Job Details

Correspondent Lending

Correspondent Account Management Team Lead  ,   Posted: 9/24/2020
Job Description

Job ID#:


Job Category:

Correspondent Lending

Position Type:



Plaza Home Mortgage, Inc., a national wholesale and correspondent mortgage company headquartered in San Diego, California, has a full-time opportunity for a Correspondent Account Management Team Lead to join our National Correspondent Channel.
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 maintains a network of Operations Centers and employs mortgage associates 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.
The Correspondent Account Management Team Lead is responsible for providing leadership and support to the Correspondent Account Management Specialists and managing the day-to-day functions of the Account Management Specialist team.
Must comply with all BSA/AML requirements as well as any mandatory changes. The following job functions are not all-inclusive. The associate will be required to perform other job-related tasks/responsibilities requested by the manager. Job duties may change as required by needs of company. Must complete all required industry and compliance training as required by Plaza Home Mortgage.
  1. Conduct monthly 1:1 meetings with each team member to provide additional support, resources, training, and career development.
  2. Complete annual reviews for each team member on time.
  3. Approve time cards and PTO for team members.
  4. Create and track goals with each team member (goals assigned and tracked in Plaza University)
  5. Manage performance and motivate Correspondent Account Management Specialists to achieve and exceed goals.
  6. Oversee pipeline file flow to ensure loans are processed through all critical states within the defined turn-time SLA’s both internally and externally with Plaza’s vendors.
  7. Implement action plans to address and correct any negative trends.
  8. Participate in identifying and developing internal process improvements either internally and/or with the use of vendors.
  9. Resolve file issues with the appropriate area, i.e. underwriting, purchasing, vendors etc., as appropriate when dealing with certifications.
  10. Engage in verbal and written communication with clients and sales.
  11. Identify, communicate, and help resolve issues to make Plaza’s National Correspondent Channel more competitive with other investors.
  12. Identify, communicate, and help resolve any negative client trends by utilizing available reports.
  13. Partner with sales and clients to create solutions for correcting negative trends to improve the overall client experience.
  14. Serve as a lead liaison between correspondent operations and correspondent sales.
  15. Help resolve and clear collateral exceptions when necessary.
  16. Respond to questions regarding all phases of the correspondent loan process.
  17. Provide training (i.e. Welcome Calls, Pulse) and support for file delivery.
  18. Report productivity and departmental/vendor errors on a monthly basis to the EVP, Operations.
  19. Promote the development and sharing of best practices within the Account Management Specialist team.
  20. Assist with the recruiting, interviewing, and hiring of new team members.
  21. Apply for and participate in Plaza’s Developing Leaders Certificate Program, if haven’t already completed.
  22. Other duties as assigned.

Job Requirements:

  • High school diploma required; College degree preferred
  • Working knowledge of all aspects of the loan process
  • Previous team lead or supervisory experience
  • Experience working with and managing third-party vendors
  • Working knowledge of loan program products, services, and polices essential
  • Demonstrated skill in monitoring and overseeing loan production pipeline
  • Ability to understand and make recommended changes to standard operating procedures to improve efficiencies and minimize risk
  • Thorough grasp in state and federal regulations required
  • Experience with Loan Origination systems (LOS) such as Calyx Point and Ellie Mae
  • Knowledge of paperless file environment and image software repository
  • Excellent written, verbal, and interpersonal communication skills essential
  • Outstanding ability to multi-task and prioritize work in a fast-paced environment
  • Strong organizational and problem-solving skills
  • Superior customer service, including a strong track record of follow-up
  • Proven aptitude to work in both a team and individual environment while maintaining confidentiality
  • Sound judgement and analytical skills essential to making quick decisions within written policy and standard operating procedures
  • Proficiency with computer systems including MS Office (Word, Excel, and Outlook), Internet Browsers, and email functions required
  • Team Leadership
  • Delegating
  • Adaptability
  • Achievement Orientation
  • Analytical Thinking
  • Planning and Organizing
Plaza offers a great work environment. 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.


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