Account Management Specialist

About This Role

This role provides internal and external support for loan inquiries, technical issues, and loan status questions. The specialist will manage pipelines, assist with client onboarding, and proactively resolve issues in the Correspondent loan process.

Responsibilities

• Respond to internal and external inquiries as outlined in department policies and procedures
• Resolve file issues with appropriate areas such as underwriting and compliance
• Respond to questions regarding all phases of the Correspondent loan process and provide exceptional customer service
• Effectively manage the pipeline for assigned region, ensuring daily tasks are completed
• Identify potential issues for Correspondents and provide proactive solutions using intuition and loan process familiarity
• Provide training and support for file delivery
• Conduct new client onboarding calls and assist new clients with delivering loans
• Assist with additional duties such as assigned reporting and other tasks to support the department
• Provide support to other regions and departments, as needed
• Accompany assigned Account Executives (AEs) on client visits, as needed

Requirements

• High school degree or equivalent
• Excellent oral and written communication skills
• Exceptional attention to detail
• Ability to manage time, work within expected turn times, multi-task, and prioritize work in a high paced environment
• Solid commitment to customer and associate service
• Outstanding interpersonal, problem solving, and analytical skills
• Ability to work in both team and individual environments
• Proficient knowledge of MS Office (Word, Excel, PowerPoint, Teams and Outlook)
• Basic knowledge of Mortgage banking
• Working knowledge of internet browsers
• Working knowledge of loan programs and services (Conventional, FHA, VA, USDA loans)
• Understanding of industry regulations and specific policies of the lending institution
• Ability to use independent judgment skills to make quick decisions within written policy
• Ability to monitor and oversee loan production pipelines

Qualifications

• High school degree or equivalent is required

Nice to Have

• Prior Customer Service/client facing experience
• Prior experience in Cooperative loans
• Prior experience in Correspondent lending
• Prior experience in Secondary Marketing

Skills

* Required skills

Benefits