Operations Supervisor I/II - Escrow New Accounts Unit

GENERAL PURPOSE SUMMARY

Supervises employees in one Escrow function and ensures the highest levels of customer satisfaction; acquires, expands, and retains customer relationships; administers and provides subject matter expert support for one key escrow function and performs some aspects of an additional function, which may include customer service, support, accounting, and new accounts; and assigns and streamlines workflow processes by performing the following essential duties and responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Helps ensure the highest levels of customer satisfaction, through both internal and external channels. Supervises employees in at least one Escrow function. Assigns work, trains staff and directs workflow to ensure effective use of resources. Reviews and approves daily work and internal reports.
• Responds to complex and/or escalated customer and internal inquiries, researching and resolving complex servicing issues by interacting with bank personnel, title companies, and other industry personnel, and provides suggestions and/or solutions to the customer.
• Acquires, expands, and retains customer relationships by identifying opportunities, strategizing proactive development activities, cultivating referral networks, and focusing on viable target markets to sustain and grow Escrow's profitability.
• Implements the bank's business development strategy aimed at retaining existing customers and expanding new business relationships; identifies current and prospective customer needs, uses a planned calling program, and schedules and coordinates selling and cross-selling efforts with functional managers and other bank employees. Responsibilities may vary depending on the assigned function within the Escrow Section.
• Obtains client referrals and cross-sells bank products and services to industry professionals and customers; partners with other bank specialists to provide expertise to clients when needed. Connects clients across all lines of business at the bank.
• Completes special projects as assigned by supervisor, including analysis requested by senior management. Recommends responses to internal and external audits, researches process deficiencies, and recommends improvements. Assists with staff training in compliance with regulatory procedural changes.
• Ensures accuracy of escrow account information and documentation, ensures repayment terms comply with bank and government requirements and approves written amendments to existing files. Acts as loan support subject matter expert resource to branch locations and various business units.
• Interacts with industry professionals including title companies, and bank personnel to ensure escrows are administered in compliance with government regulations, loan documentation, and bank policies and procedures.
• Monitors and reviews the unit's processes impacted by consumer and IRS regulation and their changes, including but not limited to 1098 reporting, and consumer disputes; and recommends changes to processes. Stays abreast of pertinent banking regulations.
• Performs other work-related duties as assigned by supervisor.

COMPLIANCE EXPECTATIONS

• Ensure business unit's operations comply with bank policy, procedures, and banking regulations (for business unit heads).
• Ensure you and your delegates comply with the bank's policies, procedures, laws, and regulations.
• Stay updated on relevant laws and regulations.
• Ensure you and your delegates comply with the bank's policies, procedures, laws and regulations.
• Maintain customer confidence and protect the bank's operations by you and your delegates identifying and protecting confidential information.

SUPERVISORY RESPONSIBILITIES

Supervises assigned employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.