Account Management Specialist

Founded in 2000, Plaza Home Mortgage, Inc. is a privately owned, full-service national lender, offering Wholesale, Correspondent, Renovation and Reverse residential mortgages. Headquartered in San Diego, California, Plaza employs a network of sales associates to serve its clients nationwide.
Plaza is dedicated to building quality, long-term relationships with its mortgage broker and correspondent clients by offering comprehensive programs and exceptional customer experience.

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. 

Responsibilities and Duties

• 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, the 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 and have the ability to monitor and oversee loan production pipelines.
• Required to work both remotely and on-site, as determined by the needs of the company; while working remotely, the candidate is expected to have a private designated workspace that is free from distraction and excessive noise. Remote working is not a substitute for dependent care; remote workers will not be available during company core hours to provide dependent care.
• Some travel by car or plane will be required.

Work Environment: 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. 

Compensation and Benefits:

Estimated Rate of Pay:

$25.00 hrly
This position is full-time; non-exempt.
The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

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.

Plaza is an EEOC employer and follows all federal, state, and local laws relating to fair employment.
Plaza Home Mortgage, Inc. is committed to preventing, stopping and remedying all forms of discrimination that occur in its workplace. Managers are accountable for keeping Plaza's workplace free from discrimination and ensuring that Plaza provides equal employment opportunity for all in the workforce and for those seeking to become members of Plaza's workforce.
Plaza's employees are protected by laws designed to protect employees from discrimination on the bases of race, religion, color, sex, pregnancy, gender identity, sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or any other non-merit based factor. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs. Plaza's employees are also protected against retaliation if they engage in a protected activity, whistleblowing, or the exercise of any appeal or grievance right provided by law.
This information is provided by Plaza Home Mortgage, Inc. as a courtesy to its mortgage professional clients and the public and is meant for instructional purposes only. None of the information provided is intended to be legal advice in any context. Plaza does not guarantee, warrant, ensure or promise that information provided is accurate. Terms and conditions of programs and guidelines are subject to change at any time without notice. Any unauthorized use or distribution of this information is strictly prohibited. This is not a commitment to lend. ® 2024 Plaza Home Mortgage, Inc. Plaza Home Mortgage and the Plaza Home Mortgage logo are registered trademarks of Plaza Home Mortgage, Inc. All other trademarks are the property of their respective owners. All rights reserved. Plaza Home Mortgage, Inc. is an Equal Housing Lender. Plaza NMLS 2113
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