Escrow Manager - Payments

Responsibilities

• Prepare, review and approve financial transactions for escrow settlement
• Oversee and manage the daily payment operations, ensuring escrow processes are accurate, efficient and compliant
• Serve as the primary point of contact with external banking institutions, resolving complex payment processing issues and maintaining strong banking relationships
• Maintain deep knowledge of banking processes, payment rails, and transaction formats including wire, ACH, check, SWIFT, IBAN, and real-time payment systems (Zelle, FedNow, RTP)
• Ensure compliance with all DFPI regulations and escrow laws, including maintenance of proper books, records, and accounts as required by legal regulations governing escrow transactions and services
• Hold an active Escrow Manager License issued by DFPI or obtain licensure within the required timeframe
• Develop and implement process improvements to enhance efficiency, reduce risk, and improve customer experience in payment operations
• Manage escalated customer inquiries and complex transaction issues, providing exceptional service while maintaining security protocols
• Collaborate with cross-functional teams including Compliance, Risk, Legal, and Product to ensure seamless operations across the business
• Monitor key performance indicators and operational metrics, preparing regular reports for senior leadership
• Lead initiatives to scale payment operations in line with business growth
• Payments In: Oversee the reconciliation of inbound payments with created transactions, ensuring accuracy and timeliness
• Supervise customer communication processes for payment issues, ensuring prompt resolution
• Supervise anti-fraud procedures and controls, utilizing internal reporting systems and industry best practices
• Review and approve exceptions to standard payment processing procedures
• Payments Out: Oversee the review and release of escrow funds, ensuring all conditions are met and proper controls are in place
• Supervise the disbursement process according to transaction terms and seller preferences
• Avoid errors in the disbursement process, ensuring accurate reconciliation of outbound payments with closed escrow transactions
• Manage escalated client inquiries and complex disbursement scenarios

Requirements

• Bachelor's degree in Accounting, Finance, Business, or a related field from an accredited college or university
• Minimum 5 years of progressive experience in escrow operations, payments, or financial services, with at least 2 years in a supervisory or management capacity
• Must hold or be eligible to obtain an Escrow Manager License through DFPI (Department of Financial Protection and Innovation)
• Comprehensive knowledge of legal regulations governing escrow transactions and services, including DFPI requirements
• Demonstrated experience managing accounting-related functions, including maintaining books, records, and accounts as required by regulatory bodies
• Strong understanding of payment processing systems, banking operations, and reconciliation processes
• Experience with domestic and international payment methods (wire, ACH, check, SWIFT, IBAN) and real-time payment systems (Zelle, FedNow, RTP) preferred
• Proven track record of team management, including hiring, training, and performance management
• Excellent analytical and problem-solving skills with keen attention to detail
• Strong communication skills with ability to engage effectively with internal teams, external partners, and customers
• Willingness to work flexible hours when necessary to support business needs
• Exceptional personal and customer service skills
• Positive, enthusiastic, and hands-on approach with a strong work ethic
• Ability to thrive in a fast-paced, multitasking environment while maintaining accuracy and compliance