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EPM · 1 day ago

Account Management Manager

United States

Full-time

Remote

Senior Level

5+ years exp

EPM is a leading mortgage lender in the U.S. seeking an experienced Account Management Manager to lead and mentor a team of remote Account Managers. This role focuses on ensuring excellence in loan file management and delivering exceptional service in a fast-paced environment.

Financial ServicesMortgageReal Estate

Growth Opportunities

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

Qualification

Mortgage operations experienceManagement experienceEncompass LOS proficiencyHome loansLeadership skillsCommunication skillsDecision-making skillsProblem-solving skills