Account Manager

Evergreen Home Loans Account ManagerAt Evergreen Home Loans®, we believe homeownership changes lives and we're passionate about helping people achieve it while creating a "WOW" experience along the way. Our mission is simple: deliver On Time and As Promised® service while changing the world one relationship at a time.We're looking for talented, customer-focused professionals who care as deeply about people, teamwork, and service excellence as we do.Evergreen has been recognized as one of the Puget Sound Business Journal's Best Places to Work multiple years running and has earned national recognition as a certified Great Place to Work®. Most recently, Evergreen was named one of the 2025 Fortune Best Workplaces in Financial Services & Insurance™.At Evergreen, our culture is built on integrity, family, growth, and fun. We believe that when associates feel supported, empowered, and inspired, they deliver extraordinary experiences for customers and business partners alike. When you join Evergreen, you become part of a collaborative, people-first organization that values creative thinking, professional growth, and meaningful relationships. We invest in our associates through leadership development, coaching, community involvement, and opportunities to grow your career while making a real impact.In return, you'll enjoy:A supportive and relationship-driven cultureCompetitive compensation and comprehensive benefits401(k) with company matchProfessional development and career growth opportunitiesA company committed to giving back to the communities we serveDiscover what's possible with Evergreen.Learn more about our culture and career opportunities at 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.Essential Duties and 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.Performance Expectations: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.Specific Skills/ Knowledge/ Abilities Required for Position: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.Physical Requirements: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.Compensation: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.Benefits and Perks: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.Evergreen is an equal opportunity employer and E-Verify employer. Housing Lender©2026 Evergreen Moneysource Mortgage Company® dba Evergreen Home Loans NMLS ID 3182. 15405 SE 37th Street, Suite 200 Bellevue, WA 98006 Equal Housing Lender. Trade/service marks are the property of Evergreen Home Loans. All rights reserved. AZ Mortgage Banker License #0910074; CA Licensed by the DFPI under the CRMLA #4130291; NV Mortgage Company License 4837; NJ Licensed by the N.J. Department of Banking and Insurance . Evergreen Home Loans does not represent HUD or FHA and the information provided here was not authored, approved, or endorsed by HUD or FHA. For individual and company license information visit Opportunity Employer This