TPO Account Manager - Mortgage

ARCSTONE FINANCIAL INC•Los Angeles, CA

About The Position

Arcstone Financial's wholesale division, AMP Mortgage, seeks a TPO Account Manager to serve as the primary operational liaison between AMP Mortgage and its Third-Party Origination (TPO) partners, including other lenders that may be banks, independent mortgage bankers, non-delegated correspondents, or mortgage brokers. This role is critical in driving the "AMP Experience" by managing the loan lifecycle from initial submission through funding. The Account Manager ensures a seamless process flow by providing expert system training, pipeline management, and proactive communication to achieve high pull-through rates and superior customer service.

Requirements

Exceptional verbal and written communication skills, with a focus on "high touch" customer service.
Ability to manage a high-volume pipeline (40+ files) while meeting strict SLAs.
Proficiency in Encompass Loan Origination Systems (LOS) and TPO portals, generally.
Strong mastery of FNMA/FHLMC, government (FHA/VA), and Non-Qualified Mortgage (NQM) guidelines.
Minimum of 3–5 years of experience in residential mortgage operations, specifically within a Wholesale/TPO channel.

Responsibilities

Conduct formal "Welcome Calls" with new partners, Account Executives (AEs), and associates to establish working relationships.
Facilitate system training, including portal navigation, password/login management, and comprehensive "How to Do Business with AMP" process orientations.
Serve as the subject matter expert for all "How" and "When" inquiries regarding AMP’s specific workflows and policies.
Conduct "Live" loan submission walkthroughs to ensure TPO partners understand data entry and document upload requirements.
Lead Monday morning pipeline reviews with assigned AEs to align priorities, specific loan files, and weekly targets.
Establish and track weekly goals for new submissions, loan approvals, and scheduled fundings.
Manage the internal loan lifecycle with company-established Service Level Agreements (SLAs); ensure timely trigger of "New Submission" notifications and advance milestones once file requirements are met.
Assist internal and external parties of pending loans with the satisfactory completion of tasks and documentation requirements to meet company loan origination standards.
Ensure all required data in the company’s system of records regarding wholesale loans is true, accurate, and up to date.
Audit new submissions for completeness, data integrity, and strict adherence to specific loan program guidelines.
Directly engage TPO Partners to collect missing documentation or clarify data discrepancies before Underwriting review.
"Call out" new approvals to TPO Partners with urgency. Review initial Underwriting approvals to identify potentially incorrect conditions or overlooked documentation.
Communicate directly with Underwriters regarding deal structure questions (Income, Assets, Credit, Collateral, LTVs, and Loan Amounts) to resolve issues before they become bottlenecks. Communicate as the primary liaison with TPO Partners regarding any expectation gap that develops between company program requirements and loan documentation.
Review all conditions provided by AMP Mortgage for accuracy and satisfaction before submitting the final package to Underwriting.
Provide real-time updates on condition status and relevant feedback from the Underwriting department.
Coordinate the transition of loan files to the Closing Department for closing document (doc) preparation. Oversee the final steps of the funding process to ensure timely disbursement and file finalization.