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AVP, Account Management

Location

Worldwide

Posted

38 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

AVP, Account Management

GenWay Home Mortgage, Inc.

Role Description The Assistant Vice President (AVP) of Account Management is responsible for leading and developing a high-performing account management team focused on driving client retention, revenue growth, operational excellence, and customer satisfaction within the mortgage lending sector. This role serves as a strategic liaison between clients, sales, operations, and capital markets to ensure successful delivery of mortgage products and services while strengthening long-term client relationships. - Lead, mentor, and develop a team of Account Managers and Relationship Managers. - Establish performance metrics, coaching plans, and career development opportunities. - Foster a culture of accountability, customer-centricity, and continuous improvement. - Recruit, onboard, and retain top talent within the account management organization. - Serve as the primary escalation point for complex client issues and service concerns. - Conduct regular business reviews to assess performance, identify opportunities, and strengthen partnerships. - Ensure high client satisfaction, retention, and advocacy. - Identify opportunities to increase loan volume and market share within existing accounts. - Partner with Sales and Business Development teams to support client acquisition and expansion efforts. - Develop strategic account plans that align with organizational growth objectives. - Monitor portfolio performance and proactively address risks to revenue and retention. - Collaborate with Loan Setup, Underwriting, Closing, Secondary Marketing, and Servicing teams to ensure seamless client experiences. - Drive process improvements that enhance efficiency, quality, and customer outcomes. - Monitor service-level agreements (SLAs), client performance metrics, and operational KPIs. - Ensure timely resolution of client concerns and operational challenges. - Ensure adherence to all applicable federal, state, and investor regulations. - Maintain knowledge of mortgage industry guidelines, including agency and non-agency products. - Partner with Compliance and Risk Management teams to mitigate operational and reputational risks. - Promote a culture of compliance throughout the account management team. Qualifications - Bachelor’s degree in business, Finance, Marketing, Economics, or related field preferred. - 8–12+ years of mortgage lending experience. - 3+ years of leadership experience managing client-facing teams. - Demonstrated success managing strategic accounts and driving revenue growth. - Strong understanding of mortgage origination, underwriting, secondary marketing, servicing, and investor relationships. - Experience working with mortgage bankers, brokers, correspondents, credit unions, banks, or other lending partners. - Excellent communication, negotiation, and relationship management skills. - Strong analytical and financial acumen. - Experience in wholesale, correspondent, or retail mortgage lending channels. - Experience with Encompass LOS. - Knowledge of agency guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA) and Non-QM lending products. Work Environment - This role is fully remote and performed from the employee’s home or another approved off-site location. - The company provides essential equipment such as computer, headset, and webcam. - A reliable internet connection and a quiet, professional workspace are expected. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate via oral and written communication, such as phone calls, emails, and ticketing systems. The employee frequently is required to stand, walk, use hands and fingers and reach with hands and arms. This role may require long periods of sitting at a desk and working on a computer. The employee may occasionally be asked to pick up and/or move up to 15 pounds. Duties Disclosure The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time, with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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