• Manage a team of Account Managers.
• Oversight of pipeline reporting and ensure queues are being worked in timely manner.
• Continuously evaluate Account Manager performance against SLA targets and provide coaching as needed to address underperformance.
• Enhance existing business processes to improve consistency of Account Manager communications and handling of screening conditions prior to submitting to underwriting.
• In conjunction with Operations Trainer, institute training programs as needed related to System /LOS usage and Workflow updates and improvements.
• Mentor newly on-boarded Account Managers pertaining to Arc’s product line, matrices, and associated guidelines.
• Provide technical assistance to your direct reports, loan originators, and closers in order to enhance volume, accuracy, efficiency and maintain superior customer service.
• Collaborate with Sales and Operations to continuously enhance the customer experience, fulfill origination-related company requirements and ensure compliance with investor and regulatory requirements.
• Be a subject matter expert of investor underwriting guides and investor compliance requirements. Monitor all related changes in investor underwriting guides and ensure dissemination of changes internally as well as implementation of changes as necessary.
• Participate in the recruitment of highly productive, customer-centric Account Managers.
• Assist with questions, difficult/complex cases and with communicating resolutions of escalated issues to AEs and/or Clients.
• Keep up-to-date with all guideline changes and system enhancements; recommend Guideline clarifications and amendments to Credit Policy/Guides/Matrices as necessary.
• Assist Account Managers with condition reviews or initial approval call outs as workload permits or in times of high volume as needed.

• Thorough knowledge of underwriting procedures and real estate appraisal requirements
• Thorough knowledge of creditor financial analysis techniques and mortgage credit evaluation
• Strong PC skills, including Word and Excel
• High degree of attention to detail and organization
• Ability to multi-task and handle high levels of volume
• Meridianlink experience a plus
• A strong track record of collaboration with operations, underwriting, and sales peers in developing client-friendly processes and policies
• A passion for outstanding customer service
• Excellent verbal and written communication skills as well as quantitative and qualitative management skills and practices
• Skilled leader of remote staff and confident user of technology such as Teams, GoToMeeting, Skype and other tools to engage remote underwriters

Education and Experience:

• Bachelor’s Degree or an equivalent combination of education / experience preferred
• Wholesale and/or Non-delegated correspondent experience required
• 7 years+ experience and thorough knowledge of Agency and NQM / Non-Agency / Private Investor guidelines with a bias towards manually underwritten products loans
• Minimum 3 years of senior-level mortgage underwriting or account management experience