Account Manager Supervisor

No Longer Available

Job Summary:     

Manage the Account Manager Team Leads and the Verification Desk Team Lead and assist with training on the LOS system, broker portal, branch processes and other tools necessary to be effective in the account manager role. Assist AM TL’s  as necessary to effectively manage pipeline of loans to reach company goals. Act as liaison between broker, sales team and operations throughout the loan process from submission through final disposition of the loan. 

Essential Job Functions:

  • Supervise daily activity of the Account Manager Team Leads and the Verification Desk team Lead  to ensure effective pipeline management
  • Monitor pipeline ensuring internal compliance policies are enforced and customer service standards are met or exceeded
  • Manage training of Account Managers including pipeline management, regulatory and compliance policies, sales and negotiating skills, 3rd party vendor services and any other area necessary to be effective in their role
  • Monitor submissions by AE and pipeline size in order to make informed recommendations to the Operations Manager to redistribute workload or reassign AE’s when necessary to maintain established service levels and ensure a positive customer service experience
  • Participate in the selection and interview process for Account Manager candidates
  • Communicate with the Operations Manager, Sales Manager and other appropriate positions when service levels are at risk
  • Participate is special projects that require feedback from the Account Manager role
  • Respond to internal and external customer inquiries on loan conditions and/or documentation requested for approval or funding
  • Negotiate and work to resolve problems with the broker as it relates to pricing, program changes and reworks to the loan request
  • Serve as a role model for peers and associates by acting with integrity and in a positive manner at all times
  • Act as a role model of the company’s values, acting in an ethical and professional manner in all respects
  • Participate in management meetings as needed
  • Carry out management responsibilities in accordance with loanDepot’s policies and applicable state laws for team of associates including training, coaching, supervising, motivating, planning, assigning and directing work; monitoring performance and taking appropriate action when necessary
  • Constantly evaluate the processes for improvement opportunities
  • Develop and/or work with the training resources to develop training programs to ensure adequate growth and development of associates
  • Assist brokers and internal associates with broker portal questions/functionality
  • Review HMDA data for accuracy on loans that the final disposition was completed by the Account Manager
  • Identify and develop a successor to this role
  • Perform other duties and special projects as required

 Essential Job Skills:

  • Demonstrated leadership qualities with the ability to provide vision and inspiration to peers and others
  • Knowledge of FHA/VA/USDA regulations as well as FNMA/FHLMC and investor underwriting guidelines
  • Maintain working knowledge of all loan loanDepot’s programs to ensure loans conform with program requirements through the loan process and to able to answer questions as needed
  • Working knowledge of lending compliance and regulations
  • Ability to identify and resolve problems in a timely manner
  • Proficient in Microsoft Office (Word, Excel, PowerPoint) programs
  • Strong organizational skills
  • Natural collaborative approach to decision-making
  • Clear understanding of the implications of customer service
  • Excellent verbal, written and interpersonal communication skills
  • Strong attention to detail and accuracy
  • Strong organizational and time management skills
  • Ability to multi-task and work in a deadline driven environment
  • Ability to work effectively in a team environment
  • Fundamental underwriting skills as it relates to reading title, calculating income , reading a credit report and basic understanding of an appraisal
  • Effectively manage the pipeline to achieve targeted closing ratios
  • Ability to work independently, handle detail and maintain confidentiality

 Qualifications and Experience:

  • Minimum of 5 years proven and progressive mortgage lending experience, or equivalent
  • Minimum of 1 year Wholesale experience is preferred
  • Minimum 3 years current  Supervisor of Account Managers or Processing Management experience
  • Possess time management and organizational skills
  • Effective communications, decision-making, customer service, sales, customer support and problem-solving skills
  • Working knowledge of the mortgage process, including pricing, registration, processing and closing
  • Working knowledge of RESPA 2010, HMDA, MDIA and Appraisal Independence Requirements (AIR)
  • Advanced level of underwriting skills as it relates to reading title, calculating income , reading a credit report and basic understanding of an appraisal



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