• Lead, mentor, and support a team of Account Managers, ensuring timely loan closings and effective management of customer relationships.

• Serve as the main point of contact for Brokers, Borrowers, and all internal departments (Sales, Underwriting, Docs, Funding), ensuring seamless communication and exceptional customer service.

• Oversee the monitoring and management of a small loan pipeline, ensuring timely funding of loans while demonstrating best practices in client engagement.

• Monitor and assign loan applications, ensuring efficient processing and adherence to timelines.

• Assist team members with pipeline management during periods of absence or high workload.

• Train and integrate new account managers into the team, helping them set up their pipelines and understand processes.

• Conduct regular group training sessions to reinforce best practices and enhance team performance.

• Report on system issues and collaborate with relevant departments to resolve challenges.

• Track and report on team performance to ensure adherence to productivity goals and turnaround times.

• Identify opportunities for process enhancements and communicate any revised processes to the team.

• Provide guidance and support in resolving complex loan processing issues or customer concerns.

• Report any discrepancies in the Account Manager SOP.

• Minimum of three (3) years of mortgage Account Manager or loan processing experience, with at least one (1) year in a leadership or team lead role.

• Proven experience as an Account Manager or in a similar role, with a track record of success.

• Expertise in non-QM product knowledge is a plus.

• Experience with Lending QB/Meridian Link is highly preferred.

• Proven ability to lead a team and maintain high standards of customer service and performance.

• Excellent organizational, time management, and multi-tasking abilities.

• Strong customer service skills with the ability to effectively handle complex situations.

• Self-motivated with the ability to work independently and as part of a team.

• Proficient in MS Office products, with excellent computer skills.

• Exceptional attention to detail and a high degree of accuracy.

• Strong written and verbal communication skills.

• Ability to thrive in a competitive, time-sensitive industry.