Account Management Specialist
WFA Digital Insight
As the demand for skilled mortgage professionals continues to rise, with a 21% increase in job postings over the past year, the Account Management Specialist role at Plaza Home Mortgage stands out. This position requires a unique blend of technical knowledge, customer service skills, and attention to detail. With the shift towards remote work, candidates who can work effectively in a virtual environment and are proficient in tools like Excel will be in high demand. Plaza Home Mortgage's commitment to building long-term relationships with its clients and providing exceptional customer experience makes this role an attractive opportunity for those looking to grow their career in the mortgage industry.
Job Description
About the Role
The Account Management Specialist role is a critical part of Plaza Home Mortgage's team, responsible for providing internal and external support for various inquiries, managing loan pipelines, and ensuring exceptional customer service. This role requires a strong understanding of the loan process, technical skills, and the ability to work in a fast-paced environment. As a key member of the team, the Account Management Specialist will work closely with sales associates, underwriting, and other business partners to resolve file issues and ensure seamless transactions.The Account Management Specialist will be responsible for responding to internal and external inquiries, resolving file issues, and providing training and support for file delivery. This role will also involve conducting new client onboarding calls and assisting new clients as they begin delivering loans to Plaza Home Mortgage. The ideal candidate will have excellent oral and written communication skills, attention to detail, and the ability to work in a team environment.
Plaza Home Mortgage is a privately owned, full-service national lender that offers Wholesale, Correspondent, Renovation, and Reverse residential mortgages. With a network of sales associates across the United States, the company is dedicated to building quality, long-term relationships with its mortgage broker and correspondent clients.
What You Will Do
- Respond to internal and external inquiries regarding loan scenario assistance, technical support issues, and questions regarding loan status
- Resolve file issues with the appropriate area, such as underwriting, compliance, or other business partners
- Provide exceptional customer service to internal and external clients
- Manage the pipeline for assigned regions, ensuring all daily tasks are completed prior to leaving each day
- Ask the right questions to identify potential issues for the Correspondent and use intuition and familiarity with the loan process to provide proactive solutions
- Provide training and support for file delivery
- Conduct new client onboarding calls and assist new clients as they begin delivering loans to Plaza Home Mortgage
- Assist with additional duties such as assigned reporting and other tasks to support the department
- Accompany assigned Account Executives on client visits, as needed
What We Are Looking For
- High school degree or equivalent required
- Prior customer service or client-facing experience preferred
- Prior experience in Cooperative loans strongly preferred
- Prior experience in Correspondent lending or Secondary Marketing preferred
- Working knowledge of all aspects of loan processing
- Excellent oral and written communication skills
- Attention to detail and 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
- Solid commitment to customer and associate service
- Outstanding interpersonal, problem-solving, and analytical skills
Nice to Have
- Experience with MS Office, particularly Excel
- Knowledge of internet browsers and basic knowledge of Mortgage banking
- Working knowledge of loan programs and services, including Conventional, FHA, VA, and USDA loans
Benefits and Perks
- Opportunity to work with a privately owned, full-service national lender
- Comprehensive programs and exceptional customer experience
- Remote work environment with flexible hours
- Professional development and growth opportunities
- Competitive compensation and benefits package
- Access to cutting-edge technology and tools
- Collaborative and dynamic team environment
How to Stand Out
- Be prepared to provide specific examples of your customer service experience and how you have handled difficult customer inquiries.
- Make sure to highlight your technical skills, particularly with Excel, and be prepared to answer questions about your experience with loan processing software.
- Research Plaza Home Mortgage's products and services to demonstrate your knowledge and understanding of the company's offerings.
- Showcase your ability to work in a fast-paced environment and prioritize multiple tasks simultaneously.
- Be prepared to discuss your experience working in a team environment and how you have contributed to achieving team goals.
- Consider creating a portfolio or examples of your work to demonstrate your analytical and problem-solving skills.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.