{"id":1650996,"url":"https://alion.io/job/elend-account-manager-team-lead","title":"Account Manager Team Lead","company":{"id":674913,"name":"eLEND","domain":"elend.com","url":"https://alion.io/company/elend","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Marketing","role_family":"Marketing","seniority":"lead","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":92000,"max_usd":209000,"period":"year","method":"global_role_seniority_cell","sample_n":1099},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-01T21:44:02Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-21T08:40:33Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"About Us\nAt 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.\nThe 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.\nThis 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.\nWhy This Role Matters\nAs 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.\nYou will provide hands-on leadership, monitor pipeline and team performance, troubleshoot complex loan scenarios, and help remove roadblocks that could impact the loan process.\nSuccess 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.\nKey Responsibilities\nTeam Leadership\nProvide hands-on leadership, coaching, and direction to Account Managers.\nEstablish clear expectations around productivity, quality, service, communication, pipeline management, attendance, and accountability.\nCreate an environment where Account Managers understand their priorities, own their loans, and proactively address potential issues.\nProvide day-to-day guidance and support to help the team successfully navigate operational challenges.\nReinforce consistent expectations for service, ownership, and performance.\nPipeline & Daily Performance Management\nMaintain 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.\nMonitor pipeline activity and help Account Managers take action before issues become escalations.\nIdentify aging loans, stalled activity, missing items, and other potential obstacles.\nEnsure Account Managers maintain appropriate follow-up and communication throughout the loan process.\nUse pipeline data and trends to prioritize daily activities and improve results.\nWorkload & Capacity Management\nMonitor team volume and capacity and distribute work appropriately.\nBalance workloads to maintain service levels, productivity, quality, and responsiveness.\nIdentify capacity concerns and communicate staffing or workload needs to leadership.\nHelp ensure priority loans and time-sensitive issues receive appropriate attention.\nAdjust priorities as business volume and operational needs change.\nPartner & Client Experience\nEnsure Account Managers provide timely, proactive, accurate, positive, and solutions-focused communication.\nReinforce that every interaction is an opportunity to build confidence and make eLEND easier to do business with.\nSet expectations for professional and consistent communication with broker partners and Sales.\nHelp Account Managers navigate challenging partner conversations and service concerns.\nIdentify recurring service issues and work with the team to improve the partner experience.\nSales Partnership\nWork closely with Sales as an Operations partner.\nHelp resolve loan-level issues, identify priorities, answer questions, and remove roadblocks.\nSupport Sales in maintaining strong broker relationships.\nCollaborate with Sales to help quality loans move efficiently toward closing.\nEnsure Sales receives clear communication and appropriate support when issues arise.\nFirst-Level Escalations\nServe as a primary leadership contact for partner, Sales, and internal escalations.\nResearch the issue, establish ownership, communicate clearly, and drive the issue through resolution.\nEnsure escalations are addressed promptly and appropriately.\nDetermine when an issue requires senior leadership or additional subject-matter expertise.\nMaintain clear communication with stakeholders throughout the resolution process.\nUse escalation trends to identify opportunities for coaching, training, or process improvement.\nComplex Loan Troubleshooting\nHelp Account Managers navigate difficult or complex loan scenarios.\nIdentify appropriate next steps and bring together the right resources when additional expertise is required.\nPartner with Underwriting, Compliance, Credit, Closing, Sales, and other business areas to resolve issues.\nHelp Account Managers understand available solutions while staying within established policies, guidelines, and authority.\nEscalate issues appropriately when additional approval or expertise is required.\nCures, Exceptions & Loan-Level Issues\nResearch and assist with cures, exceptions, Mavent failures, ATR/QM findings, and other applicable loan-level issues.\nSupport Account Managers in identifying appropriate resolutions within the Team Lead's established authority.\nEnsure issues requiring additional approval are escalated promptly to the appropriate leader or subject-matter expert.\nMaintain appropriate documentation and communication throughout the resolution process.\nReinforce quality and compliance expectations when addressing loan-level issues.\nTeam Performance & KPIs\nMonitor individual and team performance against established expectations.\nTrack productivity, turn times, pipeline management, service levels, quality, and other applicable KPIs.\nIdentify performance trends and address gaps proactively.\nUse performance data to guide coaching conversations and development plans.\nRecognize strong performance and reinforce behaviors that contribute to team success.\nHold team members accountable to established expectations.\nCoaching & Development\nProvide regular, meaningful coaching and feedback to Account Managers.\nRecognize strong performance and reinforce successful behaviors.\nAddress performance gaps promptly and constructively.\nCreate development plans that strengthen mortgage knowledge, client-service skills, communication, efficiency, and ownership.\nHelp team members build the knowledge and confidence needed to operate more independently.\nIdentify high-potential team members and support their continued development.\nTraining & Knowledge Development\nIdentify knowledge and skill gaps through quality results, escalations, errors, partner feedback, performance trends, and team member questions.\nProvide targeted coaching when an issue can be addressed through individual development.\nPartner with leadership, Training, and subject-matter experts when broader training is needed.\nReinforce new guidelines, procedures, systems, and process changes with the team.\nEnsure training translates into consistent application in day-to-day work.\nQuality & Accountability\nReview errors, recurring issues, and quality findings to understand what happened and why.\nDetermine whether the appropriate response is coaching, training, process clarification, additional oversight, or accountability.\nIdentify patterns that could create future risk or service issues.\nWork proactively to prevent repeat errors and improve quality.\nReinforce the importance of accuracy, documentation, compliance, and ownership.\nProcess Improvement\nEncourage team members to identify pain points, bottlenecks, and inefficient processes.\nBring forward opportunities to simplify work and improve systems.\nIdentify opportunities to reduce unnecessary touches and improve workflow efficiency.\nPartner with leadership and cross-functional teams to implement sustainable improvements.\nEvaluate process changes based on their impact to productivity, quality, partner experience, and team member experience.\nOperating Standards & Compliance\nEnsure Account Managers follow established company procedures, workflows, documentation requirements, and service expectations.\nReinforce applicable regulatory, agency, investor, and company requirements.\nMaintain working knowledge of policies, procedures, and operational controls that affect Account Management.\nAddress compliance or quality concerns promptly and escalate when appropriate.\nHelp ensure changes to guidelines and processes are consistently understood and applied.\nCross-Functional Operations Partnership\nBuild strong working relationships with Underwriting, Closing, Compliance, Credit, Training, Technology, and other Operations teams.\nBring together appropriate resources to resolve loan-level issues.\nIdentify cross-functional challenges that create delays or friction.\nPartner across Operations to improve the end-to-end loan experience.\nMaintain strong communication and collaboration across teams.\nMortgage Knowledge & Continuous Learning\nMaintain working knowledge of mortgage products, guidelines, policies, procedures, regulatory requirements, and process changes.\nStay current on changes that affect the Account Management function.\nTranslate relevant changes into clear expectations for the team.\nReinforce consistent application of updated requirements and processes.\nContinue developing mortgage expertise to effectively support Account Managers and partners.\nTeam Culture\nBuild a culture where team members communicate openly, collaborate, help one another, and take ownership.\nEncourage Account Managers to raise issues early rather than allow problems to escalate.\nCreate an environment where accountability and support exist together.\nRecognize contributions and celebrate strong performance.\nEncourage team members to challenge inefficient processes and identify better ways to work.\nFoster a team culture centered on service, ownership, teamwork, quality, and continuous improvement.\nWhat You Bring\nMortgage Operations Experience\nMortgage processing, account management, or mortgage operations experience with a strong understanding of the loan lifecycle.\nIn-depth knowledge of mortgage products, agency and investor guidelines, operational processes, and applicable regulatory requirements.\nUnderstanding of how Sales, Account Management, Processing, Underwriting, Closing, and other Operations functions work together to move loans toward closing.\nLeadership & Coaching\nPrevious leadership, team lead, mentoring, or coaching experience preferred.\nStrong leadership and interpersonal skills with the ability to coach, motivate, support, and hold team members accountable.\nAbility to provide clear direction while maintaining a positive and solutions-focused environment.\nDemonstrated ability to address performance concerns and develop team member capabilities.\nClient Service & Sales Partnership\nStrong client-service mindset and ability to build effective relationships with Sales, broker partners, and internal stakeholders.\nExcellent communication skills with the ability to navigate challenging conversations.\nAbility to provide timely, proactive, accurate, and solutions-focused service.\nStrong understanding of the importance of the broker and Sales experience throughout the loan lifecycle.\nProblem Solving & Escalation Management\nAbility to troubleshoot complex loan scenarios and identify appropriate solutions.\nStrong judgment regarding when an issue can be resolved independently versus when additional expertise or approval is required.\nAbility to research issues, establish ownership, communicate effectively, and drive resolutions.\nComfortable managing escalations while balancing service, risk, policy, and business needs.\nPerformance & Pipeline Management\nAbility to manage multiple priorities in a high-volume, deadline-driven environment.\nExperience using pipeline and performance data to prioritize work and identify trends.\nAbility to monitor productivity, turn times, service levels, quality, workload, and other performance indicators.\nStrong organizational skills a...","description_format":"text","description_chars":16490,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Growth opportunities","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Mortgage Lending & Brokers"],"lifecycle":[{"event":"open","at":"2026-10-02T00:16:44Z"}],"visa":[],"liveness":{"score":68,"band":"ok","label":"Likely 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