JMAC Lending

Manage customer retention by maintaining communication with brokers and lenders and overseeing loan pipelines to expedite loan processing. | Requires 2+ years mortgage processing and account management experience, bachelor degree, strong communication and problem-solving skills, and LOS proficiency. | About JMAC Lending: At JMAC Lending, we pride ourselves on over 25 years of dedicated service. Our mission is to provide exceptional support and innovative solutions that empower our partners to thrive. We’re not just about meeting today’s market demands; we aim to be the preferred lender that clients turn to again and again. Our talented team boasts impressive credentials, continuously enhancing their skills through ongoing education, ensuring a perfect blend of knowledge and experience. Built on a foundation of the highest ethical standards, we are committed to delivering competitive product pricing with efficiency and precision for wholesale and correspondent lending. The Opportunity: The Account Manager position improves customer retention by ensuring brokers and lenders are satisfied with the loan process from submission to final disposition. The Account Manager maintains an open dialogue regarding loan files with Account Executives, Operations and JMAC’s customers. This is a Full-Time/Fully Remote opportunity with working hours from 8:00am-5:00pm in PST or EST time zones Monday-Friday offering competitive pay ranging from $28.84 to $34.61 per hour plus bonus. Job Duties & Responsibilities: 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. Additional related responsibilities: 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. Minimum of 2 years of relevant experience in mortgage processing and Account Management. Possess an Undergraduate Degree or equivalent professional experience. Outstanding oral and written communication abilities, particularly in conveying business concepts and demonstrating business value. Experience with Encompass is a bonus, along with proficiency in MS Word and MS Excel. Solid understanding of industry guidelines and policies. Adept with technological solutions, including but not limited to LOS, Pricing Engines, and Underwriting Engines. Exceptional phone etiquette; capable of delivering messages clearly and fostering quick rapport. Innovative problem-solver and decision-maker, with a strong track record of thinking creatively to find the best solutions for all parties involved. Detail-oriented, highly responsive, and driven with a robust sense of initiative. Skilled at juggling multiple priorities and tasks while maintaining composure under pressure. Ability to forge and nurture effective business relationships, both internally and externally. Strong problem-solving and conflict resolution skills; a genuine passion for client service is essential. Well-organized and accountable for achieving results. Resourceful and reliable. Comprehensive Health Care Plan (Medical, Dental & Vision) Life Insurance Options (Basic, Voluntary & Accidental Death & Dismemberment) Generous Paid Time Off (Including Vacation & Holidays) Robust Retirement Savings Plan (401k) Support for Short Term & Long Term Disability Family Leave Benefits Access to Wellness Resources JMAC Lending, Inc. is an Equal Employment Employer. We are committed to workforce diversity. Qualified applicants will receive consideration without regards to age, race, religion, sex, sexual orientation, gender identity or national origin. DISCLAIMER: JMAC Lending is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Assist customers with sales, refunds, and product information in a retail setting. | Basic math, customer service, retail sales experience, and familiarity with inventory and cash handling. | About JMAC Lending: With over 25 years of experience, JMAC Lending has been dedicated to enhancing the client experience through our cutting-edge products, outstanding service, and unwavering support. We are committed to empowering our partners and driving business growth together. Our culture is centered around exceeding current market options, making us the preferred lender for our clients. Our team boasts impressive credentials and engages in continuous learning, ensuring a perfect blend of knowledge and expertise. Built on a foundation of ethical integrity, our company efficiently and skillfully delivers competitive product pricing for both wholesale and correspondent lending, prioritizing our clients' needs. The Opportunity: The Appraisal Manager plays a pivotal role in steering appraisal operations, managing vendor relationships, and ensuring top-notch appraisal quality across all loan channels. This position is the key liaison with appraisal management companies (AMCs) and appraisers, responsible for tracking vendor performance metrics, overseeing appraisal-related policies, and acting as the go-to expert for resolving complex appraisal challenges. Collaborating closely with Underwriting leadership, the Senior Appraisal Support Specialist, and Appraisal Coordinators, the Appraisal Manager ensures that appraisal processes remain compliant, efficient, and in line with investor and regulatory standards. Additionally, this role partners with internal technology teams to enhance and streamline appraisal management systems, including Mercury Network. This is a Full-Time/Fully Remote opportunity with working hours from 8:00am-5:00pm in any US time zone Monday-Friday offering competitive pay ranging from $29.00 to $34.00 per hour. Key Responsibilities: AMC & Vendor Management • 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.. Appraisal Quality & Review Oversight • 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. Policy Ownership & Compliance • Craft, refine, and uphold policies, procedures, and resources related to appraisals. • Guarantee adherence to Appraisal Independence Requirements (AIR), ECOA Valuations Rule, USPAP, and the guidelines set forth by investors such as FNMA, FHLMC, FHA, and VA. • Assist in internal audits, investor assessments, and regulatory reviews concerning appraisals. • Keep a close eye on regulatory shifts and investor updates, making necessary adjustments to our processes or policies as required. Operational Leadership & Collaboration • Lead and mentor the Sr. Appraisal Support Specialist and Appraisal Coordinators by providing clear direction on appraisal workflows and priorities. • Work closely with the Sr. Appraisal Support Specialist to ensure that all administrative appraisal desk tasks are performed accurately and within designated service level agreements (SLAs). • Act as a primary point of contact for addressing any operational, quality, or compliance concerns related to appraisals. • Engage collaboratively with teams from Sales, Operations, Compliance, and Post-Closing as the need arises. Technology & System Management • Act as the key business owner for our appraisal management systems, including the Mercury Network. • Collaborate closely with the Applications/IT team to manage system configurations, drive improvements, integrate vendors, and troubleshoot any issues that arise. • Guarantee that system workflows are in perfect harmony with appraisal policies, compliance requirements, and operational needs. • Engage actively in the testing and rollout of updates or enhancements related to our appraisal systems. Reporting & Analytics • Create and assess appraisal performance reports, encompassing vendor scorecards, turnaround times, aging pipelines, and quality metrics. • Examine trends and uncover opportunities to enhance vendor performance and improve processes. • Deliver consistent reports and valuable insights to senior leadership. Requirements Experience • 7+ years of mortgage industry experience with a strong focus on appraisal operations. • Prior experience managing AMCs, appraisers, or vendor relationships required. • Experience working closely with underwriting teams on appraisal-related decisions. • Prior leadership or supervisory experience preferred (direct or indirect). Technical & Regulatory Knowledge • Strong working knowledge of: • * USPAP • Appraisal Independence Requirements (AIR) • ECOA Valuations Rule • FNMA, FHLMC, FHA, and VA appraisal guidelines • Ability to review and interpret appraisal reports and appraisal forms (e.g., 1004, 1025, 1073, 2055, etc.). • Proficiency with appraisal management platforms (Mercury Network strongly preferred). • Experience with loan origination systems (e.g., Encompass). Skills • Strong vendor management and negotiation skills. • Excellent analytical and reporting capabilities. • Ability to manage escalations and make sound decisions in high-risk scenarios. • Strong communication skills with the ability to influence across departments. • High attention to detail and quality-focused mindset. Benefits • Comprehensive Health Care Package (Medical, Dental & Vision) • Life Insurance Options (Basic, Voluntary & AD&D) • Generous Paid Time Off (Vacation & Holidays) • Retirement Savings Plan (401k) • Short-Term & Long-Term Disability Coverage • Family Leave Benefits • Wellness Support Resources JMAC Lending, Inc. is an Equal Employment Employer. We are committed to workforce diversity. Qualified applicants will receive consideration without regards to age, race, religion, sex, sexual orientation, gender identity or national origin. DISCLAIMER: JMAC Lending is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.