Account Management Specialist

As the Account Management Specialist, you will be providing internal and external support for various inquiries such as loan scenario assistance, technical support issues, and questions regarding loan status. You will also be responsible for pipeline management, assisting with new client onboarding, and all miscellaneous support needed to successfully manage transactions through purchase. This will be a remote/hybrid position. This role is full-time and non-exempt. This position has no supervisory responsibilities, and this position reports to the AMS Manager, National Correspondent Operations.

*The hours for this role are 7:00 AM-3:30 PM PT; the candidate will be required to work within these hours, regardless of location. This role will be supporting the West Coast and Central/Mountain regions.

Responsibilities and Duties

• Responds to internal and external inquiries as outlined in the department’s policies and procedures.
• Resolves file issues with the appropriate area, i.e., underwriting, compliance, or other business partners.
• Responds to questions regarding all phases of the Correspondent loan process. Provides exceptional customer service to internal and external clients.
• Effectively manages the pipeline for assigned region, ensuring that all daily tasks are completed prior to leaving each day.
• Asks the right questions to identify potential issues for the Correspondent; uses intuition and familiarity with the loan process to provide proactive solutions.
• Provides training and support for file delivery.
• Conducts new client onboarding calls and assists new clients as they begin delivering loans to Plaza Home Mortgage.
• Assists with additional duties such as assigned reporting and other tasks to support the department.
• Provides support to other regions and departments, as needed. Accompanies the assigned Account Executive (AE) on client visits, as needed.

Required Skills

• High school degree or equivalent is required Prior Customer Service experience is preferred
• Prior experience in Correspondent lending or Secondary Marketing is preferred Preferably located in the western region
• Working knowledge of all aspects of loan processing and a high school degree or equivalent; previous Correspondent lending experience preferred
• Excellent oral and written communication skills; exceptional attention to detail with the ability to consistently produce accurate work, the ability to manage time, multi-task, and prioritize work in a high paced environment with a heavy volume of transactions
• Solid commitment to customer and associate service, outstanding interpersonal, problemsolving, and analytical skills
• Must possess the ability to work in both team and individual environments
• Proficient knowledge of MS Office (Word, Excel, PowerPoint, Teams and Outlook), knowledge of internet browsers, and basic knowledge of Mortgage banking are required
• Working knowledge of loan programs and services, including Conventional, FHA, VA, andUSDA loans, as well as an understanding of industry regulations and the specific policies of thelending institution
• Must be able to use independent judgment skills to make quick decisions within written policy and standard operating procedures and have the ability to monitor and oversee loan production pipelines
• Required to work both remotely and on-site, as determined by the needs of the company; while working remotely, the candidate is expected to have a designated workspace that is free from distraction and excessive noise. Remote working is not a substitute for dependent care; remote workers will not be available during Company core hours to provide dependent care. Some travel by car or plane will be required.
• Preferably located in the western region