Job Summary
This position is responsible for enhancing the effectiveness of the escrow operations department by supporting the escrow analysis team supervisor and team members. This position will be responsible for handling team member inquiries and escalations, assigning tasks and managing work flow queues, providing coaching support to the team members as well as a wide range of support related tasks for the escrow supervisor. This position will interact with staff (at all levels) in a fast paced environment, sometimes under pressure and must remain flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality.
Job Responsibilities:
Workflow/Task management
* Support supervisor in assigning tasks, Salesforce cases, emails and mail distribution among the team members
* Monitor team member work queues and assist with the management of their work items to ensure all items are completed in accordance with the task expectations
* Reassign daily task items depending on staffing changes that arise throughout the day, week, month
Training and Coaching
* Work with the team supervisor on the department procedures and assist in maintaining current procedures as well as creation of user guides for department processes
* Coordinate huddle topics with the supervisor for team level updates that result from process changes which include but are not limited to investor changes, regulatory and/or compliance updates
* Assist escrow supervisor with side by side training, quality control reviews and provide coaching feedback to the team members to assist with their overall growth and development
* Provide cross-training to other team members within the Escrow Operations department as needed
Reporting maintenance
* Assist in managing team level reports Compile reporting and metrics to be used for team member scorecard reviews
* Review Cognos reports, STARS, Tableau and other internal reporting engines to monitor department performance and assist where needed to ensure tasks are completed within Service Level Agreement (SLA)
Supervisor assistance
* Assist and fill in for the supervisor when the supervisor is not available or is out of the office
* Participate in escrow department projects and process improvement initiatives as assigned
* Process escalated MSP tasks, Salesforce cases, Notice of Error/Request for Information (NOE/RFI) and Office of the President inquiries sent by customer service, vendors and internal teams.
* Work with Business Controls and Corporate Reporting to develop new reports as needed.
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
Job Requirements:
* HS Diploma, GED or Foreign Equivalent
* 5 years' experience in Mortgage Servicing with specific experience in Escrow Analysis Operations and general knowledge of Tax, Insurance, PMI/MIP. Minimum of 1+ years' experience in coaching, mentoring and leadership
* Superior written and oral communication skills
* Organized with good attention to detail
* Intermediate experience with Microsoft Office tools (Word, Excel & PowerPoint)
* Ability to work quickly and multi-task through various work items
* Excellent ability to understand business needs based on skills and experience
* MSP experience preferred
