[Hiring] Account Management Team Lead @eLEND

Role Description

The Account Management Team Lead is a hands-on people leader responsible for coaching and developing Account Managers, managing daily pipeline performance, resolving escalations, and ensuring a consistent, high-quality experience for Sales and broker partners. This role serves as a key connection point between Account Management, Sales, broker partners, and Operations, helping keep priorities clear, pipelines moving, communication timely, and issues resolved.

Key Responsibilities

• Team Leadership
  • Provide hands-on leadership, coaching, and direction to Account Managers.
  • Establish clear expectations around productivity, quality, service, communication, pipeline management, attendance, and accountability.
  • Create an environment where Account Managers understand their priorities, own their loans, and proactively address potential issues.
  • Provide day-to-day guidance and support to help the team successfully navigate operational challenges.
  • Reinforce consistent expectations for service, ownership, and performance.
• Pipeline & Daily Performance Management
  • Maintain visibility into the team's pipeline, including loan aging, outstanding items, turn times, workload, priority loans, SLA performance, and loans at risk of missing expectations.
  • Monitor pipeline activity and help Account Managers take action before issues become escalations.
  • Identify aging loans, stalled activity, missing items, and other potential obstacles.
  • Ensure Account Managers maintain appropriate follow-up and communication throughout the loan process.
  • Use pipeline data and trends to prioritize daily activities and improve results.
• Workload & Capacity Management
  • Monitor team volume and capacity and distribute work appropriately.
  • Balance workloads to maintain service levels, productivity, quality, and responsiveness.
  • Identify capacity concerns and communicate staffing or workload needs to leadership.
  • Help ensure priority loans and time-sensitive issues receive appropriate attention.
  • Adjust priorities as business volume and operational needs change.
• Partner & Client Experience
  • Ensure Account Managers provide timely, proactive, accurate, positive, and solutions-focused communication.
  • Reinforce that every interaction is an opportunity to build confidence and make eLEND easier to do business with.
  • Set expectations for professional and consistent communication with broker partners and Sales.
  • Help Account Managers navigate challenging partner conversations and service concerns.
  • Identify recurring service issues and work with the team to improve the partner experience.
• Sales Partnership
  • Work closely with Sales as an Operations partner.
  • Help resolve loan-level issues, identify priorities, answer questions, and remove roadblocks.
  • Support Sales in maintaining strong broker relationships.
  • Collaborate with Sales to help quality loans move efficiently toward closing.
  • Ensure Sales receives clear communication and appropriate support when issues arise.
• First-Level Escalations
  • Serve as a primary leadership contact for partner, Sales, and internal escalations.
  • Research the issue, establish ownership, communicate clearly, and drive the issue through resolution.
  • Ensure escalations are addressed promptly and appropriately.
  • Determine when an issue requires senior leadership or additional subject-matter expertise.
  • Maintain clear communication with stakeholders throughout the resolution process.
  • Use escalation trends to identify opportunities for coaching, training, or process improvement.
• Complex Loan Troubleshooting
  • Help Account Managers navigate difficult or complex loan scenarios.
  • Identify appropriate next steps and bring together the right resources when additional expertise is required.
  • Partner with Underwriting, Compliance, Credit, Closing, Sales, and other business areas to resolve issues.
  • Help Account Managers understand available solutions while staying within established policies, guidelines, and authority.
  • Escalate issues appropriately when additional approval or expertise is required.
• Cures, Exceptions & Loan-Level Issues
  • Research and assist with cures, exceptions, Mavent failures, ATR/QM findings, and other applicable loan-level issues.
  • Support Account Managers in identifying appropriate resolutions within the Team Lead's established authority.
  • Ensure issues requiring additional approval are escalated promptly to the appropriate leader or subject-matter expert.
  • Maintain appropriate documentation and communication throughout the resolution process.
  • Reinforce quality and compliance expectations when addressing loan-level issues.
• Team Performance & KPIs
  • Monitor individual and team performance against established expectations.
  • Track productivity, turn times, pipeline management, service levels, quality, and other applicable KPIs.
  • Identify performance trends and address gaps proactively.
  • Use performance data to guide coaching conversations and development plans.
  • Recognize strong performance and reinforce behaviors that contribute to team success.
  • Hold team members accountable to established expectations.
• Coaching & Development
  • Provide regular, meaningful coaching and feedback to Account Managers.
  • Recognize strong performance and reinforce successful behaviors.
  • Address performance gaps promptly and constructively.
  • Create development plans that strengthen mortgage knowledge, client-service skills, communication, efficiency, and ownership.
  • Help team members build the knowledge and confidence needed to operate more independently.
  • Identify high-potential team members and support their continued development.
• Training & Knowledge Development
  • Identify knowledge and skill gaps through quality results, escalations, errors, partner feedback, performance trends, and team member questions.
  • Provide targeted coaching when an issue can be addressed through individual development.
  • Partner with leadership, Training, and subject-matter experts when broader training is needed.
  • Reinforce new guidelines, procedures, systems, and process changes with the team.
  • Ensure training translates into consistent application in day-to-day work.
• Quality & Accountability
  • Review errors, recurring issues, and quality findings to understand what happened and why.
  • Determine whether the appropriate response is coaching, training, process clarification, additional oversight, or accountability.
  • Identify patterns that could create future risk or service issues.
  • Work proactively to prevent repeat errors and improve quality.
  • Reinforce the importance of accuracy, documentation, compliance, and ownership.
• Process Improvement
  • Encourage team members to identify pain points, bottlenecks, and inefficient processes.
  • Bring forward opportunities to simplify work and improve systems.
  • Identify opportunities to reduce unnecessary touches and improve workflow efficiency.
  • Partner with leadership and cross-functional teams to implement sustainable improvements.
  • Evaluate process changes based on their impact to productivity, quality, partner experience, and team member experience.
• Operating Standards & Compliance
  • Ensure Account Managers follow established company procedures, workflows, documentation requirements, and service expectations.
  • Reinforce applicable regulatory, agency, investor, and company requirements.
  • Maintain working knowledge of policies, procedures, and operational controls that affect Account Management.
  • Address compliance or quality concerns promptly and escalate when appropriate.
  • Help ensure changes to guidelines and processes are consistently understood and applied.
• Cross-Functional Operations Partnership
  • Build strong working relationships with Underwriting, Closing, Compliance, Credit, Training, Technology, and other Operations teams.
  • Bring together appropriate resources to resolve loan-level issues.
  • Identify cross-functional challenges that create delays or friction.
  • Partner across Operations to improve the end-to-end loan experience.
  • Maintain strong communication and collaboration across teams.
• Mortgage Knowledge & Continuous Learning
  • Maintain working knowledge of mortgage products, guidelines, policies, procedures, regulatory requirements, and process changes.
  • Stay current on changes that affect the Account Management function.
  • Translate relevant changes into clear expectations for the team.
  • Reinforce consistent application of updated requirements and processes.
  • Continue developing mortgage expertise to effectively support Account Managers and partners.
• Team Culture
  • Build a culture where team members communicate openly, collaborate, help one another, and take ownership.
  • Encourage Account Managers to raise issues early rather than allow problems to escalate.
  • Create an environment where accountability and support exist together.
  • Recognize contributions and celebrate strong performance.
  • Encourage team members to challenge inefficient processes and identify better ways to work.
  • Foster a team culture centered on service, ownership, teamwork, quality, and continuous improvement.

Qualifications

• Mortgage processing, account management, or mortgage operations experience with a strong understanding of the loan lifecycle.
• In-depth knowledge of mortgage products, agency and investor guidelines, operational processes, and applicable regulatory requirements.
• Understanding of how Sales, Account Management, Processing, Underwriting, Closing, and other Operations functions work together to move loans toward closing.
• Previous leadership, team lead, mentoring, or coaching experience preferred.
• Strong leadership and interpersonal skills with the ability to coach, motivate, support, and hold team members accountable.
• Strong client-service mindset and ability to build effective relationships with Sales, broker partners, and internal stakeholders.
• Excellent communication skills with the ability to navigate challenging conversations.
• Ability to troubleshoot complex loan scenarios and identify appropriate solutions.
• Ability to manage multiple priorities in a high-volume, deadline-driven environment.
• Strong attention to detail, accuracy, and quality.
• Proficiency with mortgage lending software and Loan Origination Systems such as Encompass.
• Ability to adapt to changing volume, priorities, guidelines, technology, and business needs.

Benefits

• Competitive compensation $80,000K-$100,000K
• Comprehensive medical, dental, and vision coverage
• 401(k) plan with company participation
• Paid time off and company holidays
• Professional development and career growth opportunities
• Access to tools, technology, and resources that support operational and client success
• Collaborative and growth-oriented team environment

Company Description

At eLEND, we are committed to delivering an exceptional mortgage experience through innovation, technology, operational excellence, and client-focused partnership.