customers can trust.
CV3 is more than just a lender. We partner with our customers to accelerate real estate opportunities and are invested in their success. We leverage the best technology to eliminate complexity and simplify the loan process, while never losing sight of the value of building personal relationships with our customers.
We've set the bar high. The aspirational mission is to be the #1 choice as a trusted capital partner for real estate investors. We are ready when you are!
Our People are Our Power Great people make great companies. CV3 has nurtured a people-first culture, an entrepreneurial team, and a disciplined craft that fuels innovation and delivers results. We create lasting client relationships based on trust and transparency. We cultivate these relationships by taking amazing care of our people and our customers. Above all, what sets us apart are our five Core Values, which guide everything we do.
General Purpose: The Call Center Manager is responsible for the overall leadership, performance management, and operational oversight of CV3's mortgage-focused call center. This position manages all aspects of lead intake, sales execution, and pipeline progression for investment purpose loans. The role ensures that high-volume outbound and inbound lead activity is effectively converted into funded loans by optimizing team performance, technology use, process efficiency, and compliance standards.
In this position, you will: - Supervise and coach loan officers, processors, and call center agents handling high-volume lead activity; provide regular feedback through call monitoring, scripting review, and daily huddles to drive performance and accountability.
- Oversee the full sales cycle from lead intake through loan funding, ensuring timely follow-up, effective sales execution, and alignment with marketing and sales strategies to optimize lead quality and conversion rates.
- Track, analyze, and report on call center KPIs-including contact rate, talk time, application, and funding conversion-to identify trends and implement performance improvement strategies.
- Maintain pipeline visibility and ensure timely progression of loans through cross-functional coordination with underwriting, processing, and closing teams; identify and resolve bottlenecks that impact efficiency.
- Utilize CRM, LOS, and dialer tools (e.g., Salesforce, Encompass, Velocify) to manage workflow, automate processes, and enhance operational visibility.
- Ensure compliance with company policies and regulatory requirements, including TCPA and PCI standards; implement quality controls and adherence measures across all touchpoints.
- Recommend and support technology enhancements or process improvements to increase operational effectiveness and team productivity.
- This position may involve handling confidential and sensitive information as part of its daily responsibilities. Employees are expected to exercise discretion and protect all sensitive data, including but not limited to personal information, loan details, business and financial records, and proprietary materials.
Requirements
Successful candidates will possess: - Bachelor's degree in business, finance, or a related field, or equivalent experience.
- 5+ years of call center leadership experience, with at least 3 years in the mortgage industry.
- Experience managing sales-oriented teams in a high-volume lead environment.
- Familiarity with CRM/LOS systems such as Salesforce, JungoVelocify, Encompass, or Total Expert.
- Strong knowledge of investment property lending, including DSCR and non-owner-occupied loan products.
- Experience with non-QM lending, DSCR products, or portfolio loan offerings.
- Knowledge of bridge loans, rehab loans, or ground-up construction financing.
- Bilingual fluency in Spanish, Mandarin, or other languages preferred.
NECESSARY KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES: - Demonstrates strong organizational capability with the ability to manage multiple priorities and maintain efficiency in high-volume environments.
- Responds effectively to change and quickly adapts to shifting priorities, processes, and technology.
- Maintains team alignment, accountability, and engagement while promoting a structured and productive work environment.
- Applies sound judgment and analytical thinking to resolve operational challenges and drive continuous improvement.
- Anticipates needs, identifies risks and opportunities in advance, and takes proactive steps to address them.
- Communicates clearly and professionally in both written and verbal formats, with consistent follow-through and responsiveness.
- Upholds confidentiality, professionalism, and ethical conduct in all business dealings.
- Builds strong working relationships across teams and levels through active listening and emotional intelligence.
- Cultivates a collaborative and inclusive team culture that enhances engagement and performance.
- Maintains composure under pressure, demonstrates accountability, and models professional integrity in achieving business goals.
What's in it for you: Inspiring Culture : We have earned the reputation as an exceptional workplace, designed with the deepest intentions for you to thrive. We are committed to being a transparent environment where team members are encouraged to ask questions, be heard, and never stop learning. We foster an inclusive and supportive environment where creativity and innovation thrive.
Talent Development: We invest in our team members' growth and development. You will have access to ongoing training, mentorship, and opportunities to expand your skill set and advance your career.
Impactful Work: Join us in making a meaningful impact. At CV3, we are a team. A highly motivated group of dedicated, talented people, motivating each other and working together towards our shared and individual goals. We show up. Every Day. For each other and our customers.
Innovation: We embrace new ideas and technologies. You will have the chance to work on cutting-edge projects and contribute to solutions that shape our industry.
Work-Life Balance: We value work-life balance and understand the importance of a healthy and fulfilling personal life. We work with you to determine the best work style for you and CV3.
Benefits Package: We provide competitive compensation packages and comprehensive benefits to underscore our commitment to the well-being of our team.
- Health Insurance
- HSA Account
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Dental Insurance
- VSP Vision Insurance
- Flexible Spending Accounts (FSA)
- Group Paid Life and AD&D Insurance Supplemental Coverage
- Company Paid Long-Term Disability and Short-Term Disability (Non-CA)
- 401 (k) Retirement Plan (2-Year Vesting)
- Legal Services
- Virtual Behavioral Health
- Employee Assistance Program (EAP)
Employee Perks: Beyond our comprehensive benefits package, CV3 provides a diverse array of advantages to our team members. These include flexible PTO, birthday and work anniversary gift cards, community outreach opportunities, access to Doordash's Dash Pass, Employee discount program - Great Work Perks, an onsite dog park at our headquarters, company swag, stipends, and much more!
At CV3, we are committed to the principles of diversity, equity, inclusion, and equal opportunity. We build teams and grow talent that reflects the diversity of the clients and communities we serve. Diversity of background, experience, and perspective adds value and depth to our teams and creates better business results.
CV3 is an equal opportunity and affirmative action employer. We take pride in building a workplace culture where all team members feel supported and respected, and have equal access to career and development opportunities without regard to race, religion/creed, color, national origin, age, marital status, ancestry, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), gender identity/expression, sexual orientation, veteran status, physical or mental disability, medical condition, military status, genetic information, or any other characteristic protected by federal, state or local laws. Qualified applicants with arrest or conviction records will be considered in accordance with the ordinance and the California Fair Chance Act.
Experience counts, attitude matters. The range listed is just one component of CV3's total rewards package for our team members. Other rewards may include quarterly bonuses, role-based incentives, and region-specific benefits. A team member's position within the listed salary range will be based on several factors, including but not limited to relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs.
The job description outlined above reflects general details as necessary to describe the primary functions of this job, the level of knowledge and skill typically required, but should not be construed as an all-inclusive listing of work requirements. Individuals may be asked to perform duties other than those mentioned above to cover absences or relief in the appropriate department to equalize peak work periods or otherwise balance the workload.
Salary Description
$90,000.00 - $110,000.00 plus Incentive
