Manager, Customer Service - Residential Mortgage

Escrow
- Customer Service Manager

The Escrow
- Customer Service Manager will be responsible for managing the following functions within the mortgage services department for residential first mortgage loans; payment and monitoring of all real estate taxes, flood, hazard, and private mortgage insurance, escrow analysis, loan payoff process, customer service and, the file room.

Responsibilities include but are not limited to:

• Manage the daily operations of the Escrow, Tax, Insurance, Customer Service, Loan Payoff functions and, the security and organization of the file room and staff including the delivery and coordination of files to various departments and buildings of the bank.
• Review and approve in detail reports along with a variety of custom reports daily/weekly and monthly to ensure the workflow is accurate, timely and in compliance with all regulatory requirements.
• Create special reports for senior management upon request.
• Communicate with vendors to ensure the accurate and timely flow of data on a continuous basis.
• Liaison with internal and external auditors on a continuous basis.
• Oversee, train, and develop subordinates. Completes performance evaluations, job descriptions and administers disciplinary action as needed. Provide direct assistance to staff members as they identify, analyze, and resolve complex issues.
• Maintain full compliance with all regulatory requirements and the bank's policy and procedures. Ensure that staff is advised of any changes to remain compliant.
• Continually review and develop policies and procedures to minimize expenses and maximize productivity within the department.

Other responsibilities:

• Comply with all regulations pertaining to BSA, USA PATRIOT ACT, and OFAC. Complete annual BSA training. Report suspicions of criminal activity, or any attempt to avoid BSA reporting requirements on the part of customers or employees, to the AML/BSA Compliance Department. Ensure BSA training requirements are completed by staff.
• Perform other job duties as deemed necessary by supervisor.

Required skills:

• Comprehensive knowledge of departmental products to handle escrow analysis, account receivables, reconciliations, removal of private mortgage insurance, insurance loss drafts, flood insurance and customer complaints.
• Ability to read and interpret documents such as FNMA and FHLMC investor guidelines, policy and procedure manuals, safety rules and operating and maintenance instructions.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of an organization.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to handle a high volume of calls.
• Understanding of general concept of the insurance process such as billing, force placing insurance, flood insurance, etc.
• PC skills: knowledge of Microsoft Word, Excel and Access.
• Ability to handle multiple priorities and delegate assignments.

Required experience:

• High school degree and a minimum of five years of related experience.
• Bachelor's degree (B.A.) from four-year college or university preferred.