Escrow Manager at Guild Mortgage Company LLC in San Diego, California

Job Description:

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Escrow Manager plays an important role in the organization by overseeing a number of activities related to the company’s Escrow functions.  The role is responsible for overseeing the day-to-day productivity of direct reports and monitoring reports to ensure department efficiency for one or more of the following areas:   File Room, Tax, PMI/MIP, and Escrow departments.  The Escrow Manager oversees Escrow and Insurance Supervisors, sets objectives for the teams, and assigns work/projects related to area(s) of expertise and supervision. He or she ensures tasks are handled within agreed upon Service Levels and in compliance with established guidelines as provided by investors, company, state and federal regulations.

Essential Functions

• Monitor metrics, volumes, and quality to maximize productivity, efficiency, investor compliance, and service levels for area(s) under management.


• Develop and deliver training that encompasses changes, improvements, and other information related to investor rules and regulations, compliance criteria, internal policy and guidelines, and Escrow best practices.


• Perform Quality Monitoring reviews on Escrow and File Room tasks to ensure compliance with agreed upon standards, as well as state and investor guidelines; provide coaching and recognition based on review findings.


• Manage and implement department projects that encompass improvements and modifications to current processes.


• Respond to escalated issues that cannot be resolved by direct reports; track issues in the system until closed, and identify trends in order to implement solutions.


• Role model and coach direct reports on how to properly explore, analyze, and respond to issues and concerns via phone and through written correspondence.


• Communicate with other departments and management to resolve problems and expedite work.


• Provide strategic input and status updates to senior leadership when necessary.


• Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.


• Interpret and communicate work procedures and company policies to staff.


• Analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others.


• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred, along with six or more total years recent experience in mortgage loan servicing in a high-volume call and/or item processing center, with at least three of those years in a supervisory/lead role.


• Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.


• Knowledge of Standard Operating Procedures, CFPB, RESPA, FCRA and FDCPA preferred.


• Excellent verbal and written communication skills required.


• Passionate about delivering excellence within a team environment.


• Ability to analyze and resolve problems rationally; use sound judgment, expertise and experience to create positive outcomes, hold difficult conversations, and influence others.


• Strong interpersonal and problem-solving skills.


• Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.


• Intermediate math skills required.


• Proficiency with data entry, Microsoft Word, Excel, PowerPoint, and Outlook required.


• Familiarity with document retention software; Blitzdoc preferred.


• Ethical, with a commitment to company values.

Supervision

Requirements

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

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