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Role Description

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.

• 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 Executives (AEs) on client visits, as needed.

Qualifications

• High school degree or equivalent is required; prior Customer Service/client facing experience is preferred.
• Prior experience in Cooperative loans strongly preferred.
• Prior experience in Correspondent lending or Secondary Marketing is preferred.
• Working knowledge of all aspects of loan processing and a high school degree or equivalent.
• Excellent oral and written communication skills; exceptional attention to detail with the ability to consistently produce accurate work.
• Ability to manage time, work within expected turn times, 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, problem solving, 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, and USDA loans, as well as an understanding of industry regulations and the specific policies of the lending institution.
• Must be able to use independent judgment skills to make quick decisions within written policy and standard operating procedures.
• Ability to monitor and oversee loan production pipelines.
• Required to work both remotely and on-site, as determined by the needs of the company.
• Some travel by car or plane will be required.

Requirements

• Remote working is not a substitute for dependent care; remote workers will not be available during company core hours to provide dependent care.
• This is a remote position.
• The hours for this role are 8:00 AM-4:30 PM ET; the candidate will be required to work within these hours, regardless of location.

Benefits

• Estimated Rate of Pay: $25.00 hrly.
• This position is full-time; non-exempt.
• In addition, Plaza offers a competitive benefits package; including medical/dental/vision, paid time off and holidays, 401(k), life and pet insurance.
• Plaza also offers additional benefits such as an employee friends and family loan and an employee assistance program that includes a variety of discounted services.