Account Manager Team Lead

🏡 About Us

At eLEND, we are committed to delivering an exceptional mortgage experience through innovation, technology, operational excellence, and client-focused partnership. Our Account Management team plays a critical role in connecting Sales, broker partners, and Operations to help loans move efficiently toward closing.

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.

✨ Why This Role Matters

As an Account Management Team Lead, you will help Account Managers perform at their best while ensuring our Sales teams and broker partners receive responsive, proactive, and solutions-focused service.

You will provide hands-on leadership, monitor pipeline and team performance, troubleshoot complex loan scenarios, and help remove roadblocks that could impact the loan process.

Success means building a confident, accountable, knowledgeable, and collaborative team that delivers strong service, supports our partners, raises issues early, and takes ownership of seeing problems through to resolution.

🛠️ 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.

🎯 What You Bring

🏠 Mortgage Operations Experience

• 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.

👥 Leadership & Coaching

• 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.
• Ability to provide clear direction while maintaining a positive and solutions-focused environment.
• Demonstrated ability to address performance concerns and develop team member capabilities.

🤝 Client Service & Sales Partnership

• 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 provide timely, proactive, accurate, and solutions-focused service.
• Strong understanding of the importance of the broker and Sales experience throughout the loan lifecycle.

🔍 Problem Solving & Escalation Management

• Ability to troubleshoot complex loan scenarios and identify appropriate solutions.
• Strong judgment regarding when an issue can be resolved independently versus when additional expertise or approval is required.
• Ability to research issues, establish ownership, communicate effectively, and drive resolutions.
• Comfortable managing escalations while balancing service, risk, policy, and business needs.

📊 Performance & Pipeline Management

• Ability to manage multiple priorities in a high-volume, deadline-driven environment.
• Experience using pipeline and performance data to prioritize work and identify trends.
• Ability to monitor productivity, turn times, service levels, quality, workload, and other performance indicators.
• Strong organizational skills and attention to detail.

🛡️ Quality & Compliance

• Strong attention to detail, accuracy, and quality.
• Understanding of applicable regulatory, agency, investor, and company requirements.
• Ability to identify errors, recurring issues, and potential risks.
• Commitment to maintaining quality and compliance while meeting service and productivity expectations.

💻 Technology & Systems

• Proficiency with mortgage lending software and Loan Origination Systems such as Encompass.
• Experience using workflow, reporting, pipeline management, and performance-tracking tools.
• Ability to leverage data and technology to improve productivity, visibility, and operational efficiency.

🔄 Adaptability

• Ability to adapt to changing volume, priorities, guidelines, technology, and business needs.
• Maintains a positive, professional, and solutions-focused approach during periods of change.
• Comfortable operating in a fast-paced environment where priorities can shift quickly.

📆 A Day in the Life

Your day may include:

• Reviewing the Account Management team's pipeline, aging, turn times, workload, and priority loans.
• Meeting with Account Managers to discuss priorities, obstacles, escalations, and performance.
• Helping troubleshoot complex loan scenarios and determine next steps.
• Partnering with Sales to address broker concerns and loan-level issues.
• Reviewing escalations, cures, exceptions, Mavent failures, ATR/QM findings, and other applicable issues.
• Monitoring individual and team KPIs and identifying performance trends.
• Providing coaching and feedback to Account Managers.
• Reviewing quality concerns and determining appropriate coaching, training, or accountability.
• Partnering with Underwriting, Compliance, Credit, Closing, Training, and Technology to resolve issues.
• Communicating process, guideline, or system changes to the team.
• Identifying opportunities to improve workflows and reduce unnecessary touches.
• Balancing team workloads based on volume, capacity, and business priorities.
• Reinforcing a culture of ownership, collaboration, accountability, and exceptional partner service.

💰 Compensation & 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

💼 Worksite

Remote

• Team leadership role supporting the Account Management organization.
• Provides hands-on leadership, coaching, and operational support to Account Managers.
• Serves as a key connection point between Account Management, Sales, broker partners, and Operations.
• Works closely with Underwriting, Closing, Compliance, Credit, Training, Technology, and other Operations teams.
• Responsible for daily pipeline visibility, team performance, escalations, quality, and partner experience.

How You'll Elevate the Experience

This role lives at the intersection of Own It and Build Community.

Own It defines this seat. Escalations, cures, exceptions, and complex loan issues come to you, and you are expected to see them through to real resolution rather than simply passing them along. You will create accountability by establishing clear ownership, following through on commitments, and helping your team address issues before they become larger problems.

Build Community shows up in how you lead your team. You will coach Account Managers, balance workloads, encourage collaboration, recognize strong performance, and create an environment where team members help one another and take ownership of their loans.

Ultimately, you will help create a team that is confident, accountable, knowledgeable, collaborative, and committed to elevating every interaction with our Sales teams and broker partners.

🌈 Equal Opportunity for All

At eLEND, we are committed to building a diverse and inclusive workplace where all team members are respected, supported, and empowered to succeed. Employment decisions are based on qualifications, experience, and business needs, ensuring equitable opportunities for all individuals regardless of background or identity.

💬 Stay Connected

Join today to connect with our team, stay informed about upcoming roles, and explore how your mortgage expertise, leadership capabilities, commitment to exceptional service, and passion for continuous improvement can help elevate the Account Management experience at eLEND.