Wholesale Key Account Team Lead -Houston, TX

The Wholesale Key Account Team Lead supports the Key Account Supervisor in overseeing the daily operations of the Key Account pod. This role is responsible for assisting with pipeline management, team coaching, and escalation support, while ensuring service levels, partner expectations, and compliance standards are consistently met.The Team Lead serves as a first line of support for team members and plays a critical role in maintaining workflow efficiency, resolving issues on pipeline files, and supporting strong partner relationships.Primary Job Duties: Provide day-to-day guidance, training, and support to Key Account Processors and CoordinatorsServe as the first point of contact for team questions, file scenarios, and process guidanceAssist with onboarding and training of new hiresReinforce expectations around pipeline ownership, SLAs, and reporting accuracyMonitor team pipelines to ensure timely follow-up, condition resolution, and loan progressionAssist team members with daily pipeline management and PTO coverageIdentify bottlenecks, aged loans, and at-risk files and take proactive actionSupport accurate pipeline tracking and reportingReview complex or escalated files and provide guidance or recommended solutionsEscalate high-risk files, conditions, or exceptions to the Supervisor as neededSubmit or assist with exception requests in accordance with company guidelinesHelp resolve underwriting and partner-related challenges before escalation to leadershipParticipate in partner calls as needed to support service levels and communicationAssist in managing relationships with key partners through timely updates and issue resolutionEnsure partner expectations are being met or escalated appropriatelyIdentify process gaps and recommend improvements to leadershipAssist in developing or refining job aids, tools, and workflowsSupport implementation of process updates across the teamSupport team collaboration, engagement, and communicationParticipate in team-building initiatives and morale efforts