Senior Escrow Servicing Operations Specialist II

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

Responsible for processing activities related to escrow account management, including monthly escrow payment management, vendor oversight, insurance claims, and interest on escrow.

HOW YOU'LL CONTRIBUTE

• Act as department subject matter expert or as a department/group lead

• May assist in scheduling and coordinating team activities and/or provide input into hiring and performance process. Assist with onboarding and training new employees

• Troubleshoot and guide others on wide variety of complex problems and identifies solutions within broad application and functional expertise

• Process servicing functions related to Escrow from loan acquisition through life-of-loan servicing, including servicing transfers, mass escrow analysis processing, off-cycle analysis process and general escrow account maintenance

• Maintain escrow interest rates, process deposits and controls

• Monitor service delivery, productivity, and quality standards for Tax, Insurance, and Insurance Claims vendors. Track activity, provide oversight, process documents and disbursements

• Monitor activities of vendor responsible for printing Escrow Account Statements and checks.  Reconcile files, monitor quality and timeliness of statements

• Monitor vendor calls, ensuring that vendors provide satisfactory service to customers and follow defined rules and requirements

• Research customer requests and inquiries. Evaluate multiple factors and resolve issues; communicate results

• Adhere to regulatory and legal requirements, including investor and state guidelines

• Process and monitor department reporting requirements and workflow, ensuring that reports and workflow are created and completed timely and accurately

• Maintain department documentation such as job aids, policies, and procedures

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

• High School diploma or equivalent

• Some college preferred

• 5+ years of experience working in a mortgage environment specific, preferably Mortgage Loan Servicing specific to escrow account activities (real estate taxes, property insurance, escrow analysis, mortgage insurance) Demonstrated leadership skills

• Proficiency in more complicated transactions

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Demonstrated leadership, organizational and problem-solving skills

• Exercises confidence, sound judgment and independent decision-making skills

• Ability to understand and execute policy and procedures

• Emerging leader skills

• Strong customer service orientation

• Detail orientated

• Excellent written, presentation and

Job Complexities

• Assignments are broad and complex in nature requiring originality and ingenuity

• Decisions often require the review of multiple factors but are made within scope of company/department policies

Supervision Received or Extended

• No formal supervisory responsibility but actively provides guidance, mentoring and leadership to less experienced team members

• May assign tasks and monitor workflow

Independence

• Works under general supervision applying well established techniques, procedures, or specific standards

• Sets own priorities; relies on experience and judgment to plan and accomplish goals

• Recommends enhancements to department processes and procedures

The pay range for this role is $49,550.00 - $66,075.00

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.