This job has expired, please see additional jobs below
Escrow Operations Team Lead
Flagstar Bancorp
Troy, MI, United States
Job Details - this job has expired, please see similar jobs below
Position Title Escrow Operations Team Lead
Location Headquarters-Troy, MI
Job Summary This position is responsible for enhancing the effectiveness of the escrow operations department by supporting the escrow team supervisor and team members. This position will be responsible for handling team member inquiries and escalations, assigning tasks and managing work flow queues, providing coaching support to the team members as well as a wide range of support related tasks for the escrow supervisor. This position will interact with staff (at all levels) in a fast paced environment, sometimes under pressure and must remain flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality.
Job Responsibilities:
35% of time): Workflow/Task management
• Support supervisor in assigning tasks, Salesforce cases, emails and mail distribution among the team members
• Monitor team member work queues and assist with the management of their work items to ensure all items are completed in accordance with the task expectations
• Reassign daily task items depending on staffing changes that arise throughout the day, week, month
• Assist supervisor in managing vendor task performance specific to work queues for Salesforce and MSP and escalate appropriately
(30% of time): Training and Coaching
• Work with the team supervisor on the department procedures and assist in maintaining current procedures as well as creation of user guides for department processes
• Coordinate huddle topics with the supervisor for team level updates that result from process changes which include but are not limited to investor changes, regulatory and/or compliance updates
• Assist escrow supervisor with side by side training and provide coaching feedback to the team members to assist with their overall growth and development
• Provide cross-training to other team members within the Escrow Operations department as needed
(20% of time): Reporting maintenance
• Assist in managing team level reports from the tier one escrow vendors
• Compile reporting and metrics to be used for team member scorecard reviews
• Perform reviews of exception reports from vendors
• Work with Cognos and other internal reporting engines to monitor department performance
(15% of time): Supervisor assistance
• Assist and fill in for the supervisor when the supervisor is not available or is out of the office
• Participate in escrow department projects and process improvement initiatives as assigned
• Processing escalated MSP tasks sent by customer service, vendors and internal team requests
• Review reports and ensure timeliness of reviews
• Ensure utilization of systems for Insurance Vendor, Tax Vendor, IDM, MSP, Crystal reports, and other resources as needed in order to fully review and execute tasks as needed
Job Requirements:
• HS Diploma, GED or Foreign Equivalent
• 5 years’ experience in Mortgage Servicing with specific experience in Escrow Operations (Tax, Insurance, PMI/MIP, Escrow Processing) with a minimum of 1+ years’ experience in coaching, mentoring and leadership.
• Superior written and oral communication skills
• Organized with good attention to detail
• Intermediate experience with Microsoft Office tools (Word, Excel & PowerPoint)
• Ability to work quickly and multi-task through various work items
• Excellent ability to understand business needs based on skills and experience
Internal Use Only: Band I-hrly