Regional Manager

About the team

Zillow Home Loans is the mortgage lender within the Zillow ecosystem, helping customers move seamlessly from home search to closing by integrating financing directly into the Zillow and Premier Agent experience. We’re a purchase-focused, customer-obsessed organization that combines Zillow’s brand, technology, and data with deep mortgage expertise to deliver a simpler, more transparent home financing journey.

Our teams partner closely with real estate agents, Premier Agent partners, and internal Zillow teams to meet customers where they are in their homebuying journey, provide timely advice, and keep transactions moving smoothly to the finish line. At ZHL, we value collaboration, continuous improvement, and a test-and-learn mindset as we build products, processes, and experiences that make getting a mortgage feel easier and more human.

About the role

As the Regional Manager and Branch Manager for Atlanta, Georgia you will lead a team of Loan Officers.  You will be responsible for leading and developing a high-performing sales team in a specific region to deliver exceptional customer experiences, operational excellence and drive adoption with the Premier Agents in the region. You will be responsible for the overall sales performance of your team and partner cross-functionally to drive revenue growth. This role reports to the Sr. Regional Manager of Mortgage Origination.

Key Responsibilities:

Sales Team Management

• Participate in recruiting, hiring and onboarding top-performing loan officers.

• Develop a team of high-performing Loan Officers focused on driving sales and developing a book of business.

• Conduct daily, weekly, and monthly team meetings and coaching sessions to facilitate improved conversion.

• Conduct regular 1:1s to coach, communicate strengths, and identify opportunities for individual development.

• Perform annual reviews compiling leader and peer feedback to provide a well-rounded assessment of individual performance.

• Ensure conversion optimization by monitoring individual and team performance metrics, reviewing pipeline and pull-through, finding areas of opportunity and holding team and individuals accountable.

• Manage team's capacity and pipeline, SLA adherence, and coverage (e.g. DTO, weekend coverage).

• Monitor and highlight market trends to help LOs tailor the customer experience within the region.

• Ability to complete requirements and documentation for branch licensing in a timely manner as instructed by the Mortgage Licensing Team.

• Conduct sales training on best practices specific to the PA/ZHL.

• Perform call reviews and coach LOs on tactics to improve customer experience.

• Train on new program, product and promotions to ensure team readiness and proficiency in supporting customers and agents

• Collaborate with Senior Management and Business Operations to implement strategic initiatives and achieve business objectives.

Relationship Building:

• Ensure an exceptional customer experience to cultivate strong relationships with partners & agents. 

• Handle objections/escalations at transaction level and suspended/trouble loan rescue, pricing exceptions.

• Participate in in-market visits, as needed, engaging agents and partners to drive further business to ZHL.

• Act as cross functional partner to Growth Advisors, Business Operations and Marketing.

Reporting and Compliance

• Utilize robust data, reporting and insights to help LOs manage their book of business, track sales team metrics and provide regular insights to leadership and partner teams.

• Perform internal ZHL market reviews (e.g. monthly ZHL-led meeting, weekly internal email updates).

• Ensure compliance with ZG required courses, federal and state guidelines and stay up to date on regulation changes.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In addition to a competitive base pay, employees in this role are eligible for incentive compensation and equity awards. Actual amo