Escrow Support Manager

The Escrow Support Supervisor is a key leadership role responsible for managing a centralized, high-volume production team that supports the initiation and closing of residential escrow transactions. Reporting directly to the Escrow Support Manager, this position leads daily operations, ensures compliance and quality, and drives performance in a deadline-driven environment with frequent volume fluctuations.

This role plays a critical role in relieving branch teams of intensive clerical workload, improving turnaround times, and supporting exceptional customer service. It is best suited for a resilient, hands-on leader who thrives in fast-paced environments, is comfortable making decisions under pressure, and can balance operational demands with strong people leadership.

How Youll Contribute

• Lead and supervise a centralized escrow processing team, managing 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.

Leadership & Accountability Expectations

• 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.
• Maintain team engagement and professionalism during high-stress production cycles.

Work Environment & Schedule Expectations

• This role operates in a high-demand, production-driven environment with strict deadlines.
• Extended hours and overtime are frequently required during peak periods (e.g., month-end, quarter-end, and volume surges).
• Workload intensity may fluctuate based on market conditions and transaction volume.
• Flexibility in scheduling is required to meet operational needs and service commitments..

Skills & Abilities

• 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, including the ability to deliver clear direction and constructive feedback.
• Strong problem-solving, conflict resolution, and decision-making abilities.
• Ability to manage competing priorities while meeting aggressive deadlines. Who Will Be Successful in This Role
• Leaders who thrive in fast-paced, deadline-driven environments.
• Supervisors who are comfortable managing performance, accountability, and difficult conversations.
• Professionals experienced in balancing operational metrics with people leadership.
• Individuals who adapt quickly to change and can guide teams through evolving processes.
• Those who take ownership of outcomes and lead with resilience and integrity.

Education

• High School Diploma or equivalent required.

Experience

• 35 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.
• Familiarity with P&L statements and operational cost awareness preferred.