eLEND Solutions

Account Manager

• Coach and develop Account Managers through hands-on leadership, direction, feedback, and development plans
• Establish expectations for productivity, quality, service, communication, pipeline management, attendance, and accountability
• Monitor team pipeline, loan aging, outstanding items, turn times, workload, priority loans, SLA performance, and at-risk loans
• Distribute work and balance workloads according to volume, capacity, service levels, and business priorities
• Ensure timely, proactive, accurate, and solutions-focused communication with broker partners and Sales
• Work closely with Sales to resolve loan-level issues, answer questions, remove roadblocks, and support broker relationships
• Serve as a primary leadership contact for partner, Sales, and internal escalations; research issues and drive them through resolution
• Troubleshoot complex loan scenarios with Underwriting, Compliance, Credit, Closing, Sales, and other business areas
• Research and assist with cures, exceptions, Mavent failures, ATR/QM findings, and other loan-level issues
• Monitor individual and team performance against KPIs, identify trends, address gaps, and recognize strong performance
• Identify knowledge and skill gaps, provide targeted coaching, and partner with Training and subject-matter experts
• Review errors and quality findings; determine coaching, training, process clarification, oversight, or accountability responses
• Identify bottlenecks and process-improvement opportunities and partner cross-functionally on sustainable improvements
• Ensure compliance with company procedures, documentation requirements, regulatory, agency, investor, and company requirements
• Build relationships with Underwriting, Closing, Compliance, Credit, Training, Technology, and other Operations teams
• Maintain current mortgage knowledge and translate guideline, process, and system changes into team expectations
• Foster a culture of ownership, collaboration, accountability, quality, service, and continuous improvement

Account Manager – Team Lead

General

• Own and maintain visibility of the active audit-resolution exception pipeline
• Prioritize time-sensitive defects, investor requests, audit responses, and outstanding documentation
• Review and respond to Level 1–3 defects within the Audit Genius portal
• Research defects and loan files to identify root causes and determine appropriate resolutions
• Gather missing or corrective documentation and maintain accurate resolution records
• Partner with Quality Control, Underwriting, Operations, Insuring, Repurchase, and other mortgage teams
• Resolve critical errors and escalate issues requiring additional authority or expertise
• Support repurchase demands and Investor Quality Control review issues
• Research FHA documentation, 4506-C, PTF conditions, and other loan requirements
• Communicate with borrowers, clients, real estate agents, settlement agents, and internal partners to obtain documentation
• Identify recurring defects, process gaps, training opportunities, and operational risks
• Develop and improve processes, job aids, training resources, quality checks, and preventative controls
• Monitor turnaround times and drive open exceptions through final resolution
• Maintain compliance with regulatory, agency, investor, mortgage insurance, and company requirements
• Protect confidential borrower and loan information

Account Manager – Team Lead

Audit Resolution Specialist