Escrow Support Manager

About This Role

Manage a high-volume, centralized production team responsible for initiating and closing residential escrow transactions. This role ensures compliance, quality, and drives performance in a deadline-driven environment, directly supporting branch teams and enhancing customer service.

Responsibilities

• Lead and supervise a centralized escrow processing team
• Manage daily production workflow in a high-volume environment
• Maintain accountability for productivity, quality, turnaround times, and service level agreements (SLAs)
• Monitor workloads, adjust staffing priorities, and authorize overtime as needed to meet business deadlines
• Review escrow documentation for accuracy, completeness, and compliance; resolve escalated or complex issues
• Ensure adherence to company policies, escrow procedures, and all applicable regulatory requirements
• Partner with branch teams to communicate expectations, process updates, and quality standards
• Prepare and present production, quality, and performance reports to leadership
• Interview, hire, onboard, train, and develop team members
• Conduct performance reviews, provide coaching, address performance issues, and support corrective action when needed
• Lead change initiatives related to process improvements, system updates, or workflow adjustments
• Foster a culture of accountability, collaboration, and continuous improvement
• Serve as the primary point of accountability for team performance during peak volume and deadline-sensitive periods
• Make real-time decisions to mitigate risk, manage bottlenecks, and maintain service commitments
• Proactively identify trends impacting productivity, quality, or morale and implement corrective actions

Requirements

• High School Diploma or equivalent
• 3-5 years of directly related experience in escrow processing or loan closings
• Minimum of 2 years of experience in a lead or supervisory role within a production environment
• Experience managing high-volume workflows with strict deadlines
• Strong leadership skills with the ability to motivate and manage teams under pressure
• Demonstrated ability to remain calm, decisive, and solutions-focused in high-stress situations
• Excellent organizational skills and attention to detail
• Strong working knowledge of escrow procedures, documentation, and regulatory compliance
• Proficiency in Microsoft Office and escrow-related systems
• Effective communication skills
• Strong problem-solving, conflict resolution, and decision-making abilities
• Ability to manage competing priorities while meeting aggressive deadlines

Qualifications

• High School Diploma or equivalent
• 3-5 years of directly related experience in escrow processing or loan closings, with a minimum of 2 years in a lead or supervisory role within a production environment.

Nice to Have

• Familiarity with P&L statements and operational cost awareness

Skills

* Required skills