Transaction Manager- Sales Escalations Liaison- Underwriting

Join Our Team! Transaction Manager (Sales Escalations Liaison – Underwriting) Pay Range: $57.69 – $62.50/hr Location: Remote | Schedule: Full-Time Preferred Candidates: West Coast & Central Time Zones Position Summary Are you a proactive problem-solver with a passion for keeping processes running smoothly? As our Transaction Manager, you will be the key liaison between Sales, Account Managers (and Brokers), and Underwriting. You’ll manage file-related escalations, triage issues, and resolve problems quickly—ensuring a seamless workflow and high-level service across the board. You’ll have Underwriting Manager-level authority within workflow boundaries and will rely on your deep knowledge of mortgage products, guidelines, and Encompass to make decisions efficiently. Your work will ensure files stay on track, escalations are handled promptly, and Sales/Broker partners feel supported and confident. Key Responsibilitie Escalation Intake, Triage & Resolution

• Be the first point of contact for Sales/Broker/Account Manager escalations.
• Vet and validate escalations for completeness, accuracy, and urgency.
• Determine the appropriate path:
• Quick-fix resolution by Transaction Manager
• Escalation to Underwriting for complex or policy-level decisions
• Resolve eligible escalations independently using your product knowledge, process expertise, and systems know-how.

Encompass Workflow & Milestone Management

• Navigate Encompass like a pro, moving loans through milestones and workflows efficiently.
• Identify and correct workflow issues preventing progress.
• Ensure milestones and file statuses reflect the true state of the loan for accurate reporting.

Underwriting Partnership & Feedback Loop

• Provide clear, concise recaps of escalations to Underwriting Managers:
• What happened and why
• Actions taken
• Remaining risks or follow-ups
• Ensure smooth handoffs when escalation moves to Underwriting, minimizing rework and turnaround time.
• Identify recurring escalation trends and collaborate on training opportunities and process improvements.

Communication & Stakeholder Management

• Communicate professionally with Sales/Brokers, even in high-pressure situations.
• Keep stakeholders updated, manage expectations, and close out escalations clearly.
• Maintain confidentiality and professionalism at all times.

Controls, Documentation & Continuous Improvement

• Track escalations with logs/tickets/notes to ensure complete documentation.
• Recommend process enhancements, job aids, and proactive solutions to prevent repeat issues.

Authority Level

• Operates with Underwriting Manager-level authority within defined workflow boundaries.
• Escalates issues requiring underwriting judgment, policy interpretation, or exception approval beyond established guidelines
• Required Qualifications
• Strong understanding of mortgage underwriting processes and end-to-end loan workflow.
• Expertise in Encompass milestone management and pipeline tracking.
• High-level product/guideline knowledge to resolve complex escalations efficiently.
• Excellent written and verbal communication skills with Sales/Brokers.
• Ability to work independently, prioritize rapidly, and make sound decisions under pressure.
• Preferred Qualifications
• Experience in underwriting, processing, closing, or mortgage operations handling escalations.
• Broker-facing experience managing sensitive or urgent service issues.
• Familiarity with process improvement, root cause analysis, and operational reporting.

Success Measures

• Escalations resolved independently without Underwriting rework
• Escalation turnaround time (first response & resolution)
• Quality of handoffs to Underwriting (clear recaps, complete documentation, minimal follow-ups)
• Sales/Broker satisfaction and reduction in repeat escalations
• Accuracy of milestone movement and pipeline status
• * Additional Information

Why You'll Love Working at theLender:

• Top Workplace – Voted by our employees for 6 years in a row.
• Fun, inclusive, and growth-minded company culture.
• Paid training through our "Account Executive University" program.

Comprehensive benefits package including medical, dental, vision, 401(k), gym reimbursement, and more Pay: $57.69 - $62.50 per hour Expected hours: 40.0 per week Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

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