Wholesale Key Account Team Lead - Paramus, NJ

Longbridge Financial•Paramus, NJ

6d•$70,000 - $80,000•Onsite

About The Position

The Wholesale Key Account Team Lead supports the Key Account Supervisor in overseeing the daily operations of the Key Account pod. This role is responsible for assisting with pipeline management, team coaching, and escalation support, while ensuring service levels, partner expectations, and compliance standards are consistently met. The Team Lead serves as a first line of support for team members and plays a critical role in maintaining workflow efficiency, resolving issues on pipeline files, and supporting strong partner relationships.

Requirements

Previous reverse mortgage processing experience required
Demonstrated experience managing pipeline workflows and loan files
Strong understanding of FHA and proprietary reverse mortgage guidelines
Strong pipeline management and prioritization skills
Ability to problem solve complex loan scenarios
Strong communication skills with both internal teams and external partners
Ability to work under pressure and manage competing priorities
Proven ability to coach and support team members in a fast-paced environment

Nice To Haves

Prior experience providing coaching, mentoring, or informal leadership preferred

Responsibilities

Provide day-to-day guidance, training, and support to Key Account Processors and Coordinators
Serve as the first point of contact for team questions, file scenarios, and process guidance
Assist with onboarding and training of new hires
Reinforce expectations around pipeline ownership, SLAs, and reporting accuracy
Monitor team pipelines to ensure timely follow-up, condition resolution, and loan progression
Assist team members with daily pipeline management and PTO coverage
Identify bottlenecks, aged loans, and at-risk files and take proactive action
Support accurate pipeline tracking and reporting
Review complex or escalated files and provide guidance or recommended solutions
Escalate high-risk files, conditions, or exceptions to the Supervisor as needed
Submit or assist with exception requests in accordance with company guidelines
Help resolve underwriting and partner-related challenges before escalation to leadership
Participate in partner calls as needed to support service levels and communication
Assist in managing relationships with key partners through timely updates and issue resolution
Ensure partner expectations are being met or escalated appropriately
Identify process gaps and recommend improvements to leadership
Assist in developing or refining job aids, tools, and workflows
Support implementation of process updates across the team
Support team collaboration, engagement, and communication
Participate in team-building initiatives and morale efforts