theLender · 4 days ago
Transaction Manager
United States
Full-time
Remote
Mid Level
$57/hr - $62/hrtheLender is seeking a Transaction Manager who will act as the primary liaison between Sales, Account Managers, and Underwriting for file-related escalations. The role involves intaking, vetting, and triaging escalations, resolving issues efficiently while maintaining professionalism and service.
ConstructionConsultingReal Estate
Hiring Manager
Mary A.
Responsibilities
Act as the first point of contact for Sales/Broker/ Account Manager escalations to Underwriting , ensuring escalations are routed through a consistent, controlled process
Vet and validate escalations for completeness and accuracy (what is being requested, why it matters, timeline, documentation needed, and current file status)
Determine the appropriate path:
Quick-fix resolution by Transaction Manager (on Underwriting’s behalf), or
Escalation to Underwriting (Underwriter/Underwriting Manager) when a credit/policy decision, complex scenario, or additional review is required
Resolve eligible escalations independently using product knowledge, process expertise, and system/navigation skills, while adhering to company policies and established underwriting guidelines
Demonstrate expert-level ability to navigate Encompass and move loans through milestones and workflow steps appropriately
Identify and correct workflow issues that are preventing progress (milestone errors, missing/incorrect status, handoff breakdowns, misrouted tasks, etc.)
Ensure milestone movement and file status accurately reflect the true state of the loan to support operational visibility and reporting accuracy
Provide recaps/summary notes to Underwriting Managers on escalations handled on behalf of their Underwriters, including:
What occurred and why
Actions taken / “quick fix” completed
Any remaining risks, follow-ups, or recommended coaching items
When escalation must move to Underwriting, provide a clear, concise handoff (issue summary, supporting details, what’s already been attempted, and recommended next step) to reduce rework and turnaround time
Identify recurring escalation themes and share trends with underwriting leadership to drive training opportunities and process improvements
Communicate professionally and calmly with Sales and/or Broker partners—especially in high-pressure situations—using strong de-escalation and customer service skills
Provide timely updates, manage expectations, and ensure the escalation is closed out with a clear outcome and next steps
Maintain appropriate confidentiality and professionalism when discussing underwriting decisions, file status, and process requirements
Maintain an escalation tracking method (log/ticketing/notes) to document intake reason, actions taken, outcome, and turnaround time
Help improve the escalation process by recommending workflow enhancements, standard responses, job aids, and proactive fixes that reduce repeat issues
Operates with Underwriting Manager authority level for workflow execution and escalation handling within defined boundaries, including Encompass milestone/process actions and operational prioritization
Escalates to Underwriting leadership when the request requires underwriting judgment, policy interpretation beyond delegated authority, credit decisioning, or exception approval outside established guidelines
Qualification
Required
Strong understanding of mortgage underwriting processes and end-to-end loan workflow
Demonstrated ability to move files through Encompass milestones and manage pipeline/process status accurately
High level of product/guideline knowledge sufficient to resolve common-to-complex escalation issues quickly
Excellent written and verbal communication skills, including the ability to communicate effectively with Sales and/or Brokers
Ability to work independently, prioritize rapidly, and make sound decisions under time pressure
Preferred
Prior experience in underwriting, underwriting support, processing, closing, or mortgage operations with direct exposure to escalations
Experience working in a broker-facing environment and handling sensitive or urgent service issues
Familiarity with process improvement, root cause analysis, and operational reporting
Company
theLender
TheLender is a real estate company that delivers customer-centric solutions to help clients realize their dreams.
Founded in 2017
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
James Shea
Chief Technology Officer
Alan Vidal
Chief Compliance Officer
Recent News
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