Account Manager – Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide and cultivate Account Managers through direct leadership, feedback, and tailored development plans.

• Set clear expectations for productivity, quality, service, communication, pipeline management, attendance, and accountability.

• Oversee team pipeline, loan aging, outstanding items, turn times, workload, priority loans, SLA performance, and loans at risk.

• Allocate tasks and balance workloads based on volume, capacity, service levels, and business priorities.

• Ensure prompt, proactive, accurate, and solution-oriented communication with broker partners and Sales.

• Collaborate closely with Sales to resolve loan-related issues, answer queries, eliminate obstacles, and foster broker relationships.

• Act as the primary leadership contact for partners, Sales, and internal escalations; investigate issues and drive them to resolution.

• Resolve complex loan scenarios involving Underwriting, Compliance, Credit, Closing, Sales, and other business areas.

• Investigate and assist with cures, exceptions, Mavent failures, ATR/QM findings, and other loan-related concerns.

• Track individual and team performance against KPIs, identify trends, address gaps, and acknowledge outstanding performance.

• Pinpoint knowledge and skill gaps, provide focused coaching, and collaborate with Training and subject-matter experts.

• Review errors and quality findings; determine responses related to coaching, training, process clarification, oversight, or accountability.

• Identify bottlenecks and opportunities for process improvement; collaborate cross-functionally on sustainable enhancements.

• Ensure adherence to company procedures, documentation requirements, and regulatory, agency, investor, and company standards.

• Build strong relationships with Underwriting, Closing, Compliance, Credit, Training, Technology, and other Operations teams.

• Stay updated on current mortgage knowledge and translate guideline, process, and system changes into team expectations.

• Promote a culture of ownership, collaboration, accountability, quality, service, and continuous improvement.

⛳️ Requirements

• Experience in mortgage processing, account management, or mortgage operations with a solid grasp of the loan lifecycle.

• Comprehensive knowledge of mortgage products, agency and investor guidelines, operational processes, and relevant regulatory requirements.

• Understanding of how Sales, Account Management, Processing, Underwriting, Closing, and other Operations functions collaborate to finalize loans.

• Prior experience in leadership, team leading, mentoring, or coaching is preferred.

• Strong leadership and interpersonal skills with the capability to coach, motivate, support, and hold team members accountable.

• Ability to provide clear direction while fostering a positive and solution-oriented atmosphere.

• Proven track record of addressing performance issues and enhancing team member capabilities.

• Strong client-service orientation and capacity to build effective relationships with Sales, broker partners, and internal stakeholders.

• Exceptional communication skills and ability to navigate difficult conversations.

• Capability to provide timely, proactive, accurate, and solution-focused service.

• Proficiency in troubleshooting complex loan scenarios and identifying suitable solutions.

• Strong judgment in escalation processes and determining the need for additional expertise or approvals.

• Capacity to manage multiple priorities in a high-volume, deadline-driven setting.

• Experience utilizing pipeline and performance data to prioritize tasks and identify trends.

• Ability to monitor productivity, turn times, service levels, quality, workload, and other performance metrics.

• Strong organizational skills and meticulous attention to detail.

• Understanding of applicable regulatory, agency, investor, and company standards.

• Ability to recognize errors, recurring issues, and potential risks.

• Proficient with mortgage lending software and Loan Origination Systems like Encompass.

• Experience with workflow, reporting, pipeline management, and performance-tracking tools.

• Ability to leverage data and technology to enhance productivity, visibility, and operational efficiency.

• Flexibility to adapt to changing volumes, priorities, guidelines, technology, and business needs.

• Comfortable working in a fast-paced environment where priorities may shift rapidly.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• 401(k) plan with company participation.

• Paid time off and company holidays.

• Opportunities for professional development and career advancement.

• Access to tools, technology, and resources that facilitate operational and client success.

• A collaborative and growth-oriented team environment.