Account Manager

Summary

Evergreen Home Loans is a mortgage lender focused on helping people achieve homeownership through relationship-driven service. The Account Manager supports broker partners in the BrokerBrand TPO channel by providing portal training, troubleshooting, submission guidance, and documentation support to ensure complete and accurate loan files move efficiently to Underwriting.

Responsibilities

• Train and support broker partners on TPO Connect, including loan registration, pricing, document submission, conditions, status tracking, and other portal functionality
• Conduct new partner onboarding and provide ongoing training on BrokerBrand TPO processes, products, guidelines, systems, and submission requirements
• Develop and maintain partner training materials, job aids, submission checklists, and other resources
• Assist with new partner setup, activation, system access, and readiness to submit loans
• Provide ongoing support to partners throughout loan registration and initial submission, including troubleshooting portal, access, pricing, and document-related issues
• Review initial loan submissions for completeness and accuracy and work directly with partners to resolve missing or deficient documentation prior to Underwriting
• Provide guidance on loan scenarios, product eligibility, program requirements, pricing, and published agency, investor, and BrokerBrand TPO guidelines
• Escalate complex scenarios, exceptions, system issues, and guideline interpretation questions to the appropriate internal teams and communicate resolutions to partners
• Monitor partner activity and submission quality, identify recurring issues, and provide targeted training or support as needed
• Coordinate with Account Executives, Underwriting, Capital Markets, Technology, and other internal teams to support partner needs and efficient loan delivery
• Identify and communicate recurring partner feedback, process challenges, and opportunities for improvement to channel leadership
• Support channel initiatives, including process changes, policy updates, product launches, and system enhancements
• Other duties as assigned

Skills

• High school diploma or equivalent required
• Minimum three years of mortgage lending experience
• Experience supporting and training external users on mortgage lending systems and loan delivery processes
• Working knowledge of mortgage products, agency and investor guidelines, automated underwriting systems, and loan documentation requirements
• Understanding of the mortgage loan lifecycle and applicable regulatory and compliance requirements
• Strong organizational skills and attention to detail, with the ability to prioritize multiple requests and maintain accuracy in a high-volume environment
• Strong troubleshooting and problem-solving skills, including the ability to work independently and appropriately escalate issues
• Proficiency with Microsoft Office and the ability to learn new systems, portals, and technology quickly
• Exercise good judgment and strong character, motivated, hard working
• Ability to work well with fellow associates, clients and vendors
• Ability to work in a fast-paced, occasionally noisy environment
• May be required to drive for business purposes and if so, must hold a driver's license in good standing and maintain personal auto insurance in compliance with EHL's Auto Insurance policy
• Must be able to speak and hear, lift and carry up to twenty-five pounds (25 lbs.) or occasionally more
• Requires all forms of dexterity and mobility throughout the shift
• Occasionally required to reach with hands and arms, sit climb or balance, stoop, kneel, crouch or crawl
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral, depth perception and the ability to adjust focus
• Bachelor's degree preferred
• With wholesale or third-party originations experience preferred
• Experience with ICE TPO Connect and Encompass strongly preferred

Qualifications

Must Haves

• High school diploma or equivalent required
• Minimum three years of mortgage lending experience
• Experience supporting and training external users on mortgage lending systems and loan delivery processes
• Working knowledge of mortgage products, agency and investor guidelines, automated underwriting systems, and loan documentation requirements
• Understanding of the mortgage loan lifecycle and applicable regulatory and compliance requirements
• Strong organizational skills and attention to detail, with the ability to prioritize multiple requests and maintain accuracy in a high-volume environment
• Strong troubleshooting and problem-solving skills, including the ability to work independently and appropriately escalate issues
• Proficiency with Microsoft Office and the ability to learn new systems, portals, and technology quickly
• Exercise good judgment and strong character, motivated, hard working
• Ability to work well with fellow associates, clients and vendors
• Ability to work in a fast-paced, occasionally noisy environment
• May be required to drive for business purposes and if so, must hold a driver's license in good standing and maintain personal auto insurance in compliance with EHL's Auto Insurance policy
• Must be able to speak and hear, lift and carry up to twenty-five pounds (25 lbs.) or occasionally more
• Requires all forms of dexterity and mobility throughout the shift
• Occasionally required to reach with hands and arms, sit climb or balance, stoop, kneel, crouch or crawl
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral, depth perception and the ability to adjust focus

Nice to Haves

• bachelor's degree preferred
• with wholesale or third-party originations experience preferred
• experience with ICE TPO Connect and Encompass strongly preferred

Benefits

• A supportive and relationship-driven culture
• Competitive compensation and comprehensive benefits
• 401(k) with company match
• Professional development and career growth opportunities
• A company committed to giving back to the communities we serve
• Medical, dental, and/or vision coverage for eligible associates and their families, with both the associate and company contributing toward expenses
• Basic Life/AD&D insurance for eligible associates
• Short-term Disability benefit for eligible associates
• Additional Voluntary Life/AD&D benefits available, paid for by the associate
• Long-term Disability benefits available, paid for by the associate
• Legal/ID protection plans available, paid for by the associate
• Associates are automatically enrolled in Evergreen’s 401(k) plan
• Personal Time Off (PTO) of up to 13.34 hours may be earned monthly
• 9 paid holidays each year
• Paid voluntary day of work
• Company matching on charitable donations
• Mortgage loan benefit