Loan Servicing Escrow Manager - Hybrid/Remote - First American Bank

First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $5+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

The Loan Servicing Escrow Manager oversees the Loan Servicing Escrow department and ensures the efficient, accurate, and timely completion of all assigned tasks within the department. This position will work closely with the Loan Operations management team with a goal of optimum efficiency, accuracy, and risk mitigation through consistent application of established policies, procedures, and regulatory compliance requirements.

DUTIES & RESPONSIBILITES

• Directly manage daily activities of personnel within the Loan Servicing Escrow department, by coordinating and prioritizing requisite duties, deadlines, projects, and daily assignments while appraising employee productivity and performance.
• Monitor staff attendance, work standards, and adherence to company policies and procedures. Identify process efficiencies to ensure daily production requirements are met by implementing methods to measure productivity and monitor results. Proactively deliver feedback to direct reports to promote staff development and administer performance management as needed.
• Compose and deliver performance evaluations, by establishing and measuring performance objectives. Drive team results, by ensuring optimal efficiency and accuracy with timely completion of departmental tasks and keen cognizance of customer and financial impact. Identify and develop training resources to promote departmental efficiency and employee growth (cross-training, learning plans, job aids, external resources, etc.).
• Responsible for employee hiring, training, staff development, timecard approval, scheduling and direct assistance with coverage of daily workloads when needed.
• Oversee departmental and related assigned tasks, including but not limited to, escrow analysis processing and review, timely tax and insurance payments, PMI disbursements, flood and hazard insurance tracking, processing of cancellations, non-renewals and carrier changes, and review of various escrow management reports.
• Monitor production levels on a team and individual basis to ensure workload is evenly distributed in the most effective manner. Commit to ongoing review of department processes and procedures and make recommendations to refine as appropriate to maximize department efficiencies and performance. Implement new products and procedures as applicable.
• Review employee work as needed to ensure accuracy and adherence to policies and procedures. Develop and facilitate appropriate audit and review controls in cooperation with the Loan Operations management team and the Commercial Loan Servicing Quality Control Specialist. Implement these measures keeping both risk mitigation and efficiency in mind. Ensure consistent loan accounting principles are followed by the team in all loan servicing activities.
• Recognize, analyze, and resolve identified procedural issues.
• Demonstrate core values and lead by example with a positive attitude and strong work ethic. Support management initiatives.
• Collaborate and cross-train with other members of the Loan Operations management team to serve as back-ups for one another.
• Conduct and complete additional assignments/projects as designated by management.

QUALIFICATIONS

• High school diploma or equivalent required; college degree preferred.
• Minimum five years of loan operations and servicing experience required. Minimum two years of escrow experience required.
• Strong management aptitude with accompanying leadership qualities and heightened organizational skills with the ability to effectively prioritize a variety of competing tasks with minimal direct supervision.
• Two years of Supervisory or Team Lead experience preferred.
• Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.
• Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.
• Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
• Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
• Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks.
• Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
• Knowledge of Financial Processing core systems required.
• Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
• Advanced computer skills in report writing and spreadsheet applications preferred.
• Occasional travel to other First American Bank locations, vendor sites, conferences, Bank functions and training facilities.
• Typical schedule is Monday through Friday 8:00 a.m. to 5:00 p.m. Additional hours may be required depending upon business need.
• Punctuality is required to maintain First American Bank’s customer service standards.