Escrow Coordinator

Position Summary

The Escrow Coordinator supports the efficient administration and continuous improvement of BrightShore's escrow operations by coordinating activities related to property taxes, hazard insurance, flood insurance, mortgage insurance, escrow analysis, and vendor management. This position serves as a key operational resource responsible for analyzing escrow data, identifying process improvement opportunities, supporting automation initiatives, and ensuring escrow activities are performed accurately, efficiently, and in compliance with investor, agency, and regulatory requirements.

The Escrow Coordinator partners with internal departments, third-party vendors, technology teams, and servicing operations to monitor operational performance, resolve complex exceptions, validate data integrity, improve workflows, and implement scalable solutions that enhance the borrower and client experience. This role performs detailed analysis of escrow processes, evaluates operational trends, investigates root causes of recurring issues, and develops recommendations that improve accuracy, reduce manual effort, and strengthen operational controls.

Working closely with Escrow Operations, Loan Administration, Cashiering, Default Operations, Compliance, Automation, Client Experience, Investor Reporting, and external vendors, the Escrow Coordinator assists with process development, testing, system enhancements, reporting, quality assurance, and operational projects supporting all aspects of escrow administration. The position also supports the implementation of automation, artificial intelligence, and technology solutions that improve efficiency while maintaining exceptional service quality and regulatory compliance.

Success in this role requires strong analytical skills, exceptional attention to detail, intellectual curiosity, and a passion for continuous improvement. Through data-driven decision making, collaborative problem solving, and innovative thinking, the Escrow Coordinator helps strengthen BrightShore's escrow operations while reinforcing the company's commitment to Leadership, Raving Fans, Transparency, High Performance, and Tenacity.

Core Competencies:

• Demonstrates a strong understanding of mortgage servicing escrow operations, including property taxes, hazard insurance, flood insurance, mortgage insurance, escrow analyses, and investor servicing requirements
• Demonstrates exceptional analytical skills with the ability to identify operational trends, investigate root causes, analyze large data sets, and develop practical solutions that improve efficiency and accuracy
• Maintains exceptional attention to detail while reviewing escrow transactions, vendor activity, escrow balances, payment exceptions, and servicing system data
• Demonstrates proficiency in analyzing operational workflows and recommending process improvements that reduce manual effort, strengthen controls, and improve the borrower and client experience
• Partners effectively with internal departments, technology teams, and third-party vendors to resolve operational issues, improve service delivery, and support strategic initiatives
• Demonstrates working knowledge of escrow regulations, agency guidelines, investor requirements, and servicing best practices applicable to escrow administration
• Leverages technology, automation, artificial intelligence, reporting tools, and system capabilities to improve operational performance, data integrity, and processing efficiency
• Demonstrates strong problem-solving skills by researching complex escrow issues, evaluating alternatives, and implementing effective corrective actions
• Maintains a detailed and disciplined approach to data validation, reconciliation, quality assurance, and operational controls to ensure the accuracy of escrow-related information
• Demonstrates excellent organizational and project management skills while coordinating multiple priorities, operational initiatives, vendor relationships, and departmental projects
• Communicates effectively with borrowers, clients, vendors, investors, regulatory agencies, and internal business partners while maintaining professionalism and exceptional customer service
• Demonstrates intellectual curiosity by continuously evaluating emerging technologies, industry trends, automation opportunities, and innovative solutions that enhance escrow operations
• Demonstrates a passion for continuous improvement by proactively challenging existing processes, identifying inefficiencies, and recommending innovative solutions that improve operational effectiveness, scalability, and the borrower experience
• Demonstrates systems thinking by understanding how escrow operations interact with Loan Administration, Cashiering, Default Operations, Investor Reporting, Client Experience, Compliance, and Automation to deliver a seamless servicing experience
• Maintains comprehensive documentation supporting operational procedures, testing activities, process improvements, vendor performance, and project implementation
• Demonstrates adaptability while supporting changing business needs, technology enhancements, regulatory updates, investor requirements, and continuous operational improvement initiatives
• Upholds BrightShore's pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity through accountability, innovation, collaboration, and a commitment to operational excellence

Supervisor Responsibilities (if applicable):

• N/A

Duties/Responsibilities

• Analyze and support all aspects of escrow administration, including property taxes, hazard insurance, flood insurance, mortgage insurance, escrow analyses, escrow shortages, surpluses, deficiencies, and related servicing activities
• Monitor escrow operational performance by analyzing key performance indicators, production metrics, exception reports, aging reports, and operational trends to identify opportunities for improvement
• Research complex escrow issues, investigate root causes, and develop recommendations that improve operational efficiency, accuracy, scalability, and borrower experience
• Partner with internal departments to resolve escrow-related issues while ensuring compliance with investor, agency, regulatory, and company requirements
• Collaborate with third-party vendors, taxing authorities, insurance carriers, mortgage insurance providers, and escrow service providers to resolve operational issues, improve service delivery, and strengthen business relationships
• Perform detailed data analysis and reconciliation activities to validate escrow balances, disbursements, payment activity, insurance coverage, tax information, and servicing system accuracy
• Support escrow analysis activities by reviewing calculation results, identifying exceptions, validating system outputs, and assisting with operational improvements
• Participate in user acceptance testing (UAT), system enhancements, automation initiatives, and technology implementations impacting escrow operations
• Assist with the implementation, testing, and ongoing optimization of artificial intelligence, robotic process automation (RPA), OCR technologies, workflow automation, and other technology solutions supporting escrow operations
• Develop reports, dashboards, and analytical tools to provide visibility into operational performance, vendor quality, exception trends, and process effectiveness
• Monitor vendor performance, service level agreements (SLAs), quality metrics, turnaround times, and operational results while recommending improvements and assisting with issue resolution
• Support the development, documentation, and continuous improvement of escrow policies, procedures, workflows, job aids, and operational standards
• Coordinate with Automation, Compliance, Loan Administration, Cashiering, Investor Reporting, Default Operations, and Client Experience to implement process improvements and ensure operational readiness
• Review servicing system data for accuracy, identify inconsistencies, validate corrections, and ensure escrow information is accurately reflected throughout servicing platforms
• Assist with internal audits, quality control reviews, investor examinations, regulatory reviews, and operational assessments by gathering documentation, performing analysis, and supporting corrective action initiatives
• Identify operational risks, recurring exceptions, and process gaps while recommending practical solutions that strengthen controls and improve servicing quality
• Stay current on regulatory requirements, investor guidelines, escrow best practices, emerging technologies, and industry trends affecting escrow administration
• Maintain accurate documentation supporting projects, testing activities, operational analysis, vendor management, and process improvement initiatives
• Promote a culture of innovation by identifying opportunities to simplify workflows, eliminate waste, improve automation, and enhance the borrower and client experience
• Serve as a catalyst for continuous improvement by challenging existing processes, identifying inefficiencies, and partnering with leadership to implement innovative operational solutions
• Analyze recurring borrower contacts, complaints, and operational exceptions related to escrow activities to identify trends and recommend process, communication, or system improvements that reduce future inquiries and enhance the servicing experience
• Partner with technology teams to evaluate, test, and implement automation, artificial intelligence, predictive analytics, and system enhancements that improve escrow operations while maintaining compliance, quality, and operational integrity
• Perform additional duties and special projects as assigned in support of BrightShore's escrow operations, operational excellence, and continuous improvement initiatives

Education, Experience and /or Skills

• Associate's or bachelor's degree in Business Administration, Finance, Accounting, Mortgage Banking, Data Analytics, Information Systems, or a related field preferred; equivalent combination of education and relevant experience will be considered
• Minimum of 2 years of experience in mortgage servicing, escrow administration, insurance, tax servicing, mortgage insurance, operations, quality assurance, business analysis, or a related field preferred
• Working knowledge of mortgage servicing escrow functions, including escrow analyses, property taxes, hazard insurance, flood insurance, mortgage insurance, investor requirements, and applicable servicing regulations preferred
• Experience analyzing operational data, identifying trends, researching exceptions, and developing process improvements that enhance operational efficiency and service quality
• Strong analytical and problem-solving skills with the ability to investigate complex issues, determine root causes, and implement practical, sustainable solutions
• Experience working with mortgage servicing platforms such as FICS Mortgage Servicer, MSP, or similar servicing systems preferred
• Proficiency with Microsoft Office applications, including advanced Microsoft Excel skills utilizing formulas, pivot tables, lookups, filtering, reconciliation, and data analysis; experience with Power BI, SQL, reporting platforms, or other analytical tools is highly desirable
• Experience participating in user acceptance testing (UAT), system implementations, workflow improvements, automation initiatives, or technology enhancement projects preferred
• Familiarity with automation technologies, artificial intelligence, robotic process automation (RPA), workflow platforms, OCR solutions, or digital process improvement initiatives is preferred
• Experience working with third-party vendors, insurance carriers, taxing authorities, mortgage insurance companies, or escrow service providers preferred
• Excellent written and verbal communication skills with the ability to effectively collaborate across departments and communicate operational recommendations clearly
• Demonstrated ability to manage multiple priorities, projects, deadlines, and operational initiatives while maintaining exceptional attention to detail and accuracy
• Ability to exercise sound judgment, maintain confidentiality, and make informed decisions while balancing operational efficiency, borrower experience, regulatory compliance, and investor requirements
• Demonstrated commitment to continuous learning and maintaining knowledge of evolving escrow regulations, investor guidelines, servicing technologies, automation tools, and industry best practices
• Demonstrated intellectual curiosity with a passion for understanding operational processes, identifying inefficiencies, and continuously improving the way escrow services are delivered through technology, data analysis, and innovation
• Demonstrated ability to view escrow operations holistically by understanding the relationship between servicing systems, borrowers, vendors, investor requirements, regulatory obligations, and internal operational workflows when evaluating process improvements and implementing change
• Demonstrated commitment to BrightShore's pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity through accountability, collaboration, innovation, and operational excellence

Computer & Equipment Skills

• Advanced in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other workstation and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, BrightShore Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.