Client Manager, Correspondent Lending

Merchants Bank of Indiana•Carmel, IN

12h•Onsite

About The Position

The Client Manager plays a critical role in supporting the success of our Agency and Non-Agency/Jumbo programs offered in our Correspondent channel by serving as the primary escalation point for loan level closed loan conditions, underwriting and guideline questions received from our clients. This role requires knowledge of mortgage operations, strong judgment skills, and the ability to clearly communicate decisions within established program guidelines. This position reports directly to the Correspondent Lending Manager and serves as a designated backup during PTO, ensuring continuity of service and workflow. Expected Outcomes: Ensure accurate and timely resolution of loan level inquiries and escalations by providing consistent guideline interpretation and effective cross-functional coordination, supporting program integrity, operational efficiency, and positive correspondent relationships to ensure high level of satisfaction and return business. Our Client Manager will be able to do the following confidently and independently... Serve as a central point of contact for Seller questions related to loan delivery, suspense resolution, conditions, collateral/trailing items, user access administration, and portal support. Monitor incoming messages for customer support email inboxes. Respond promptly to Correspondent Seller questions by call or email. Conduct onboarding calls for new Correspondent Sellers to train them on systems, processes, procedures, and delivery expectations. Train and set up client admin users as they come onboard. Set up loan notifications for client users as requested on the notification forms. Maintain knowledge of Agency and Non-Agency/Jumbo underwriting guidelines, seller guide requirements, and compliance guidelines and communicate as needed. Use daily reports and tasks to track the progress of loans. Monitor turn times to ensure loans have not exceeded SLAs. Review due diligence conditions for accuracy and clarity and escalate any inaccuracies to improve consistency and reduce confusion. Partner with Account Executives on relationship-sensitive issues, trends, and files that may require escalation or exception review. Provide operational support for the correspondent channel and communicate process improvement efforts that enhance seller experience and customer service. Identify recurring client pain points, training gaps, or process bottlenecks and recommend solutions that reduce friction points and improve ease of doing business. Support business continuity by serving as designated backup coverage for team workflows, queue management, or assigned client support responsibilities as needed.

Requirements

High School diploma or GED required; bachelor’s degree or equivalent mortgage experience preferred.
3+ years mortgage industry experience in the areas of correspondent lending, client support, loan processing, post-closing, or underwriting.
Working knowledge of common mortgage documents.
Proficient in Microsoft Office (Outlook, Excel, Word, Teams) and comfortable learning and navigating mortgage LOS / portal / workflow systems.
Demonstrated experience delivering white-glove service to clients by maintaining timely responsiveness, professionalism, and clarity in all interactions.
Strong organizational skills required with the ability to prioritize work to meet deadlines.
Knowledge of Agency (Fannie Mae & Freddie Mac), Government (FHA, VA, & USDA), and Non-Agency/Jumbo guidelines.
Ability to maintain a calm, diplomatic, and customer-focused approach when managing complex or high-pressure scenarios.
Strong training/presentation skills and the ability to explain processes and guidelines to external counterparties with varying levels of experience.
Strong interpersonal skills with the ability to build trust and credibility with correspondent sellers and cross-functional internal partners.

Responsibilities

Serve as a central point of contact for Seller questions related to loan delivery, suspense resolution, conditions, collateral/trailing items, user access administration, and portal support.
Monitor incoming messages for customer support email inboxes.
Respond promptly to Correspondent Seller questions by call or email.
Conduct onboarding calls for new Correspondent Sellers to train them on systems, processes, procedures, and delivery expectations.
Train and set up client admin users as they come onboard. Set up loan notifications for client users as requested on the notification forms.
Maintain knowledge of Agency and Non-Agency/Jumbo underwriting guidelines, seller guide requirements, and compliance guidelines and communicate as needed.
Use daily reports and tasks to track the progress of loans.
Monitor turn times to ensure loans have not exceeded SLAs.
Review due diligence conditions for accuracy and clarity and escalate any inaccuracies to improve consistency and reduce confusion.
Partner with Account Executives on relationship-sensitive issues, trends, and files that may require escalation or exception review.
Provide operational support for the correspondent channel and communicate process improvement efforts that enhance seller experience and customer service.
Identify recurring client pain points, training gaps, or process bottlenecks and recommend solutions that reduce friction points and improve ease of doing business.
Support business continuity by serving as designated backup coverage for team workflows, queue management, or assigned client support responsibilities as needed.