Account Manager Team Lead

About this role

🏡 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.

• Ensure escalations are addressed promptly and appropriately.

• Determine when an issue requires senior leadership or additional subject-matter expertise.

• Maintain clear communication with stakeholders throughout the resolution process.

• Use escalation trends to identify opportunities for coaching, training, or process improvement.

🔍 Complex Loan Troubleshooting

• Help Account Managers navigate difficult or complex loan scenarios.

• Identify appropriate next steps and bring together the right resources when additional expertise is required.

• Partner with Underwriting, Compliance, Credit, Closing, Sales, and other business areas to resolve issues.

• Help Account Managers understand available solutions while staying within established policies, guidelines, and authority.

• Escalate issues appropriately when additional approval or expertise is required.

🛡️ Cures, Exceptions & Loan-Level Issues

• Research and assist with cures, exceptions, Mavent failures, ATR/QM findings, and other applicable loan-level issues.

• Support Account Managers in identifying appropriate resolutions within the Team Lead's established authority.

• Ensure issues requiring additional approval are escalated promptly to the appropriate leader or subject-matter expert.

• Maintain appropriate documentation and communication throughout the resolution process.

• Reinforce quality and compliance expectations when addressing loan-level issues.

📈 Team Performance & KPIs

• Monitor individual and team performance against established expectations.

• Track productivity, turn times, pipeline management, service levels, quality, and other applicable KPIs.

• Identify performance trends and address gaps proactively.

• Use performance data to guide coaching conversations and…