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Manager, Business Controls Escrow Administration (Remote)

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Position Requirements:
Perform and manage vendor oversight for Escrow Administration processes and related vendors. Complete process and control reviews of vendors in a timely and accurate manner, while ensuring compliance with all state, federal and investor guidelines.  Duties may include, but are not limited to, coordinating audit/examination requests and responses, leading and/or performing root cause analysis reviews, and tracking outsourcer performance against standards; as well as creating routine status reports for management and vendor review. In addition, the incumbent is expected to assist with special projects and provide support where required as volumes and needs dictate.

Essential Job Functions:

  • For selected vendors and processes, review a population of accounts for adherence to established standards and timeframes.  Document research and findings, providing recommendations for exception at the account and/or process level.
  • Oversee and catalogue vendor complaint process to ensure proper documentation and resolution occurs timely and accurately.
  • Complete root cause analysis of issues and possible corrective actions at both an account and process level.
  • Lead the accumulation, categorization and tracking of customer service issues with desired output being actionable documentation of any trends or themes identified.
  • Lead the population of data for the vendor scorecards to track variety of vendor performance topics-(i.e. quality/cycle time metrics, performance trends)
  • Conduct periodic reviews/meetings both internally and with vendor to drive vendor performance.


Education and/or Experience:
  • Bachelor's degree (B. A.) from four-year college or university preferred; or one to two years related experience and/or training; or equivalent combination of education and experience.
  • Minimum 5 years mortgage servicing experience preferably in Real estate taxes, homeowner’s insurance, flood, Mortgage Insurance and/or loss draft claims areas
  • Proficient in Microsoft Office
  • Excellent written and verbal communication skills
  • Good organizational and follow-up skills
  • Self-motivated