Director, Escrow Administration

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 Director, Escrow 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: Property Tax, Mortgage Insurance, Escrow Analysis, Insurance Processing and Property Damage. The Director, Escrow approves objectives for the teams, and assigns work/projects related to area(s) of expertise and supervision.

Essential Functions

• Manage department budget while monitoring metrics, volumes, and quality to maximize productivity, efficiency, investor compliance, and service levels for area(s) under management.
• Approve training development 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 tasks to ensure compliance with agreed upon standards, as well as state and investor guidelines; provide coaching and recognition based on review findings.
• Oversee department projects that encompass improvements and modifications to current processes.
• Research, review and 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.
• 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.
• Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.
• 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 and identify areas where additional training is required.
• Partner with Compliance on rollout training.
• 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.
• Prepare and analyze productivity reports, identify trends and issues, and provide appropriate status updates to leadership for the following areas: Property Tax, Mortgage Insurance, Escrow Analysis, Insurance Processing and Property Damage.
• Oversee the day-to-day activities of the escrow administration departments function.
• Coordinate all team efforts for external audits and exams; including review of documents, proper naming convention and upload as instructed.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred, along with eight or more total years of recent experience in mortgage loan servicing, with at least five of those years managing a team of direct and indirect reports within the mortgage escrow administration departments.
• 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.
• Experience with Smart sheets, Digital Tax Portal, Iris-X
• Excellent verbal and written communication skills required.
• Ability to connect and build relationships with people.
• 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; AIQ and Blitzdoc preferred.
• Ethical, with a commitment to company values.
• Excellent organization and time management skills (prioritizing and follow-up)

Supervision

Number

Job Titles

Direct: 5-8

Escrow Managers and Escrow Analysis Supervisors

Indirect: 60-80

Escrow Administration Coordinator, Escrow Analysis Specialist I/II/Sr/Lead, Exception Items Specialist I/II, Flood Compliance Specialist, Insurance Audit Specialist I/II/Sr, Insurance Billing Specialist I/II, Insurance Funds Reconciliation Specialist, Mortgage Insurance Specialist I/II/Sr/Lead, Property Damage Support Specialist I/II, Property Tax Specialist I/II/Sr/Lead, Sr. Escrow Business Analyst

• Low to intermittent supervision, depending on experience

• Apply sound judgment and thinks critically about the downstream impacts of changes on processes and systems that impact department and company policies and protocol

• Manage multiple priorities in a deadline-driven environment; leads with a strong sense of urgency and responsiveness

• Travel: 10-25%

• Directly supervises employees; hire, train, coach, discipline, and exit team members

Requirements

Physical: Work is primarily sedentary; occasionally walks and/or stands.

Manual Dexterity: Frequent use of computer keyboard and mouse.

Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.

Environmental: Office environment - no substantial exposure to adverse environmental conditions.

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.