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 Charolette, North Carolina 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: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.
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.
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.
A dynamic and relationship-driven leader with a proven ability to coach, inspire, and lead high-performing teams. Known for strategic thinking, problem-solving, and a deep understanding of the mortgage industry, you excel in managing complex loan scenarios and collaborating across departments. You bring a strong sense of ownership, thrive in fast-paced environments, and are passionate about delivering exceptional client experiences. The ideal candidate will embody these qualities while meeting the following job requirements:
5+ years of purchase mortgage origination experience as an active NMLS Loan Originator with multiple state licenses (required)
3+ years of leadership experience managing teams of Loan Officers in high-growth environments. (required)
Completed the 20-hr SAFE Pre-licensing Education and passed the SAFE Mortgage Loan Originator Test - National Component with Uniform State Content. (required)
Must hold an active mortgage loan originator (MLO) license in NC, plus active MLO licenses in at least five (5) additional U.S. states, and be eligible for licensure in all of the following states: GA, NC and SC.
Proven success in handling purchase loans and building referral business with real estate agents.
Physically located in and working from North Carolina, and reside within 75 miles of Charolette, NC
Bachelors degree preferred
Advanced knowledge of mortgage lending regulations, policies, procedures, and practices
Strong organization skills and ability to thrive under pressure
Exceptional interpersonal skills and ability to develop strong relationships
Proven track record in handling purchase loans, working with real estate agents, and obtaining required state licensure. Needs to demonstrate a strong understanding of client service and exhibit a passion for helping people
Excellent communication skills, deep mortgage process knowledge, and ability to fund loans successfully. Experience in public speaking and comfort in front of an audience will be prioritized
Experience with CRM and LOS Software (preferably Salesforce and Encompass).
Strong understanding of the Zillow ecosystem
Willingness to travel in-market (5% of the time) to engage with agents and expand referral networks.
At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.
Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.
No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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Join our mission to give the people power to unlock life’s next chapter.
Our homes are the heartbeat of our lives, and we believe that finding a home shouldn’t be so hard in today’s always-on world. That’s why we’re reimagining the traditional rules of real estate to make it easier than ever to move from one home to the next.
Our journey began nearly 15 years ago with a handful of employees and one big idea: to make it radically easier for people to move. We began by helping people understand and track their homes with the Zestimate, our proprietary algorithm, and then with advanced technology and valuable connections with real estate professionals. Today, Zillow has become a household name. People are more likely to search for “Zillow” than “real estate,” and our name is often used as a verb.
While other industries have ushered in a new era of convenience, the time for seamless and convenient real estate experience is now. This is our next chapter as a company.
We’re looking for smart, passionate adventurers to join us as we reimagine the real estate transaction and change the way people buy, sell, rent and finance their homes.
