Escrow and Insurance Operations Manager

2 weeks ago

Lincoln, Nebraska, United States West Gate Bank Full time

Position Overview: This full-time role entails overseeing the administration of tax and insurance payments, conducting escrow analyses, and managing the loss claim process for loans within the Residential Mortgage Servicing portfolio. The ideal candidate will identify business needs, propose actionable recommendations, and coordinate the implementation of necessary changes while fostering a collaborative team environment.

Key Responsibilities:

  • Direct the payment processes for taxes, homeowners, and flood insurance to prevent any lapses in coverage.
  • Ensure the accuracy of escrow analyses and compliance with established guidelines.
  • Manage the loss claim process, ensuring funds are handled according to protocols to mitigate potential financial risks.
  • Develop team members through regular feedback to enhance engagement and retention.
  • Promote a culture of compliance within the team, ensuring adherence to policies and procedures.
  • Identify and implement process improvements within the department to enhance efficiency while maintaining quality standards.
  • Recognize and manage risks within the department by implementing appropriate controls.
  • Oversee customer servicing staff to ensure effective and efficient daily operations.
  • Maintain a high standard of customer service.
  • Provide supervision and guidance to employees, managing their workflow, quality, and service expectations.
  • Review and update processes and procedures annually for compliance and operational adjustments.
  • Collaborate with other departments and external partners to resolve support-related issues.
  • Facilitate ongoing training, coaching, and team-building activities for staff.
  • Participate in personnel decisions, including hiring, terminations, and performance evaluations.
  • Manage employee time records and work assignments.
  • Engage in special projects as assigned by management.
  • Other duties as assigned.

Qualifications:

  • Proven ability to thrive in a team-oriented environment and effectively lead individuals.
  • Strong decision-making, organizational, and problem-solving skills.
  • Capability to manage multiple tasks and deadlines simultaneously.
  • Excellent verbal and written communication skills, maintaining a positive and professional demeanor.
  • Basic understanding of human resources policies and programs.

Work Direction: This position reports to the Senior Vice President of Mortgage Servicing.

Accountability: This role involves access to sensitive and confidential customer and staff information, requiring the utmost discretion.

Work Relationships: Regular interaction with internal and external customers is expected, necessitating clear and pleasant communication.

Supervisory Responsibilities: This position includes supervisory duties.

Equal Opportunity Employer: West Gate Bank is an equal opportunity employer, committed to diversity and inclusion.

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