Description

Summary:  

The MH Escrow Team Lead provides day-to-day leadership and operational oversight for the Escrow Servicing team within FirstBank’s Specialty Lending Group. This position is responsible for supporting the accurate and timely administration of escrow accounts, monitoring team workflow and quality, and helping ensure compliance with applicable regulatory and internal requirements.

The Team Lead serves as a resource and first point of escalation for Escrow Coordinators, provides coaching and development to team members, and identifies opportunities to improve processes and operational efficiency. This role also plays an important part in delivering responsive, high-quality service to borrowers, internal partners, taxing authorities, insurance providers, and servicing clients.

Essential Duties and Responsibilities:

Team Leadership & Development

• Provide daily leadership, direction, and support to Escrow Coordinators.
• Coordinate team schedules, payroll, and PTO to support appropriate staffing and workflow coverage.
• Participate in the hiring, onboarding, training, and retention of escrow team members.
• Coach and develop employees, reinforce performance expectations, and promote accountability for assigned responsibilities.
• Serve as the first point of escalation for complex escrow-related questions or servicing issues.

Escrow Operations

• Oversee the daily activities and workflow of the Escrow Department to promote timely, accurate, and consistent processing.
• Monitor insurance and escrow servicing activities and ensure required follow-up is completed.
• Monitor property tax tracking and related servicing activities.
• Oversee the tracking and completion of escrow analyses.
• Monitor workloads, productivity, and quality to identify issues requiring additional attention or support.

Process Improvement & Service

• Review existing procedures and workflows and recommend opportunities to improve efficiency, accuracy, and overall department performance.
• Partner with internal teams to resolve servicing issues and improve the customer experience.
• Provide professional and responsive service to internal business partners and external servicing clients.
• Support effective communication and coordination with borrowers, taxing authorities, insurance providers, and other parties involved in escrow servicing.

Compliance & Risk

• Perform responsibilities in accordance with applicable laws and regulations as well as FirstBank policies, procedures, and internal controls.
• Promote accuracy, consistency, and appropriate documentation throughout escrow servicing activities.
• Identify operational concerns and escalate issues as appropriate.
• Perform other duties as assigned.

Education and/or Experience

• High school diploma or GED
• Some college coursework preferred
• Previous escrow, mortgage, or loan servicing experience preferred
• Knowledge of manufactured housing lending or servicing preferred
• Previous leadership, mentoring, coaching or lead-level experience preferred

Skills and Abilities

• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Strong written and verbal communication skills.
• Strong interpersonal skills with the ability to communicate effectively with employees, business partners, customers, and other stakeholders.
• Proficiency with Microsoft Office, particularly Excel and Word.
• Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information. 
• Respectful demeanor toward other associates and managers that promotes a positive and professional work environment.
• Understand and comply with bank policy, laws, regulations as applicable to your job duties.

FirstBank does not accept unsolicited resumes from agencies and staffing firms. Recruitment agencies and consultants may not submit resumes directly to managers. FirstBank will not pay fees to any third-party agency or company that does not have a signed agreement as an approved vendor. FirstBank in an Equal Opportunity Employer, including disability.