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Escrow Manager

2 months ago

San Diego, California, United States Guild Full time
Job Summary

The Escrow Manager plays a pivotal role in the organization by overseeing various activities related to the company's Escrow functions. This position is responsible for monitoring the day-to-day productivity of direct reports and ensuring department efficiency in areas such as File Room, Tax, PMI/MIP, and Escrow departments.

Key Responsibilities
  • Monitor metrics, volumes, and quality to maximize productivity, efficiency, investor compliance, and service levels for area(s) under management.
  • Develop and deliver training that encompasses changes, improvements, and other information related to investor rules and regulations, compliance criteria, internal policy and guidelines, and Escrow best practices.
  • Perform Quality Monitoring reviews on Escrow and File Room tasks to ensure compliance with agreed upon standards, as well as state and investor guidelines; provide coaching and recognition based on review findings.
  • Manage and implement department projects that encompass improvements and modifications to current processes.
  • Respond to escalated issues that cannot be resolved by direct reports; track issues in the system until closed, and identify trends in order to implement solutions.
  • Role model and coach direct reports on how to properly explore, analyze, and respond to issues and concerns via phone and through written correspondence.
  • Communicate with other departments and management to resolve problems and expedite work.
  • Provide strategic input and status updates to senior leadership when necessary.
  • Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.
  • Interpret and communicate work procedures and company policies to staff.
  • Analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others.
Requirements
  • High school diploma or equivalent required; Bachelor's degree preferred, along with six or more total years recent experience in mortgage loan servicing in a high-volume call and/or item processing center, with at least three of those years in a supervisory/lead role.
  • Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
  • Knowledge of Standard Operating Procedures, CFPB, RESPA, FCRA and FDCPA preferred.
  • Excellent verbal and written communication skills required.
  • Passionate about delivering excellence within a team environment.
  • Ability to analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others.
  • Strong interpersonal and problem-solving skills.
  • Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
  • Intermediate math skills required.
  • Proficiency with data entry, Microsoft Word, Excel, PowerPoint, and Outlook required.
  • Familiarity with document retention software; Blitzdoc preferred.
  • Ethical, with a commitment to company values.
Supervision
  • Low to intermittent supervision, depending on experience.
  • Apply sound judgment and thinks critically about the downstream impacts of changes on processes and systems that impact department and company policies and protocol.
  • Travel: 0%.
  • Directly supervises employees; hire, fire, train, coach, discipline, and exit team members.
Requirements
  • Physical: Work is primarily sedentary; mobility in an office setting.
  • Manual Dexterity: Frequent use of computer keyboard and mouse.
  • Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio, e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
  • Environmental: Office environment - no substantial exposure to adverse environmental conditions.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package, including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

Targeted Salary Range: $67,704 - $92,100 annually

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location.

REQ#: ESCRO016486