Supervisor, Escrow Specialist

Allied Solutions, LLC; Carmel (IN); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Life and disability insurance

401k with company match

3 weeks PTO

Job summary

Allied Solutions, LLC is seeking a leader for the Escrow Specialist Team to coach, monitor performance and guide the department in completing outbound calls and escrow processes. This role supports management with updates and maintains employee relations.

The ideal candidate will drive productivity, ensure department standards, and communicate effectively with lenders, agents and internal teams to meet service levels.

Qualifications

• High school diploma required.
• 3+ years of directly related work experience required.
• Effective listening and clear written and oral communication are essential for customer service.

Responsibilities

• Lead by example and develop staff to meet department goals.
• Assign workloads to ensure adequate coverage and meet business needs.
• Monitor QA audits and address performance gaps; communicate best practices.
• Handle borrower, agent, and lender inquiries and complaints.
• Share process updates with management and ensure compliance with policies.

Skills

Leadership

Coaching

Customer service

Critical thinking

Organizational skills

Communication

Teamwork

Education

High school diploma

3+ years of related work experience

Tools

Excel

Word

PowerPoint

Job description

Provides leadership, guidance and support to the Escrow Specialist Team through employee coaching, development and monitoring of the outbound calls, and escrow processes to fulfill the demands and expectations of their job duties and responsibilities. Provide detailed information to management regarding department updates as well as maintaining employee relations for the department. Confidently provide detailed information through various communication methods to management regarding department needs, updates, and concerns.

Job Duties and Responsibilities

• Lead by Example (40%): Lead by example by maintaining their own attendance and ensure they are following the same policies as their employees Monitor and analyze employee performance to ensure standards are consistently achieved and maintained Coach and develop employees to help them improve and increase performance and productivity in order to meet department and individual goals and standards Conduct regular 1-on-1 meetings with all direct reports and play an instrumental role in their career growth
• Workload Assignments (20%): Provide direction and support to employees regarding work assignments to ensure adequate coverage is maintained and all business needs are consistently met and/or exceeded
• Quality (20%): Consistently monitor QA audits of direct reports, identify and address performance gaps, updates made to all statistical reports, hold staff accountable, meeting with them regularly to ensure expectations and goals are clear Communicate best practices to team as they are identified
• Complaints (10%): Handle borrower, agent, and lender calls, written correspondence complaints/needs in an effective manner
• Communication Skills (10%): Communicate and reinforce verification team's processes and procedures, inquiries to lenders, agents, and in-house personnel to include company programs for recording alerts & notes Utilize critical thinking to improve and streamline the departments processes and procedures to align with our operational goals Be the voice of the department to speak directly to clients and upper management on operational goals

Qualifications (Education, Experience, Certifications & KSA)

High school diploma required 3+ years of directly related work experience required

Customer Service Skills – Effective listening and use of clear, concise and effective oral and written communication. The ability to compose written material as well as effectively present to employees and LSPD management and/or staff. Ability to convey thoughts in a focused and concrete manner.

Critical Thinking Skills – Advanced problem-solving skills. Ability to handle confidential information and to act with personnel issues. Adaptable to change and makes independent decisions. Handle multiple projects and deadlines and remains effective under pressure.

Organizational Skills - Ability to self-prioritize, assign and organize workflow. Meet service level expectations.

Computer Skills –Advanced Excel, Word, and PowerPoint skills preferred.

Teamwork skills – Direct and strategize with team to meet department goals. Professional interaction with employees and peers. Foster employee/team involvement to empower team members to contribute their best effort.

Leadership skills –Lead with integrity to inspire team confidence and respect while motivating team members in a creative and effective manner. Engage employees in developing goals, executing plans and delivering results.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

#LI-AB2 #LI-Onsite

Benefits

• medical, dental and vision insurance coverage
• 100% company-paid life and disability coverage
• 401k options with company match
• three weeks PTO by the end of the first year
• and much more

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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When you join Allied Solutions, you are part of a company that’s been recognized for its commitment to making an impact. Allied has been ranked by Forbes as one of America's Best Midsize Employers. Allied's customer service team has received the Center of Excellence certification by BenchmarkPortal for eight consecutive years. And in 2022, Allied was honored with a Spirit United award, acknowledging our 13-year relationship with United Way of Central Indiana. As Allied continues to expand into new markets and reach new clients, opportunities to join the company and advance your career grow as well. Allied continually invests in learning and development resources to help you build new skills and advance your career. Come grow with us! Thank you for your interest in Allied Solutions. Once you have created a Candidate Home account, feel free to create a job alert to stay up to date on opportunities at Allied Solutions. We also recommend that you periodically check on our job postings and apply directly for positions that interest you. Allied Solutions roles are listed with Job Category beginning with ALD.