VP, Non-Delegated Account Management Manager

Western Alliance Bank • Irving, TX

3d • Onsite

About The Position

As a Non-Delegated Account Management Manager you'll lead a team of Account Managers for our Non-Delegated business channel. You'll be accountable for the operational management of client loan pipelines and overall relationships, provide quality service by maintaining client accounts (pipeline management), to include managing aged loans, lead regular client calls, and follow up on escalations as needed. You'll lead by example and bring on your leadership ability to manage escalations and look for ways to improve processes. Lead a team of client centric Account Managers to facilitate loan review throughput, meet client and organizational expectations regarding service level, productivity, and quality. Establish and ensure client communications meet quality expectations in terms of accuracy, efficiency, and timeliness. Work with internal business groups to continuously seek out process improvement opportunities and remediate any issues with the process. Audit loan files to ensure the various reviews have been completed with accuracy. Manage seller complaints as needed – focusing on the smallest of details to ensure prevention versus reaction to client concerns. Lead and develop a team: responsible for hiring, coaching, performance management, training and development.

Requirements

• 4+ years of related experience in Mortgage Operations and Originations, Wholesale Mortgage Lending, Client Facing or similar field.
• Bachelor's degree in related field required.
• Intermediate to advanced knowledge of residential mortgage industry in Correspondent or Retail Lending; including sales, operations, capital markets and/or other residential mortgage products and services.
• Intermediate to advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate experience with MS Office products.
• Intermediate to advanced 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

• Previous leadership experience preferred.

Responsibilities

• Lead a team of Account Managers for our Non-Delegated business channel.
• Accountable for the operational management of client loan pipelines and overall relationships.
• Provide quality service by maintaining client accounts (pipeline management), to include managing aged loans.
• Lead regular client calls, and follow up on escalations as needed.
• Manage escalations and look for ways to improve processes.
• Lead a team of client centric Account Managers to facilitate loan review throughput, meet client and organizational expectations regarding service level, productivity, and quality.
• Establish and ensure client communications meet quality expectations in terms of accuracy, efficiency, and timeliness.
• Work with internal business groups to continuously seek out process improvement opportunities and remediate any issues with the process.
• Audit loan files to ensure the various reviews have been completed with accuracy.
• Manage seller complaints as needed – focusing on the smallest of details to ensure prevention versus reaction to client concerns.
• Lead and develop a team: responsible for hiring, coaching, performance management, training and development.

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, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager