Escrow Manager

Truist•Richmond, VA

10d•$70,000 - $90,000•Onsite

About The Position

Responsible for providing leadership, oversight, and strategic direction for the Escrow team, ensuring effective management of specialized servicing activities, regulatory compliance, and operational risk mitigation and serves as a key liaison across departments to support seamless execution of Escrow processes. The Manager of Escrow is responsible for leading a team that manages complex, high-risk mortgage servicing activities within a highly regulated environment. This role oversees end-to-end operations for escrow functions of Tax, Insurance or Escrow Analysis production and compliance. The role also oversees large complex vendor relationships including payment of clients escrowed items for taxes and insurance and monitoring of properties requiring flood insurance as well as investor-driven transactions. Must be eligible to manage or perform loan origination or servicing functions under Mortgage Investor or government agency guideline requirements.

Requirements

Minimum 5+ years of mortgage servicing or loan operations experience, bachelor’s degree
Minimum 5+ years of leadership or supervisory experience
Strong knowledge of mortgage servicing systems (e.g., MSP), Investor guidelines (Fannie Mae, Freddie Mac, FHA, VA)
Ability to interpret legal, financial, and investor documentation.
Advanced understanding of regulatory and compliance requirements (CFPB, Federal and State laws)
Strong knowledge of mortgage servicing and regulatory requirements (including Rex X and NFIP)

Nice To Haves

Provide leadership, guidance, and performance management, ensuring alignment with organizational goals and service standards
Proven leadership and team management experience
Excellent cross-functional collaboration and communication skills
Experience in risk management, compliance oversight, and audit support
Strong analytical and problem-solving abilities

Responsibilities

Lead, coach, and develop a team of Escrow specialists overseeing complex service functions, including Property Tax Operations and vendor Management, Property Insurance Operations and vendor Management, Optional Insurance, Flood zone property tracking, Escrow Analysis processing, and Interest on Escrow.
Provide ongoing coaching and feedback to provide accuracy, accountability, and efficiency.
Address performance gaps and reinforce expectations aligned with compliance and operational goals.
Lead efforts to build a forward-thinking team environment, where employees anticipate risks, understand downstream impacts, and make informed, compliant decisions.
Direct and manage day-to-day operations to ensure work is completed accurately, timely, and in alignment with established service level expectations.
Establish clear priorities and ensure effective workload distribution to support productivity, efficiency, and balanced capacity across the team.
Monitor and analyze performance trends, including turn times, backlog, and completion rates, to proactively address gaps and ensure consistent execution.
Reinforce strong time management practices, ensuring team members are effectively prioritizing tasks and meeting deadlines in a high-volume environment.
Drive accountability across the team by setting clear expectations and consistently monitoring follow-through and ownership of assigned responsibilities including teams at multiple sites, off-shore and vendor teammates.
Identify opportunities to improve workflow efficiency, reduce rework, and streamline processes while maintaining compliance standards Monitor performance metrics, productivity, and quality results to ensure adherence to standards.
Ensure full compliance with all servicing SLAs, regulatory requirements, investor guidelines and internal policies governing escrow operations.
Lead business unit through audit engagements by collaborating with internal partners to demonstrate process expertise, effectiveness and risk mitigation.
Oversee large financial transactions.