MH Escrow Team Lead

FirstBank • Knoxville, TN

5d

About The Position

The MH Escrow Team Lead provides day-to-day leadership and operational oversight for the Escrow Servicing team within FirstBank’s Specialty Lending Group. The position supports the accurate and timely administration of escrow accounts, monitors team workflow and quality, and helps ensure compliance with applicable regulatory and internal requirements.

The Team Lead serves as a resource and first point of escalation for Escrow Coordinators, provides coaching and development to team members, and identifies opportunities to improve processes and operational efficiency. The role also supports responsive, high-quality service to borrowers, internal partners, taxing authorities, insurance providers, and servicing clients.

Requirements

• High school diploma or GED.
• Strong organizational and time-management skills, including the ability to manage multiple priorities.
• Strong written and verbal communication skills.
• Strong interpersonal skills and the ability to communicate effectively with employees, business partners, customers, and other stakeholders.
• Proficiency with Microsoft Office, particularly Excel and Word.
• Ability to demonstrate the highest level of ethical behavior and confidentiality and maintain confidentiality with sensitive information.
• Respectful demeanor toward associates and managers that promotes a positive and professional work environment.
• Ability to understand and comply with bank policy and applicable laws and regulations.

Nice To Haves

• Some college coursework.
• Previous escrow, mortgage, or loan servicing experience.
• Knowledge of manufactured housing lending or servicing.
• Previous leadership, mentoring, coaching, or lead-level experience.

Responsibilities

• Provide daily leadership, direction, and support to Escrow Coordinators.
• Coordinate team schedules, payroll, and PTO to support appropriate staffing and workflow coverage.
• Participate in the hiring, onboarding, training, and retention of escrow team members.
• Coach and develop employees, reinforce performance expectations, and promote accountability for assigned responsibilities.
• Serve as the first point of escalation for complex escrow-related questions or servicing issues.
• Oversee daily Escrow Department activities and workflow to promote timely, accurate, and consistent processing.
• Monitor insurance and escrow servicing activities and ensure required follow-up is completed.
• Monitor property tax tracking and related servicing activities.
• Oversee the tracking and completion of escrow analyses.
• Monitor workloads, productivity, and quality to identify issues requiring additional attention or support.
• Review procedures and workflows and recommend opportunities to improve efficiency, accuracy, and department performance.
• Partner with internal teams to resolve servicing issues and improve the customer experience.
• Provide professional and responsive service to internal business partners and external servicing clients.
• Support effective communication and coordination with borrowers, taxing authorities, insurance providers, and other parties involved in escrow servicing.
• Perform responsibilities in accordance with applicable laws and regulations, FirstBank policies and procedures, and internal controls.
• Promote accuracy, consistency, and appropriate documentation throughout escrow servicing activities.
• Identify operational concerns and escalate issues as appropriate.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED