Primarily remote, with the possibility of future hybrid or onsite Jacksonville FL
The Escrow Support Processor provides centralized production support for residential escrow operations by completing high-volume clerical, document-processing, funding, recording, closing, and post-closing activities.
This position partners with escrow branches and internal business teams across multiple states to ensure transactions are processed accurately, efficiently, and within established service-level expectations. The role allows branch escrow
teams to focus on customer-facing activities by providing reliable operational and processing support.
Success in this position requires exceptional attention to detail, strong organizational and communication skills, sound judgment, and the ability to manage multiple priorities in a fast-paced, metrics-driven production environment.
Key Responsibilities:
- Process and manage documents related to escrow openings, closings, funding, recording, and post-closing activities.
- Complete multiple escrow production workflows while meeting established productivity, quality, and turnaround-time expectations.
- Perform high-volume clerical, data-entry, and document-processing tasks accurately and efficiently.
- Review title, lender, builder, closing, and escrow documentation for completeness, accuracy, and compliance with established procedures.
- Prepare, review, route, and upload escrow-related documents using internal systems and workflow tools.
- Monitor assigned work queues and prioritize tasks based on deadlines, service-level agreements, business risk, and transaction urgency.
- Communicate updates, requirements, instructions, and processing issues to escrow branch teams and internal business partners.
- Research and troubleshoot processing discrepancies and resolve issues when possible before escalating.
- Escalate high-risk, time-sensitive, incomplete, or noncompliant items to the appropriate leader or business partner.
- Follow established workflows, procedures, job aids, internal controls, and service-level expectations.
- Maintain confidentiality and appropriately safeguard customer financial information, personal information, and transaction documentation.
- Cross-train across multiple escrow production functions and provide support based on changing business volumes and priorities.
- Identify and recommend process improvements that enhance accuracy, efficiency, consistency, and customer service.
- Participate in team meetings, coaching sessions, training activities, and performance reviews.
- Provide support across functions within the centralized escrow processing team.
Schedule and Availability:
- Assigned schedule is to be determined and may change based on business needs.
- Candidates must be available to work an assigned shift within the department's operating hours of 7:00 am to 8:00 pm EST
- Overtime may be required based on transaction volume, business need, deadlines, or operational risk.
- Candidates must be able to adjust priorities and schedules when required to support changing business demands.
Training and Process Development:
- New hires complete a structured training and development program.
- Processes will be introduced as the employee demonstrates accuracy, competency, and independence in previously assigned work.
- The employee may eventually be trained to support approximately 20 or more production processes.
- The manager will meet with the employee at least monthly to review productivity, quality, performance, development opportunities, and training needs.
- Employees are expected to remain engaged in ongoing cross-training and process development.
Performance Expectations:
- Consistently meet established productivity, quality, accuracy, and turnaround-time expectations.
- Complete assigned work within applicable service-level agreements.
- Maintain a high level of accuracy while completing repetitive and high-volume work.
- Demonstrate measurable progress during training and successfully assume additional workflows as competency is achieved.
- Monitor assigned work and proactively communicate delays, risks, or barriers.
- Follow procedures and internal controls designed to reduce financial, regulatory, privacy, and operational risk.
- Demonstrate accountability for assigned work and promptly correct identified errors.
- Maintain reliable attendance and availability during scheduled working hours.
- Adapt to shifting priorities and assist other functions when business volume requires additional support.
Required Qualifications:
- One to two years of experience in title, escrow, mortgage, real estate closing, banking operations, financial services, legal support, document processing, or another production-based operational environment.
- Demonstrated ability to work in a high-volume environment with daily productivity, quality, or turnaround-time goals.
- Strong attention to detail and commitment to producing accurate work.
- Strong organizational and time-management skills.
- Ability to manage multiple assignments, competing deadlines, and changing priorities.
- Strong written and verbal communication skills.
- Ability to communicate professionally with internal business partners and branch personnel.
- Sound problem-solving, research, and critical-thinking abilities.
- Ability to work independently with limited supervision while also contributing effectively in a team environment.
- Ability to learn and follow detailed procedures, workflows, and job aids.
- Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and Teams.
- Strong computer proficiency with the ability to navigate and learn multiple software applications and systems.
- Ability to accurately perform repetitive processing tasks while maintaining focus and consistency.
- Ability to handle confidential customer, financial, and transaction information appropriately.
- Reliable attendance and the ability to work the assigned schedule.
- Ability to work remotely in a professional and secure environment.
Preferred Qualifications:
- Experience supporting residential purchase, refinance, builder, or new-construction transactions.
- Experience working in a centralized processing, shared-services, or production operations environment.
- Experience with title, escrow, mortgage, lender, builder, funding, recording, or post-closing workflows.
- Experience using workflow-management, document-management, title-production, or escrow-processing systems.
- Experience working with electronic documents.
- Experience meeting production and quality metrics in a high-volume environment.
Remote Work Requirements:
- Ability to maintain a dedicated, professional, and distraction-reduced workspace.
- Reliable high-speed internet suitable for business applications, virtual meetings, and document-processing systems.
- Ability to protect confidential customer and company information while working remotely.
- Ability to attend virtual meetings, training sessions, and coaching discussions with video and audio when required.
- Ability to report onsite when requested based on business, training, technology, or operational needs.
Required Education:
Completed High School (Diploma or GED)
Employment Opportunity:
- This role is primarily remote, with the possibility of future hybrid or onsite requirements.
- Conversion to permanent employment is not guaranteed but will be evaluated based on business need.
Ability to pass Background, Drug Screen and if applicable Medical (i.e. Vision, Hearing, or Physical) if Required by Client.
Medical, dental, vision, ancillary coverage and 401k benefits are available.