Escrow Insurance Servicing Technician II

SECU; Wake Forest (NC); Hybrid; USD 70,000 - 95,000; Full time

Job summary

SECU seeks an experienced Escrow Operations Leader to oversee end-to-end mortgage escrow accuracy and regulatory compliance across the credit union’s real estate portfolio. You will supervise tracking, recalculation, and timely disbursement of property taxes, homeowners’ insurance, and flood coverage, acting as the escalation point for complex discrepancies.

You will collaborate with Loan Servicing, Compliance, and Accounting teams to resolve high-priority exceptions while ensuring adherence to

Qualifications

• Bachelor’s degree in Business, Finance, Real Estate, Accounting or related field.
• 2+ years loan servicing and/or escrow experience.
• Knowledge of Real Estate Settlement Procedures Act (RESPA) guidelines, escrow account mechanics, annual escrow analyses.
• High proficiency in mathematical calculations, financial ledger balancing, root-cause analysis, and auditing complex balances.
• Experience with mortgage servicing software and Microsoft Office (Excel/Word).

Responsibilities

• Oversee daily escrow operations to ensure accurate tracking and timely disbursement of taxes and insurance.
• Perform annual escrow analyses in compliance with RESPA.
• Resolve complex escrow discrepancies with cross-functional teams.
• Draft member notices and communicate adjustments clearly to members.
• Monitor workflow queues to maintain data integrity and identify discrepancies.
• Support audits and compliance reviews as needed.

Skills

Loan servicing procedures

RESPA knowledge

Financial analysis

Excel

Auditing

Data integrity

Education

Bachelor’s degree in Business/Finance/Real Estate/Accounting

Tools

Mortgage servicing software

Document management platforms

Database tools

Job description

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

Position Overview

Oversees the end-to-end operational accuracy and regulatory compliance of mortgage escrow accounts across the organization’s real estate portfolio. Responsible for supervising the ongoing tracking, recalculation, and timely disbursement of property taxes, homeowners’ insurance, and flood coverage. Serves as the point of contact for escrow administration, performing comprehensive quality control audits, conducting detailed annual escrow analyses, and monitoring workflow queues to maintain data integrity. Acts as the escalation point for complex escrow discrepancies, collaborating cross-functionally with loan servicing, compliance, and accounting teams to resolve high-priority exceptions, mitigate operational and financial risk, and ensure strict adherence to state, federal, and RESPA guidelines.

Essential Responsibilities

• (25%) Operational & Quality Assurance Oversight. Monitors, reviews, and validates daily escrow operations to ensure the accurate tracking and timely disbursement of real estate property taxes, homeowners’ insurance, and flood insurance. Performs regular quality control audits on escrow accounts and workflow queues to identify discrepancies, correct data errors, and maintain integrity across the mortgage servicing system. Serves as the primary operational contact for routine functions, validating system records against real estate tax authority and insurance carrier requirements to ensure seamless processing.
• (20%) Exception Management & Complex Issue Resolution. Serves as the primary escalation point for complex discrepancies, title updates, tax sale warnings, and insurance policy lapses or cancellations. Investigates and resolves high-priority exceptions, tax refunds, missing bills, and insurance draft claims in direct coordination with borrowers and property agents. Conducts root-cause analysis on recurring account errors to continuously improve internal operational controls, reduce financial risk, and refine workflow procedures.
• (20%) Escrow Analysis & Account Adjustments. Performs, reviews, and issues accurate annual escrow analyses for mortgage accounts in full compliance with Real Estate Settlement Procedures Act (RESPA) regulations. Calculates account shortages, surpluses, deficiencies to establish adjusted monthly escrow payment amounts, ensuring changes are communicated clearly to members. Executes account recalculations resulting from tax re-assessments or insurance policy cost adjustments, maintaining proper account balancing and ledger corrections throughout the loan lifecycle.
• (15%) Member Service & Stakeholder Support. Provides support and subject-matter expertise to members, third parties, and internal credit union teams regarding complex escrow inquiries and statement details. Drafts, updates, and distributes member notices. Collaborates cross-functionally with Loan Servicing, Accounting, Legal, And Compliance departments to address member escalations promptly and maintain high service standards.
• (10%) Loss Drafts & Special Property Processing. Administers loss draft insurance claims from initiation to resolution, which includes monitoring repair progress, managing escrow-held claim disbursements, and verifying final property restoration completion. Tracks special property requirements across the real estate portfolio, ensuring continuous oversight for mandatory flood zone monitoring and dynamic local property tax assessment cycles.
• (10 %) Compliance, Reporting, & Audit Support. Prepares and analyzes weekly, monthly, and annual escrow department reports to track disbursement status, unearned premiums, and active exception queues. Ensures strict adherence to federal, state, and RESPA guidelines concerning statutory timeframes, borrower notification periods, interest payments, and recordkeeping requirements. Assists internal and external auditors during periodic compliance reviews by gathering necessary documentation, reports, and sample account files.

Required Education & Experience (Knowledge, Skills, & Abilities)

• Bachelor’s degree in Business, Finance, Real Estate, Accounting or related field. Additional 2 years of relevant experience may be considered in lieu of degree.
• 2+ years Loan Servicing and/or Escrow experience
• Must have knowledge of loan servicing procedures.
• Comprehensive understanding of Real Estate Settlement Procedures Act (RESPA) guidelines, escrow account mechanics, annual escrow analyses, real estate property taxes, and homeowners/flood insurance policies.
• High degree of proficiency in mathematical calculations, financial ledger balancing, root-cause error analysis, and auditing complex account balances.
• Intermediate to advanced skill level with mortgage servicing software systems, document management platforms, database tools, and Microsoft Office Suite (particularly Excel and Word).

Preferred Education & Experience (Knowledge, Skills, & Abilities)

• Bachelor’s degree in Business, Finance, Real Estate, Accounting, or a related field.
• 5+ years of experience in mortgage escrow servicing, real estate tax administration, or hazard/flood insurance compliance within a bank, credit union, or mortgage institution.

Job Environment & Physical Requirements

• Office setting with hybrid possibility (based on performance)
• Must be able to comprehend and carry out verbal and written instructions.
• Must be able to comprehend phone calls.
• Must be able to lift 5 pounds.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.