Escrow Coordinator

Brightshore Mortgage•Ocala, FL

2d•Onsite

About The Position

The Escrow Coordinator supports the efficient administration and continuous improvement of BrightShore's escrow operations by coordinating activities related to property taxes, hazard insurance, flood insurance, mortgage insurance, escrow analysis, and vendor management. This position serves as a key operational resource responsible for analyzing escrow data, identifying process improvement opportunities, supporting automation initiatives, and ensuring escrow activities are performed accurately, efficiently, and in compliance with investor, agency, and regulatory requirements. The Escrow Coordinator partners with internal departments, third-party vendors, technology teams, and servicing operations to monitor operational performance, resolve complex exceptions, validate data integrity, improve workflows, and implement scalable solutions that enhance the borrower and client experience. This role performs detailed analysis of escrow processes, evaluates operational trends, investigates root causes of recurring issues, and develops recommendations that improve accuracy, reduce manual effort, and strengthen operational controls. Working closely with Escrow Operations, Loan Administration, Cashiering, Default Operations, Compliance, Automation, Client Experience, Investor Reporting, and external vendors, the Escrow Coordinator assists with process development, testing, system enhancements, reporting, quality assurance, and operational projects supporting all aspects of escrow administration. The position also supports the implementation of automation, artificial intelligence, and technology solutions that improve efficiency while maintaining exceptional service quality and regulatory compliance. Success in this role requires strong analytical skills, exceptional attention to detail, intellectual curiosity, and a passion for continuous improvement. Through data-driven decision making, collaborative problem solving, and innovative thinking, the Escrow Coordinator helps strengthen BrightShore's escrow operations while reinforcing the company's commitment to Leadership, Raving Fans, Transparency, High Performance, and Tenacity.

Requirements

Minimum of 2 years of experience in mortgage servicing, escrow administration, insurance, tax servicing, mortgage insurance, operations, quality assurance, business analysis, or a related field preferred
Working knowledge of mortgage servicing escrow functions, including escrow analyses, property taxes, hazard insurance, flood insurance, mortgage insurance, investor requirements, and applicable servicing regulations preferred
Experience analyzing operational data, identifying trends, researching exceptions, and developing process improvements that enhance operational efficiency and service quality
Strong analytical and problem-solving skills with the ability to investigate complex issues, determine root causes, and implement practical, sustainable solutions
Experience working with mortgage servicing platforms such as FICS Mortgage Servicer, MSP, or similar servicing systems preferred
Proficiency with Microsoft Office applications, including advanced Microsoft Excel skills utilizing formulas, pivot tables, lookups, filtering, reconciliation, and data analysis; experience with Power BI, SQL, reporting platforms, or other analytical tools is highly desirable
Experience participating in user acceptance testing (UAT), system implementations, workflow improvements, automation initiatives, or technology enhancement projects preferred
Familiarity with automation technologies, artificial intelligence, robotic process automation (RPA), workflow platforms, OCR solutions, or digital process improvement initiatives is preferred
Experience working with third-party vendors, insurance carriers, taxing authorities, mortgage insurance companies, or escrow service providers preferred
Excellent written and verbal communication skills with the ability to effectively collaborate across departments and communicate operational recommendations clearly
Demonstrated ability to manage multiple priorities, projects, deadlines, and operational initiatives while maintaining exceptional attention to detail and accuracy
Ability to exercise sound judgment, maintain confidentiality, and make informed decisions while balancing operational efficiency, borrower experience, regulatory compliance, and investor requirements
Demonstrated commitment to continuous learning and maintaining knowledge of evolving escrow regulations, investor guidelines, servicing technologies, automation tools, and industry best practices
Demonstrated intellectual curiosity with a passion for understanding operational processes, identifying inefficiencies, and continuously improving the way escrow services are delivered through technology, data analysis, and innovation
Demonstrated ability to view escrow operations holistically by understanding the relationship between servicing systems, borrowers, vendors, investor requirements, regulatory obligations, and internal operational workflows when evaluating process improvements and implementing change
Demonstrated commitment to BrightShore's pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity through accountability, collaboration, innovation, and operational excellence
Advanced in Microsoft Office programs (Word, Excel, PowerPoint)
Word processing (speed and accuracy)
Email
Internet software
Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)
Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
Clear speaking voice on the telephone, in person, and recorded
Hearing within normal ranges in noise environments typical of office
Able to sit for long periods of time at computer or other workstation and in meetings
Able to use computers and operate equipment
Able to lift 10 pounds occasionally unassisted

Nice To Haves

Associate's or bachelor's degree in Business Administration, Finance, Accounting, Mortgage Banking, Data Analytics, Information Systems, or a related field preferred; equivalent combination of education and relevant experience will be considered
MSP or FICS’ Mortgage Servicer a plus

Responsibilities

Analyze and support all aspects of escrow administration, including property taxes, hazard insurance, flood insurance, mortgage insurance, escrow analyses, escrow shortages, surpluses, deficiencies, and related servicing activities
Monitor escrow operational performance by analyzing key performance indicators, production metrics, exception reports, aging reports, and operational trends to identify opportunities for improvement
Research complex escrow issues, investigate root causes, and develop recommendations that improve operational efficiency, accuracy, scalability, and borrower experience
Partner with internal departments to resolve escrow-related issues while ensuring compliance with investor, agency, regulatory, and company requirements
Collaborate with third-party vendors, taxing authorities, insurance carriers, mortgage insurance providers, and escrow service providers to resolve operational issues, improve service delivery, and strengthen business relationships
Perform detailed data analysis and reconciliation activities to validate escrow balances, disbursements, payment activity, insurance coverage, tax information, and servicing system accuracy
Support escrow analysis activities by reviewing calculation results, identifying exceptions, validating system outputs, and assisting with operational improvements
Participate in user acceptance testing (UAT), system enhancements, automation initiatives, and technology implementations impacting escrow operations
Assist with the implementation, testing, and ongoing optimization of artificial intelligence, robotic process automation (RPA), OCR technologies, workflow automation, and other technology solutions supporting escrow operations
Develop reports, dashboards, and analytical tools to provide visibility into operational performance, vendor quality, exception trends, and process effectiveness
Monitor vendor performance, service level agreements (SLAs), quality metrics, turnaround times, and operational results while recommending improvements and assisting with issue resolution
Support the development, documentation, and continuous improvement of escrow policies, procedures, workflows, job aids, and operational standards
Coordinate with Automation, Compliance, Loan Administration, Cashiering, Investor Reporting, Default Operations, and Client Experience to implement process improvements and ensure operational readiness
Review servicing system data for accuracy, identify inconsistencies, validate corrections, and ensure escrow information is accurately reflected throughout servicing platforms
Assist with internal audits, quality control reviews, investor examinations, regulatory reviews, and operational assessments by gathering documentation, performing analysis, and supporting corrective action initiatives
Identify operational risks, recurring exceptions, and process gaps while recommending practical solutions that strengthen controls and improve servicing quality
Stay current on regulatory requirements, investor guidelines, escrow best practices, emerging technologies, and industry trends affecting escrow administration
Maintain accurate documentation supporting projects, testing activities, operational analysis, vendor management, and process improvement initiatives
Promote a culture of innovation by identifying opportunities to simplify workflows, eliminate waste, improve automation, and enhance the borrower and client experience
Serve as a catalyst for continuous improvement by challenging existing processes, identifying inefficiencies, and partnering with leadership to implement innovative operational solutions
Analyze recurring borrower contacts, complaints, and operational exceptions related to escrow activities to identify trends and recommend process, communication, or system improvements that reduce future inquiries and enhance the servicing experience
Partner with technology teams to evaluate, test, and implement automation, artificial intelligence, predictive analytics, and system enhancements that improve escrow operations while maintaining compliance, quality, and operational integrity
Perform additional duties and special projects as assigned in support of BrightShore's escrow operations, operational excellence, and continuous improvement initiatives