Escrow Coordinator

About the role

We are seeking a meticulous and analytical individual to join our team as an Escrow Coordinator. The ideal candidate will have a keen eye for detail, exceptional analytical skills, and a thorough understanding of escrow loan servicing processes, particularly in handling high-risk accounts. As the main human quality control, you will play a critical role in ensuring accurate payments and mitigating risks associated with loan servicing. This role supports the Escrow Leadership team and contributes to process improvement within the Escrow Operations department.

Responsibilities

• Research and Quality Oversight (60%)
  • Quality Evaluation: Serve as the primary point of contact for human quality control, ensuring all loan payments are processed accurately and in compliance with company policies and regulatory requirements.
  • Payment Accuracy Analysis: Analyze payment data and account transactions to identify discrepancies, errors, or irregularities. Investigate root causes and implement corrective actions to prevent recurrence.
  • Decision Making: Make informed decisions regarding payment processing, including adjustments, corrections, and exceptions handling. Exercise judgment to resolve complex issues and escalate matters as necessary.
  • Documentation and Reporting: Maintain comprehensive documentation of quality control activities, payment discrepancies, and resolution outcomes.
• Client/Escalation Support (20%)
  • Conduct thorough investigations into the root cause of escalations. Review relevant documents, data, and procedures to understand issues and develop resolution plans.
  • Develop and implement temporary fixes and long-term solutions to address escalations, including further escalation to regulatory agencies or legal authorities if necessary.
  • Proactively address inquiries, rectify errors, and reconcile discrepancies to uphold accuracy and quality standards, fostering trust and satisfaction among stakeholders.
  • Maintain high accessibility and responsiveness across communication channels (email, phone, messaging) to address inquiries and facilitate collaboration.
  • Demonstrate flexibility by undertaking additional responsibilities and tasks as assigned.
• Other Workload Support (20%)
  • Act as a mentor and resource for colleagues within the Escrow Operations Department, providing guidance, training, and support.
  • Consistently meet or exceed productivity goals to contribute to departmental success.
  • Identify discrepancies and opportunities for improvement in client loan data and insurance data processing; communicate findings and collaborate on solutions.
  • Lead special projects assigned by supervisors, leveraging expertise to drive efficiency and effectiveness.
  • Innovate and implement strategies to streamline processes and optimize outcomes using data analysis techniques.
  • Proactively assist team members with their workload to ensure smooth operations and timely task completion.
  • Perform other assigned duties.

Requirements

• Education: High School Diploma or GED required. Bachelor’s degree, Associate’s degree, or Vocational/Technical School training/degree preferred.
• Experience: 2-3 years of directly related experience required.

Skills

• Analytical Skills: Strong analytical abilities for thorough review and analysis of loan files and data.
• Communication Skills: Excellent verbal and written communication skills for presenting findings and resolving issues.
• Attention to Detail: Keen attention to detail and commitment to accuracy in verifying and updating information.
• Independence and Initiative: Ability to work independently with minimal supervision and proactively address tasks.
• Computer Proficiency: Proficiency in using computer systems and conducting web inquiries.
• Regulatory Knowledge: Solid understanding of escrow servicing regulations and compliance requirements.
• Mentorship Skills: Ability to mentor and support team members, fostering a collaborative environment.

Benefits

• Medical, dental, and vision insurance coverage.
• 100% company-paid life and disability coverage.
• 401k options with company match.
• Three weeks PTO by the end of the first year.
• Career growth opportunities, including internal promotions and diverse career paths within the organization.