Home Lending Escrow Operations Vice President

About the role

Embark on a rewarding and challenging career as a Vice President Operations Manager II with our dynamic team. You'll have the opportunity to make a significant impact by supporting key initiatives and expanding your skills in a supportive and collaborative environment. As the Home Lending Escrow Operations Vice President within the Escrow Analysis department, you will oversee the completion of the monthly escrow analysis statements for our valued customers. You will demonstrate strategic thought leadership and delivery of best practices, leveraging your deep understanding of Escrow functions and strong operational knowledge to make informed decisions.

Responsibilities

• Manage highly regulated, high-volume back-office functions.
• Ensure federal obligations are met to deliver an annual Escrow Analysis summary statement.
• Create an environment that promotes transparency, accountability, and a motivated team.
• Provide daily oversight and interface with product and statement teams, focusing on customer experience, timeliness, efficiency, and controls.
• Adhere to all customer SLAs, both external and internal.
• Interface regularly with key control partners and own audit/compliance review results for all functions in Escrow Analysis.
• Responsible for capacity planning, productivity targets, headcount management, and all other budget obligations for the Escrow Analysis organization.
• Oversee escalations related to customer complaints, tax sales, and other matters.
• Partner with leaders across the organization to develop and implement customer-oriented and controlled solutions to complex problems facing the operation.

Requirements

• Minimum of five years in large-scale Operations management roles.
• Strong knowledge of mortgage servicing and escrow operations.
• Experience building strong relationships with internal and external clients, as well as vendors, facilitating successful achievement of goals.
• Ability to create and achieve a desired future state vision through influence on group and individual goals, reinforcements, and systems.
• Excellent written and oral communication skills.
• Able to recruit, retain, and develop best-in-class industry leaders, aligned with Mortgage Banking's employee engagement culture.
• Proven ability to innovate, lead, and execute at all levels of management.
• Ability to manage through large-scale change.
• Minimal travel required.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits, and cities grow, delivering solutions to solve all their financial needs.

Benefits

• Competitive total rewards package including base salary determined based on the role, experience, skill set, and location.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

About The Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions—all while ranking first in customer satisfaction.