Non-Delegated Account Manager
About The Position
As an Account Manager you'll be accountable for the operational management of client relationships. You'll provide quality service by maintaining client accounts (pipeline management), including manage aged loans, lead regular client calls, and follow up on escalations as needed. Manage pipeline of 100-125 active units. Maintain constant client contact – keeps client aware of outstanding conditions, approaching deadlines, and supports the forward movement of the file through excellent communication. Manage loan locks and expirations through proactive contact. Meet KPI goals as defined by leadership to include: response time, customer service quality, production, guideline proficiency. Handle a high call/email volume, and must prioritize and accomplish various tasks at any given time. Answer product questions and resolves customer service issues. Demonstrate proficiency with agency guidelines as well as internal resources, effectively answering ~90% of client inquiries. Review documentation and clear or create conditions as needed. Manage all withdraw/cancellation requests. Run daily reporting, managing aged loans, etc. Oversee sellers' pipeline 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; Bachelor's degree in related field preferred
- 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
Responsibilities
- operational management of client relationships
- maintaining 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
- Manage loan locks and expirations through proactive contact
- Meet KPI goals as defined by leadership
- Handle a high call/email volume
- Answer product questions and resolves 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, managing aged loans, etc
- Oversee sellers' pipeline forward towards funding
Benefits
- competitive salaries
- an ownership stake in the company
- medical and dental insurance
- time off
- a great 401k matching program
- tuition assistance program
- an employee volunteer program
- a wellness program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
