Pipeline Account Manager II

Pennymac • St. Louis, MO

16h • Onsite

About The Position

The Pipeline Accounts Manager II ensures consistent delivery of a best-in-class client experience through consistent engagement with fulfillment functions to make sure we drive to meet client expectations, posted SLAs and innovate for improvement. Serves as the central point of contact for clients for all fulfillment issues, status questions, and loan level problem solving. Provide prompt and efficient service to customer as liaison between Sales and Fulfillment. Manage assigned pipelines queues, & reports to ensure timely and efficient action. Work closely with Operations to request and validate documentation to properly satisfy loan requirements. Provides feedback to both internal and external customers on loan quality and operational efficiencies. Serve as escalation point for any critical issues identified by the team of Pipeline Accounts Managers (PAMs).

Requirements

• Bachelor's degree or higher in Business Administration, Finance or related field or applicable direct industry experience
• Minimum of 5 years of mortgage experience with contemporary knowledge of mortgage industry and operational practices
• Functional understanding of applicable Federal, state, and local lending regulations
• Demonstrates expertise in a variety of Industry concepts, practices, & procedures
• Demonstrate ability to plan and execute stated goals
• Basic software proficiency including Microsoft Office Suite
• Communication - Excellent communication skills with the ability to interact with all levels of external clients and internal leadership and think in a strategic manner. Speaks and writes clearly and persuasively and competent in group presentation skills
• Interpersonal Effectiveness - Maintains a positive attitude and proves exemplary internal and external customer service and teamwork
• Judgment - With the right information, is decisive and exhibits sound judgment
• Planning/Organizing - Prioritizes and plans work activities, uses time efficiently and develops realistic actions plans
• Problem Solving - Identifies and resolves problems in timely manner and gathers and analyzes information skillfully
• Quality Management - Looks for ways to improve and promote quality and demonstrates accuracy and thoroughness
• Task Management/Execution - Demonstrates ability to advance multiple priority assignments independently, concurrently and within established deadlines
• Innovation - Willing to think analytically and creatively in solving day to day challenges of the job
• Must be a team player with strong attention to detail and able to work independently
• Proven track record at delivering timely and accurate information in a fast-paced environment

Responsibilities

• Manage pipelines, queues, and reports to guarantee timely action
• Proactively engage with clients to drive fulfillment, manage expectations, and resolve issues
• Liaise with Operations to secure and verify loan documentation
• Offer constructive feedback to internal and external parties on loan quality and operational processes
• Interact with multiple departments to expedite processing and/or issue resolution
• Identify and resolve client issues/friction and escalate to dept leadership as necessary
• Manage individual SLAs and turn around times on all loans in the assigned pipeline
• Demonstrate behaviors which are aligned with the organization's desired culture and value

Benefits

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees