JMAC Lending

Account Manager

• Partner with clients, sales teams, and operational departments to proactively oversee the progress of loan pipelines, accelerate the loan process at each critical stage, and navigate any challenges that arise along the way.
• Reach out and follow up within 24 hours of the initial approval, followed by a check-in every 72 hours (3 business days) or as needed for any outstanding conditions until they are resolved.
• Connect with the client 7 and 3 days before the Closing Date to see if they require assistance with any pending PTD conditions, ensuring a smooth transition to CTC.
• Examine conditions for accuracy to avoid piecemeal issues. Collaborate with clients to advocate for a quicker loan process by minimizing turnaround times.
• Handle multiple projects effectively, prioritizing seamlessly while maintaining a strong focus on detail and compliance deadlines.
• Act as a supportive liaison for clients, sales, and internal operations teams to identify and resolve any loan-related or process issues.
• Collaborate with sales and operations leadership to escalate challenges, ensure transparent communication, and deliver effective solutions for clients.
• Utilize calm and confident problem-solving skills to address and resolve issues for both internal and external clients, aiming to continuously enhance processes and provide a competitive edge through strong customer relationships and operational excellence.
• Encourage and promote constructive feedback from clients, sharing insights with Account Executives and Sales Leadership to uncover sales opportunities or efficiency improvements.
• Foster and maintain open communication with both internal and external clients to identify areas for sales opportunities and process improvements.
• Serve as a subject matter expert on JMAC policies, procedures, and technology.
• Share insights and best practices for success; act as a peer mentor when called upon.
• Deliver world-class service through disciplined follow-ups and guidance for our Sales Team and Clients.
• Strengthen client relationships and promote growth opportunities by proactively identifying and resolving client challenges.
• Cultivate strong interpersonal connections with the Production Team, Operational Associates, and Clients to foster a collaborative work environment, maintain high morale, and encourage retention among all involved parties.
• Exhibit genuine empathy for clients’ needs; take ownership of issues until they are fully resolved.
• Ongoing familiarity with products, guidelines, policies, and procedures.
• Provide backup support for Client Services when needed, utilizing the ticketing system for Client Support.
• Act as a subject matter expert on the Client Portal.

Manager

• Take charge of cultivating and managing relationships with our approved appraisal management companies (AMCs) and appraisers.
• Keep a close eye on vendor performance metrics, including turnaround times, quality trends, fee accuracy, and adherence to service-level agreements.
• Perform regular vendor assessments and deliver insightful reports to leadership on the performance of our appraisal partners.
• Proactively tackle vendor-related escalations, disputes, and performance issues, implementing corrective measures as necessary.
• Evaluate and authorize appraisal fees, adjust fee changes, and resolve invoice discrepancies promptly.
• Assess appraisal reports to ensure their quality, accuracy, and compliance whenever escalations come up.
• Offer expert advice on appraisal corrections, reconsiderations of value (ROVs), and intricate appraisal challenges.
• Collaborate closely with Underwriting Managers and teams to identify the best resolution strategies for appraisal-related conditions and escalations.
• Supervise or lead the appraisal review process to support underwriting efforts, as needed.
• Craft, refine, and uphold policies, procedures, and resources related to appraisals.
• Guarantee adherence to Appraisal Independence Requirements (AIR), ECOA Valuations Rule, USPAP, and investor guidelines.
• Assist in internal audits, investor assessments, and regulatory reviews concerning appraisals.
• Lead and mentor the Sr. Appraisal Support Specialist and Appraisal Coordinators by providing clear direction on appraisal workflows and priorities.
• Act as a primary point of contact for addressing any operational, quality, or compliance concerns related to appraisals.

Appraisal Manager

Analyst

• Maintain a pipeline of prefunding and post-closing loans to review within the required turn times.
• Fully assess loan quality, eligibility, and compliance of selected loans assigned.
• Ensure selected loans are in compliance with federal and state regulations, as well as the most current FNMA/FHLMC, FHA, VA, internal, and investor requirements.
• Perform review of credit, income documentation, calculations, and assets used to qualify for accuracy and compliance in order to validate underwriter’s loan approval.
• Increase process efficiency by identifying potential risk and mitigating factors that may impact the Company through credit decisions and the customer's ability to repay the loan.
• Provide interactive feedback and clear communication throughout the audit process with the Underwriters, Funders, and their respective Managers.
• Regularly communicate and provide audit findings to the QC Supervisor.
• Provide updates, reporting and audit findings to internal workgroup(s), for review and mitigate major defects found, when applicable.
• Perform other duties as assigned in order to support the QC business unit

Account Manager

Appraisal Manager

QC Analyst