Mgr, Escrow Branch-CA

Purpose of Job
The Escrow Branch Manager will set goals that align with an 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 as well as creating a structured environment for employees where both individual performance and company objectives are met seamlessly.

Job Duties and Responsibilities ( Essential Job Functions)
Escrow Branch General Management
• Collaborate with the team to ensure that each transaction supports the broader goals of the organization.
• Maintain a high level of trust with clients, meet financial targets, and enhance the reputation of the company in the real estate industry.
• Ensure company’s team members follow escrow processes and proper procedures.
• Monitor progress, review work for accuracy, and implement a systematic approach to oversee each stage of the transaction.
• Ensure company’s escrow processes and procedures are executed with accuracy and within company standards.
• Uphold company’s standards and minimizes risks.
• Delegate and assign tasks to team members to maximize their strengths, skills, and workload.
• Assign escrow files as they are received using independent judgement and discretion while overseeing transactions from start through completion.
• Monitor progress, reviews all work, and implement a systematic approach to oversee each stage of the settlement process to ensure that all information is correct and compliant with legal and contractual requirements.
• Supervise the progress and work quality of team members.
• Create a positive work environment by fostering a culture of respect, transparency, and collaboration within the company and conveying that reputation to the larger community.
• Oversee branch communications between company and all involved parties to ensure escrows are closed in complete compliance with Escrow Law and as the Fiduciary.
• Act as 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.
• Ensure daily and monthly banking reconciliation and procedures 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, communication, and details to identify discrepancies, delays, or issues that may arise during the settlement process.
• Identify and resolve any or all discrepancies, delays, or issues that may arise during the settlement process.
• Analyze and resolve all issues that may arise from the closing of escrow transactions for the escrow branch.
• Respond to branch level customer inquiries and complaints in a prompt and professional manner.
• Review and analyze profit and loss statements for accuracy and identifies and implements opportunities for improvement.
• Generate management reports, including projection reports, fee reports and other designated reports pertaining to the branch as tools for analysis.
• Provide accurate input and recommendations into the budget process as needed. Lead branch to meet targets.
• Ensures compliance with Department of Financial Protection and Innovation (DFPI).

Additional Essential Job Functions and Duties Relating to Personnel Management
• Provide regular documented constructive feedback to all branch team members to help them to understand their strengths and areas of improvement and motivate them to grow in their roles.
• Monitor and document performance of staff members to ensure accuracy and compliance with all escrow laws and company procedures are being met while providing a high-level of customer service.
• Provide coaching and managerial guidance for team members to ensure that potential errors are caught early, thus preventing delays or complications, and establishing quality control while regularly documenting achievements as well as areas requiring improvement.
• Provide and oversee training and development of team members encouraging continuous learning and development by training and facilitating escrow-specific educational and informational meetings.
• Mentor and coach employees by sharing experience, advice and strategies to help them navigate challenges and grow in their careers.
• Document any performance issues and manages employee performance by setting clear goals and expectations.
• Promote a positive work environment by creating a supportive, inclusive, open culture where employees feel comfortable expressing ideas, asking questions and taking ownership of duties instilling confidence.
• 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 overall attendance.
• Supervise, oversee, and train non-exempt employees of all applicable wage and hour policies, including but not limited to those relating to clocking in and out, meal breaks, rest breaks, overtime, and PTO.
• Enforce and remind employees under their supervision of policies relating to harassment, discrimination, and retaliation as set forth in the HR Policy.
• Document all issues with personnel, to include those relating to attendance, performance, complaints of harassment/discrimination/hostile work environment, and accommodation.
• Collaborate with HR on performance-related items and continue to work with HR through the disciplinary or interactive process, if applicable.
• Follow-up to ensure resolution of any employee complaints relating to employees under their supervision.

Essential Management Responsibilities
• Attends sales meetings, real estate events, company events, and escrow meetings, while interacting with Escrow Branch Manager lending and banking institutions.
• Create and develop a strong reputation of knowledge-based value-add in the local area and excellence at communication while providing a high level of customer service and satisfaction the team.
• Develop marketing plan/materials or education for presentation during the meetings to drive company escrow usage by agents.
• Identify and manage fulfillment of customer requirements.
• Team with regional sales representative to identify new business targets and plans to bring in this business.
• Enhance job knowledge and abilities by taking personal responsibility for professional development and training. Stay 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 the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

Qualifications
Education :
• Bachelor’s degree in business administration or related field; or equivalent work experience and knowledge.

Experience :
• 4+ years’ experience as an Escrow Officer.
• 2+ years’ personnel management/supervisory experience.

Knowledge and Skills :
• Effective analytical, problem-solving, and decision-making skills; initiative and attention to detail.
• 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.

Other (licenses, certifications, schedule flexibility/OT, travel, etc.):
• Position will require approval from the Department of Financial Protection and Innovation (DFPI) and EAFC (Escrow Agents Fidelity Corporation).

Wage: $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: Full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)

Equal Opportunity Employer