Account Manager

Western Alliance Bank • Westlake Village, CA

1d • Onsite

About The Position

As an Account Manager, you will be accountable for the operational management of client relationships. You will provide quality service by maintaining client accounts (pipeline management), including managing aged loans, leading regular client calls, and following up on escalations as needed. You will manage a pipeline of 100-125 active units. You will maintain constant client contact, keeping the client aware of outstanding conditions, approaching deadlines, and supporting the forward movement of the file through excellent communication. You will manage loan locks and expirations through proactive contact. You will meet KPI goals as defined by leadership, including response time, customer service quality, production, and guideline proficiency. You will handle a high call/email volume and must prioritize and accomplish various tasks at any given time. You will answer product questions and resolve customer service issues. You will demonstrate proficiency with agency guidelines as well as internal resources, effectively answering approximately 90% of client inquiries. You will review documentation and clear or create conditions as needed. You will manage all withdraw/cancellation requests. You will run daily reporting, managing aged loans, etc. You will oversee sellers' pipelines moving forward towards funding.

Requirements

• 2+ years of related experience in Mortgage Operations and Originations, Wholesale Mortgage Lending, Client Facing or similar field
• High school diploma required
• Intermediate knowledge of residential mortgage industry in Correspondent or Retail Lending; including sales, operations, capital markets and/or other residential mortgage products and services
• Intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices
• Intermediate knowledge of MS Office products
• Intermediate experience with client or customer facing mortgage in the correspondent or wholesale space, Mortgage Loan Processing or Underwriting experience
• Advanced speaking and writing communication skills

Nice To Haves

• Bachelor's degree in related field preferred

Responsibilities

• Operational management of client relationships
• Maintain client accounts (pipeline management)
• Manage aged loans
• Lead regular client calls
• Follow up on escalations as needed
• Manage pipeline of 100-125 active units
• Maintain constant client contact
• Keep client aware of outstanding conditions, approaching deadlines
• Support the forward movement of the file through excellent communication
• Manage loan locks and expirations through proactive contact
• Meet KPI goals as defined by leadership
• Handle a high call/email volume
• Prioritize and accomplish various tasks at any given time
• Answer product questions
• Resolve customer service issues
• Demonstrate proficiency with agency guidelines as well as internal resources
• Review documentation and clear or create conditions as needed
• Manage all withdraw/cancellation requests
• Run daily reporting
• Oversee sellers' pipeline forward towards funding

Benefits

• Competitive salaries
• Ownership stake in the company
• Medical and dental insurance
• Time off
• 401k matching program
• Tuition assistance program
• Employee volunteer program
• Wellness program
• Opportunity to bolster business knowledge
• Learning the ins and outs of how successful companies operate and manage their finances
• Invaluable hands-on experience to help grow your career

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED