Account Manager

Job Description

About JMAC Lending:

At JMAC Lending, we pride ourselves on over 25 years of dedicated service. Our mission is to provide exceptional support and innovative solutions that empower our partners to thrive. We’re not just about meeting today’s market demands; we aim to be the preferred lender that clients turn to again and again. Our talented team boasts impressive credentials, continuously enhancing their skills through ongoing education, ensuring a perfect blend of knowledge and experience. Built on a foundation of the highest ethical standards, we are committed to delivering competitive product pricing with efficiency and precision for wholesale and correspondent lending.

The Opportunity:

The Account Manager position improves customer retention by ensuring brokers and lenders are satisfied with the loan process from submission to final disposition.  The Account Manager maintains an open dialogue regarding loan files with Account Executives, Operations and JMAC’s customers.

This is a Full-Time/Fully Remote opportunity with working hours from 8:00am-5:00pm in PST or EST time zones Monday-Friday offering competitive pay ranging from $28.84 to $34.61 per hour plus bonus.

Job Duties & Responsibilities:

Partner with clients, sales teams, and operational departments to proactively oversee the progress of loan pipelines, accelerate the loan process at each critical stage, and navigate any challenges that arise along the way.

• Reach out and follow up within 24 hours of the initial approval, followed by a check-in every 72 hours (3 business days) or as needed for any outstanding conditions until they are resolved.
• Connect with the client 7 and 3 days before the Closing Date to see if they require assistance with any pending PTD conditions, ensuring a smooth transition to CTC.
• Examine conditions for accuracy to avoid piecemeal issues. Collaborate with clients to advocate for a quicker loan process by minimizing turnaround times.
• Handle multiple projects effectively, prioritizing seamlessly while maintaining a strong focus on detail and compliance deadlines.

Act as a supportive liaison for clients, sales, and internal operations teams to identify and resolve any loan-related or process issues.

• Collaborate with sales and operations leadership to escalate challenges, ensure transparent communication, and deliver effective solutions for clients.
• Utilize calm and confident problem-solving skills to address and resolve issues for both internal and external clients, aiming to continuously enhance processes and provide a competitive edge through strong customer relationships and operational excellence.
• Encourage and promote constructive feedback from clients, sharing insights with Account Executives and Sales Leadership to uncover sales opportunities or efficiency improvements.
• Foster and maintain open communication with both internal and external clients to identify areas for sales opportunities and process improvements.
• Serve as a subject matter expert on JMAC policies, procedures, and technology.
• Share insights and best practices for success; act as a peer mentor when called upon.

Deliver world-class service through disciplined follow-ups and guidance for our Sales Team and Clients.

• Strengthen client relationships and promote growth opportunities by proactively identifying and resolving client challenges.
• Cultivate strong interpersonal connections with the Production Team, Operational Associates, and Clients to foster a collaborative work environment, maintain high morale, and encourage retention among all involved parties.
• Exhibit genuine empathy for clients’ needs; take ownership of issues until they are fully resolved.

Additional related responsibilities:

• Ongoing familiarity with products, guidelines, policies, and procedures.
• Provide backup support for Client Services when needed, utilizing the ticketing system for Client Support.
• Act as a subject matter expert on the Client Portal.

Requirements

• Minimum of 2 years of relevant experience in mortgage processing and Account Management.
• Possess an Undergraduate Degree or equivalent professional experience.
• Outstanding oral and written communication abilities, particularly in conveying business concepts and demonstrating business value.
• Experience with Encompass is a bonus, along with proficiency in MS Word and MS Excel.
• Solid understanding of industry guidelines and policies.
• Adept with technological solutions, including but not limited to LOS, Pricing Engines, and Underwriting Engines.
• Exceptional phone etiquette; capable of delivering messages clearly and fostering quick rapport.
• Innovative problem-solver and decision-maker, with a strong track record of thinking creatively to find the best solutions for all parties involved.
• Detail-oriented, highly responsive, and driven with a robust sense of initiative.
• Skilled at juggling multiple priorities and tasks while maintaining composure under pressure.
• Ability to forge and nurture effective business relationships, both internally and externally.
• Strong problem-solving and conflict resolution skills; a genuine passion for client service is essential.
• Well-organized and accountable for achieving results.
• Resourceful and reliable.

Benefits

• Comprehensive Health Care Plan (Medical, Dental & Vision)
• Life Insurance Options (Basic, Voluntary & Accidental Death & Dismemberment)
• Generous Paid Time Off (Including Vacation & Holidays)
• Robust Retirement Savings Plan (401k)
• Support for Short Term & Long Term Disability
• Family Leave Benefits
• Access to Wellness Resources

JMAC Lending, Inc. is an Equal Employment Employer. We are committed to workforce diversity. Qualified applicants will receive consideration without regards to age, race, religion, sex, sexual orientation, gender identity or national origin.

DISCLAIMER: JMAC Lending is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.