Supervisor, Escrow Specialist

Escrow Specialist Team Leader

Provides leadership, guidance and support to the Escrow Specialist Team through employee coaching, development and monitoring of the outbound calls, and escrow processes to fulfill the demands and expectations of their job duties and responsibilities. Provide detailed information to management regarding department updates as well as maintaining employee relations for the department. Confidently provide detailed information through various communication methods to management regarding department needs, updates, and concerns.

Job Duties and Responsibilities:

Lead by Example (40%):

• Lead by example by maintaining their own attendance and ensure they are following the same policies as their employees
• Monitor and analyze employee performance to ensure standards are consistently achieved and maintained
• Coach and develop employees to help them improve and increase performance and productivity in order to meet department and individual goals and standards
• Conduct regular 1-on-1 meetings with all direct reports and play an instrumental role in their career growth

Workload Assignments (20%):

• Provide direction and support to employees regarding work assignments to ensure adequate coverage is maintained and all business needs are consistently met and/or exceeded

Quality (20%):

• Consistently monitor QA audits of direct reports, identify and address performance gaps, updates made to all statistical reports, hold staff accountable, meeting with them regularly to ensure expectations and goals are clear
• Communicate best practices to team as they are identified

Complaints (10%):

• Handle borrower, agent, and lender calls, written correspondence complaints/needs in an effective manner

Communication Skills (10%):

• Communicate and reinforce verification team's processes and procedures, inquiries to lenders, agents, and in-house personnel to include company programs for recording alerts & notes
• Utilize critical thinking to improve and streamline the departments processes and procedures to align with our operational goals
• Be the voice of the department to speak directly to clients and upper management on operational goals

Qualifications (Education, Experience, Certifications & KSA):

• High school diploma required
• 3+ years of directly related work experience required
• Customer Service Skills Effective listening and use of clear, concise and effective oral and written communication. The ability to compose written material as well as effectively present to employees and LSPD management and/or staff. Ability to convey thoughts in a focused and concrete manner.
• Critical Thinking Skills Advanced problem-solving skills. Ability to handle confidential information and to act with personnel issues. Adaptable to change and makes independent decisions. Handle multiple projects and deadlines and remains effective under pressure.
• Organizational Skills - Ability to self-prioritize, assign and organize workflow. Meet service level expectations.
• Computer Skills Advanced Excel, Word, and PowerPoint skills preferred.
• Teamwork skills Direct and strategize with team to meet department goals. Professional interaction with employees and peers. Foster employee/team involvement to empower team members to contribute their best effort.
• Leadership skills Lead with integrity to inspire team confidence and respect while motivating team members in a creative and effective manner. Engage employees in developing goals, executing plans and delivering results.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.