Mgr, Escrow Branch-CA

About the role

The Escrow Branch Manager will set goals that align with the organization’s objectives by focusing on efficiency, accuracy, and customer satisfaction. The manager will use discretion, knowledge, expertise, and experience to establish clear targets to streamline the settlement process, ensuring 100% compliance with legal and regulatory requirements while creating a structured environment where both individual performance and company objectives are met seamlessly.

Responsibilities

• Collaborate with the team to ensure each transaction supports the broader goals of the organization, maintaining trust with clients, meeting financial targets, and enhancing the company’s reputation in the real estate industry.
• Ensure team members follow escrow processes and proper procedures, monitoring progress, reviewing work for accuracy, and implementing a systematic approach to oversee each stage of the transaction.
• Delegate and assign tasks to team members to maximize their strengths, skills, and workload, including assigning escrow files and overseeing transactions from start to completion.
• Supervise the progress and work quality of team members, fostering a positive work environment built on respect, transparency, and collaboration.
• Act as the escrow branch liaison between the company, loan officers, processors, agents, title company representatives, and clients to close escrow files in a timely manner.
• Ensure quality control on all escrow files while providing continuing updates to all parties, and ensure compliance with Escrow Law and fiduciary responsibilities.
• Oversee daily and monthly banking reconciliation and procedures to comply with company, state, and federal rules and regulations.
• Ensure accuracy and proper accounting of escrow funds, lender packages, recording packages, and branch packages.
• Safeguard all company and branch proprietary, sensitive, and confidential information.
• Review relevant documents, communications, and details to identify discrepancies, delays, or issues during the settlement process and resolve them.
• Analyze and resolve issues arising from the closing of escrow transactions.
• Respond to branch-level customer inquiries and complaints promptly and professionally.
• Review and analyze profit and loss statements for accuracy, identifying and implementing opportunities for improvement.
• Generate management reports, including projection reports, fee reports, and other designated reports for analysis.
• Provide input and recommendations into the budget process as needed.
• Lead the branch to meet targets and ensure compliance with the Department of Financial Protection and Innovation (DFPI).
• Provide regular documented constructive feedback to team members to help them understand their strengths and areas for improvement.
• Monitor and document staff performance to ensure compliance with escrow laws and company procedures while maintaining high-level customer service.
• Provide coaching and managerial guidance to prevent errors, establish quality control, and document achievements and areas requiring improvement.
• Oversee training and development of team members, encouraging continuous learning through escrow-specific educational meetings.
• Mentor and coach employees by sharing experience, advice, and strategies to help them navigate challenges and grow in their careers.
• Document performance issues, set clear goals and expectations, and manage employee performance.
• Promote a positive, inclusive, and open work culture where employees feel comfortable expressing ideas and taking ownership of duties.
• Assess, monitor, and maintain staff for the branch, including company floaters and temporary workers.
• Interview, select, and hire staff, perform annual evaluations, and make salary recommendations.
• Track staff scheduled and unscheduled PTO, monitor attendance, and enforce wage and hour policies, including meal breaks, rest breaks, overtime, and PTO.
• Enforce policies relating to harassment, discrimination, and retaliation, and document all personnel issues, including attendance, performance, and complaints.
• Collaborate with HR on performance-related items and follow through on the disciplinary or interactive process if applicable.
• Attend sales meetings, real estate events, company events, and escrow meetings, interacting with lending and banking institutions.
• Develop a strong reputation for knowledge-based value-add in the local area, driving company escrow usage by agents through marketing and education.
• Identify and manage fulfillment of customer requirements, teaming with regional sales representatives to target new business.
• Enhance job knowledge and abilities through professional development and training, staying current with escrow laws and interpretations.
• Perform other duties as needed to fulfill the purpose of the job.

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed, achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers, and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities.
• Take personal initiative for technical and professional development.
• Follow company HR policies, the Code of Business Conduct, and all subsidiary and department policies and procedures.

Requirements

• Bachelor’s degree in business administration or related field; or equivalent work experience and knowledge.
• 4+ years’ experience as an Escrow Officer.
• 2+ years’ personnel management/supervisory experience.
• Approval from the Department of Financial Protection and Innovation (DFPI) and Escrow Agents Fidelity Corporation (EAFC).

Skills

• Effective analytical, problem-solving, and decision-making skills.
• Self-motivated, organized, detail-oriented with a strong aptitude for figures.
• Strong computer skills; proficient in Microsoft Office products, including Outlook, Word, and Excel.
• Excellent oral and written communication skills with strong presentation skills.
• Effective interpersonal skills and leadership abilities with a strong customer-service focus.
• Project management skills; ability to prioritize and handle multiple tasks and projects concurrently under deadline pressure.
• Knowledge of real estate, title, and/or mortgage business strongly preferred.

Pay

$85,000.00 - $89,000.00 annually; actual wage is based upon education and experience. Potential for formulary incentive plan, based on financial results.

Benefits

• Medical, Health Savings Account, Dental, and Vision insurance.
• Life Insurance.
• Paid Vacation (PTO).
• 401(k) with employer match.
• Flexible Spending Account.
• Employee Assistance Program (EAP).