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.

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.

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.
• 💰

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.