Account Manager at Evergreen Home Loans NMLS 3182 in Bellevue, WA

Job description

• The Account Manager role is a partner support position within the BrokerBrand TPO channel, responsible for ensuring approved broker partners can successfully deliver loans to BrokerBrand TPO. The role centers on portal training and education, real-time assistance and guidance through a partner’s primary submissions, troubleshooting, and hands-on support gathering the documentation required to complete a file. The end responsibility of this position is a loan file that is submitted complete and accurately and moves directly to Underwriting without rework. Success in this role is measured by submission quality, partner proficiency in TPO Connect, and the speed and accuracy of the support provided.

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.
• Perform all actions in accordance with the Mission, Vision, and Convictions of EHL.
• Provide a “WOW” experience and effectively communicate with associates, clients, partners, and vendors via phone, written communication and/or in person.
• Seek Feedback: Initiate regular and timely communication with fellow associates and Manager.
• Be willing to assume additional responsibilities/duties/projects as they arise.
• Have strong organization skills, the ability to learn quickly, and accuracy/timeliness in completing tasks.
• Perform all actions in accordance with policies and procedures of the company.
• Expected to meet productivity guidelines of the position.
• Effectively use software specific for the position and Microsoft office products.
• Work well with other members of the EHL team and be willing to fill in when needed.

Requirements

• High school diploma or equivalent required; bachelor’s degree preferred.
• Minimum three years of mortgage lending experience, with wholesale or third-party originations experience preferred.
• Experience supporting and training external users on mortgage lending systems and loan delivery processes; experience with ICE TPO Connect and Encompass strongly preferred.
• 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.

Skills

Required

• Strong organizational skills
• Attention to detail
• Proficiency with Microsoft Office
• Motivated, hard working

Preferred

• Experience with ICE TPO Connect
• Experience with Encompass

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
• Discover what’s possible with Evergreen.
• Learn more about our culture and career opportunities at www.DiscoverEHL.com
• Eligible associates (and their families) have the option to enroll in medical, dental, and/or vision coverage of which both the associate and the company contribute towards expenses. Basic Life/AD&D insurance for eligible associates as well as a Short-term Disability benefit are provided by Evergreen. Additional Voluntary Life/AD&D, Long-term Disability benefits and Legal/ID protection plans paid for by the associate are also available. Associates are automatically enrolled in Evergreen’s 401(k) plan. Personal Time Off (PTO) of up to 13.34 hours may be earned monthly and associates may enjoy 9 paid holidays each year. Paid voluntary day of work, company matching on charitable donations and mortgage loan benefit.
• The base hourly range rate for this position is $28.00 - $35.00 per hour, depending on a number of factors including location and experience. If applicable, associate may be eligible for per-file incentives, commissions, bonuses or other variable earnings as determined upon hire.