Wholesale Lending Account Manager

Dart Bank•Mason, MI

4d•Onsite

About The Position

All Dart Bank team members take 100% ownership of their positions. They are proactive, flexible, courteous, and resourceful. They have a “how can we make this work” mindset and provide the best customer service possible. They are innovative and creative in meeting the needs of their position and in offering ideas and solutions that will be of benefit. They are excellent at prioritization and organization to ensure maximum customer satisfaction. Account Managers are self-sufficient, confident, and accurate decision makers. They work both independently and cohesively with others and foster a team environment. The focus of a Account Manager is to ensure accurate information while providing exceptional customer service. Maintaining an attitude of approachability and willingness to assist in troubleshooting with customers and Dart Bank departments as needed. They thrive in our ever-changing environment and take great pride in contributing to Dart Bank being an industry leader.

Requirements

College degree or equivalent experience.
5+ years of recent mortgage operations experience in mortgage client services.
Minimum of 5 years recent experience in mortgage lending.
Must be proficient with the mortgage loan process and programs.
Experience with Encompass and TPO Connect.
Knowledge of FNMA/FHLMC and FHA/VA programs.
Demonstrates reliability, consistency, and a strong commitment to meeting responsibilities and expectations.
Maintains strong organizational skills with the ability to manage tasks, priorities, and workflow efficiently.
Adapts effectively to changing priorities, fast-paced environments, and evolving business needs.
Exhibits strong time management skills with the ability to prioritize work and consistently meet deadlines.
Provides exceptional customer service through professional, responsive, and solution-oriented interactions.
Demonstrates computer proficiency and the ability to learn and navigate various software systems and applications efficiently.
Excellent verbal, written, and interpersonal communications skills.
Must be detail-oriented, organized, and disciplined.
Ability to learn quickly and apply that knowledge within a fast-paced team environment.
Ability to establish, maintain and grow relationships, whether local or remote, via face-to-face interactions, phone outreach, email correspondence, or other electronic forums.

Nice To Haves

Experience within the wholesale market is preferred.

Responsibilities

Provides support and follow up on broker approval and set up process.
Reviews daily, weekly, monthly pipeline activity and maintain acceptable performance metrics as determined by Sales leadership.
Assist with developing a prospective B2B client pipeline.
Monitor rate lock expiration activity.
Follow up and assist brokers with rate lock extensions and other pricing related questions.
Provide customer training on DartEdge, Dart’s wholesale customer portal.
Provide support to brokers on navigating the originations process including but not limited to the following: Creating an application in the portal. Requesting Initial Disclosures and changes of circumstance. Submitting a loan to underwriting. Submitting a condition review. Assisting with appraisal orders, FHA Case numbers and transcripts. Assisting with pricing and locking loans. Answering general questions related to guidelines, scenarios and product. Requesting a CD or Closing Docs. Assisting with any post origination follow up as necessary.
Escalate issues to Client Services and appropriate operations management as required.
Follow appropriate escalation paths to resolve issues or complaints.
Maintain a working knowledge of Dart’s underwriting guideline, program guidelines, and regulatory compliance.
Maintain strong positive communication with all departments to develop cohesive working relationships.
Drive improvements/efficiencies with clients.
Prioritize Small to mid-size broker shops.
Active producing brokers.
Brokers closing 5-20 loans/month.
Track and maintain lead information, including contact details, loan type, interest level, and communication history.
Schedule and manage follow-ups to ensure timely client outreach and engagement.
Update CRM systems or spreadsheets with accurate and confidential customer data.
Monitor lead progress and assist with reporting on client activity and follow-up status.
Maintain industry knowledge and enhanced expertise through training, industry publications, and lending bulletins.
Share ideas and best practices for success and serve as a peer mentor when called upon.
Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act.
All other duties as assigned.