The Account Management Manager will lead a remote team of Account Managers in processing loans, ensuring quality and efficiency, and mentoring the team. Responsibilities include monitoring performance, enhancing processes, and collaborating with sales and other departments to maintain compliance and service excellence.
EPM has a new opportunity for an experienced Account Management Manager to join our growing team. You’ll lead and mentor a team of remote Account Managers, ensuring excellence in loan file management from start to finish. This role requires deep expertise in wholesale lending, the ability to manage complex loan pipelines, and proven leadership skills to guide the team in delivering exceptional service. If you’re a strategic leader who thrives in a fast-paced, high-volume environment, we want to hear from you!
Key Responsibilities
- Lead, coach, and develop the Account Management team, providing guidance on loan file processes, client communication, and pipeline management.
- Monitor team performance, provide regular feedback, and ensure continuous development and alignment with company standards.
- Conduct regular one-on-one meetings with clear, measurable goals to drive continuous improvement and success.
- Monitor pipeline and completion of tasks in LOS, making adjustments to ensure SLAs are met.
- Create and adjust team schedules and client assignments to ensure SLAs are met.
- Monitor team performance metrics, identify and make recommendations for process improvements to maximize efficiency and accuracy.
- Navigate challenges or roadblocks, providing thoughtful solutions to move forward.
- Provide escalation support for complex files, client concerns, and high-priority closings.
- Responsible for the hiring and training of new team members.
- Conduct regular team meetings to align on priorities, communicate updates to guidelines, products, and technology, and reinforce best practices.
- Ensure procedures and team activities are in compliance with all company policies, lending guidelines, and regulatory requirements.
- Maintain high standards of quality by reviewing team members' work and conducting quality checks.
- Maintaining in-depth knowledge of products, guidelines, and company policies.
- Develop and foster strong relationships with sales and clients.
- Collaborate with other departments (e.g., Underwriting, Sales, Closing, etc.) to ensure a seamless customer experience.
- Additional responsibilities related to business needs.
Qualifications & Skills
- High school diploma required; college degree preferred.
- 5+ years of mortgage operations experience required; 2+ years of account management required.
- 3+ years of management experience within mortgage operations required.
- Proficiency with Encompass LOS required.
- Knowledge of home loans and residential mortgages such as conventional, VA, FHA, USDA, Non-QM loans, and loan products.
- Proven leadership skills, with the ability to mentor and motivate a team to meet goals and maintain high standards.
- Excellent communication, decision-making, and problem-solving skills.
About EPM
Founded at the height of the mortgage crisis in 2008, EPM has rapidly evolved into one of the leading mortgage lenders in the U.S. Our vision is clear to live in a world that everyone has the opportunity for the American Gift. We strive to offer top-tier financial services, exceptional communication, and unwavering assistance to our clients. Our goal is not only to facilitate homeownership but also to empower individuals and families through informed financial decisions, by closing one loan perfectly at a time.
Headquartered in Atlanta, GA, EPM is licensed in 50 states and provides an array of lending resources such as Conventional, FHA, VA, 203K, Reverse, and USDA loans. Additionally, we are proud to be a trusted Seller/Servicer for Fannie Mae, Freddie Mac, and Ginnie Mae, ensuring that our clients have access to reliable and competitive financing options.
EPM is an equal opportunity employer committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.
Candidate Acknowledgment Statement
By clicking "Apply for this Job," I acknowledge that I have reviewed, understand, and agree to the terms outlined in the linked EPM Legal Statement and Application Addendum.
Top Skills
Encompass Los
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