Escrow and Call Servicing Supervisor

1 week ago

Ionia, United States Independent Bank Corporation Full time

Be Proud, Be You, Be Independent

Are you a skilled Loan Servicing professional with experience in Escrow Operations, Call Center Management, and Supervision looking to take the next step in your career? If so, we need you

At Independent Bank we promote a culture that encourages professional growth and embraces the collective sum of your individual differences, life experiences, knowledge, innovation, self-expression, unique capabilities and talent. We value diversity of thought, ideas, and background. Our inclusive and collaborative culture helps us find the best solutions to meet the needs of our clients and company.

About the Job:

As the Escrow and Call Servicing Supervisor, you will be responsible for overseeing the daily operations of the escrow team and the loan servicing call center. We're seeking a dynamic leader with excellent organizational, communication, and problem-solving skills. In this role, you will ensure exceptional customer service, regulatory compliance, and efficient processing of escrow functions while effectively managing call center operations to maximize customer satisfaction and operational efficiency.

Why You Should Apply:

* Competitive compensation package.
* Accommodating and flexible paid time off.
* A knowledgeable, goal-driven, and exciting team of colleagues.
* Exposure to different areas of banking and the ability to work with leaders within the industry.
* Community-focused events and volunteer opportunities.

What You Will Do:

Leadership & Supervision:

* Supervise and provide guidance to the escrow and call center staff.
* Conduct regular team meetings to share updates, objectives, and motivational sessions.
* Monitor performance metrics and provide feedback and coaching to team members.

Escrow Operations:

* Oversee the accurate and timely processing of escrow transactions including payments, disbursements, and account reconciliations.
* Act in a leadership role for annual escrow analysis process
* Manage vendor relationships for outsourced services
* Ensure all escrow activities comply with regulatory standards and company policies.
* Resolve complex escrow issues and escalate to senior management when necessary.

Call Center Operations:

* Manage daily operations of the call center, ensuring customer inquiries and issues are addressed promptly.
* Implement strategies to improve first-call resolution, reducing call handling times without compromising customer satisfaction.
* Regularly review call center metrics and adjust staffing levels to meet operational demands.

Customer Service Excellence:

* Promote a customer-focused culture within the team, ensuring all interactions are courteous, professional, and resolved in a timely manner.
* Handle escalated customer service issues and work towards efficient and effective resolution.
* Develop and implement training programs to enhance customer service skills across the team.

Compliance & Risk Management:

* Ensure adherence to all relevant legal, regulatory, and company standards pertaining to escrow and call center operations.
* Conduct regular audits and risk assessments to identify and mitigate potential issues.

Other duties as assigned.

What We're Looking For:

* High School Diploma or equivalent.
* 5+ years of Escrow Operations experience.
* 5+ years of Call Center Management experience.
* 2+ years of supervisory experience.
* Proven leadership and team management skills.
* Strong understanding of escrow processes, regulations, and compliance requirements.
* Excellent communication, interpersonal, and customer service skills.
* Ability to analyze data, generate reports, and provide actionable insights.
* Proficient in using call center software and other relevant technology tools.
* Strong problem-solving capabilities.
* Ability to work under pressure and handle multiple tasks.
* Strong organizational skills and attention to detail.

Be Proud. Be YOU. Be Independent

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