Home Mortgage Escrow Manager

Description

The Escrow Analysis & Mortgage Insurance Manager is responsible for leading the day-to-day management of escrow analysis and mortgage insurance operations within Home Mortgage Servicing. This role ensures accurate execution of escrow processes, compliant mortgage insurance handling, and timely resolution of complex and escalated customer issues.

As a hands-on operational leader, you will oversee a team, partner across servicing functions, and collaborate with vendors to support efficient operations and deliver a strong customer experience. This role plays an important part in maintaining a compliant, customer-focused environment while supporting team and departmental goals.

Primary Responsibilities

Operational Oversight & Execution

• Oversee escrow analysis activities, ensuring accuracy, timeliness, and compliance with RESPA, investor (FNMA/FHLMC), and internal guidelines
• Manage mortgage insurance processes, including PMI lifecycle support and customer communications
• Monitor workflows, production levels, and backlogs to meet service level agreements (SLAs)
• Ensure proper handling of escrow shortages, surpluses, and account adjustments
• Apply sound judgment and use available data to support consistent day-to-day decision-making

Customer Experience & Escalations

• Resolve complex and high-priority customer issues, including escalations and complaints
• Ensure timely, accurate, and thoughtful responses across all customer interactions
• Promote strong written and verbal communication standards across the team
• Partner with internal stakeholders to resolve cross-functional customer concerns

Risk, Compliance & Process Management

• Ensure team adherence to regulatory requirements, internal policies, and established controls
• Identify process gaps and implement improvements to strengthen risk management and operational controls
• Develop, maintain, and enhance procedures to ensure audit readiness and consistency
• Support QA/QC efforts to improve accuracy and reduce operational risk

Team Leadership & Development

• Lead, coach, and develop a team of escrow and mortgage insurance professionals
• Provide real-time support, conduct one-on-ones, and deliver performance feedback
• Foster a culture of accountability, engagement, and continuous improvement
• Encourage cross-training and knowledge sharing to support team flexibility and growth

Business & Stakeholder Partnership

• Collaborate with internal teams (e.g., Risk, Compliance, Customer Service, QA/QC) and external vendors
• Ensure vendor alignment with service expectations
• Contribute to process improvements, operational strategy, and business initiatives

Qualifications

Required:

• 2+ years of Home Mortgage experience
• Experience in escrow analysis and/or mortgage insurance
• Strong understanding of regulatory requirements (e.g., RESPA) and operational controls
• Demonstrated people leadership or supervisory experience
• Excellent communication, problem-solving, and analytical skills
• Strong organizational, time management, and multitasking abilities

Preferred:

• 5+ years of mortgage servicing experience with escrow and/or mortgage insurance focus
• Experience with MSP or similar mortgage servicing systems
• Background in QA/QC, audit, or regulatory compliance
• Experience working with third-party vendors

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday – Friday, 8:30 AM – 5:00 PM

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.