Loan Servicing Insurance & Escrow Manager - Commercial Real Estate, Agency & Institutional Capital Loan Servicing

Bring your expertise to JPMorgan

Chase. As part of Agency & Institutional Capital (AIC) Loan Servicing and Asset Management, you are at the center of keeping JPMorgan

Chase strong and resilient. You help the firm grow its business in a responsible way by anticipating new and emerging risks and using expert judgment to solve real-world challenges that impact our company, customers, and communities. Our culture in Loan Servicing and Asset Management is focused on thinking differently, challenging the status quo, and striving to be best-in-class.

As an Agency Insurance & Escrow Manager in Agency & Institutional Capital Loan Servicing and Asset Management, you will lead and equip a team responsible for ongoing Fannie Mae and Freddie Mac multifamily insurance compliance, real estate tax administration, escrow account oversight, and exception resolution. You will establish clear expectations, provide subject matter coaching, maintain training and coverage plans, and ensure employees have the procedures, tools, and context needed to make sound decisions and deliver consistent results.

The role serves as an escalation point for complex or high-risk insurance, tax, and escrow matters. You will oversee vendor performance, insurance waiver and tax variance processing, non-escrow tax monitoring, manual escrow analysis, and resolution of issues that may affect collateral value, lien priority, investor compliance, or the borrower experience. You will reinforce a strong control environment through documented procedures, quality reviews, audit-ready evidence, workload management, and continuous process improvement.

• Manage, coach, and develop Insurance and Escrow Associates, including onboarding, role-based training plans, cross-training, workload coverage, regular feedback, and ongoing subject matter development.
• Equip team members with current procedures, job aids, escalation standards, investor requirements, and practical guidance needed to independently resolve routine matters and appropriately escape complex issues.
• Own capacity planning and workload allocation across insurance renewals, tax administration, non-escrow monitoring, escrow analysis exceptions, borrower inquiries, and peak processing periods.
• Establish and reinforce quality standards, review practices, approval authorities, and escalation protocols to improve accuracy, timeliness, consistency, and control execution.
• Serve as the management escalation point for complex insurance, tax, and escrow matters involving borrowers, insurance agents, taxing authorities, vendors, Asset Managers, Risk, and internal servicing partners.
• Maintain a strong control environment by ensuring procedures and desk instructions are current; reviews and approvals are evidenced; records are complete; and activities remain audit-ready.
• Monitor key deliverables, aging items, recurring defects, and emerging risks; provide concise management reporting and ensure timely corrective action.
• Drive process improvements through standardization, workflow enhancements, automation opportunities, stronger reconciliations, and improved exception visibility.
• Partner effectively with Operations, Asset Management, Risk, Finance, Legal, Technology, Agency partners, vendors, and other stakeholders to support compliant and resilient servicing execution.
• Promote a culture of accountability, sound judgment, constructive challenge, continuous learning, and best-in-class borrower and client service.

• At least 5 years of combined experience in multifamily mortgage loan insurance compliance, escrow administration, and tax servicing.
• Prior experience leading others through direct people management or demonstrated team leadership, including coaching, training, workflow oversight, review or quality assurance accountability, or acting-lead responsibilities.
• Working familiarity with Fannie Mae and Freddie Mac multifamily servicing and insurance requirements, with the ability to interpret and apply program guides, coverage standards, and servicing obligations.
• Knowledge of commercial property and casualty insurance, including property, flood, wind, earthquake, terrorism, general liability, workers compensation, automobile, professional liability, and umbrella or excess coverage.
• Working knowledge of real estate tax administration, escrow account reconciliation, escrow analysis methodologies, shortage and surplus calculations, borrower payment adjustments, and exception…