Responsible for directing and supporting the day-to-day operations of an assigned branch(es) where escrow transactions are done and performs the duties of a production position. Acts as a neutral third-party between buyers and sellers during a real estate sale, managing funds and processing real estate transactions. Ensures employee conformance to established practices. Role is a combination of leadership responsibilities and escrow officer related duties.

FLSA Classification – Non-Exempt

Essential Functions

• Oversees the day-to-day operations of the branch escrow team, providing guidance on difficult situations, de-escalating issues with customers, and escalating resolutions internally when necessary
• May provide input to hiring decisions
• Acts as the first layer of escalation for calls and inquiries on current or prior files when assigned Escrow Officer is not available or no longer with the company.
• Promotes positive morale within the office
• Manages employee time and coverage when out
• Monitors and maintains workload balance within the office
• Ensures employees have the training required to effectively perform their job
• Maintains tidy appearance of office and “Clean Desk Policy” for the protection of NPPI
• Coordinates monthly desk inspections for any original documents, checks, etc.
• Maintains a strong working knowledge of processes, products, and services
• Aligns branch goals with company goals. Provides input to leadership
• Develops new and repeat business through bankers, brokers, and agents;  
• Provides excellent customer service with internal and external customers; maintains high work ethic and accountability with the team
• Assures client satisfaction with periodic check-ins when clients are in the office (think restaurant manager asking if meal and service exceeded expectations)
• Works with internal and external customers to manage all aspects of a sale, resale, or refinance escrow transaction, and can assist on any type of closing when called upon. Answers questions and provides guidance about products, services, policies, or specific transactions.
• Works with Account Executive(s) on conflict resolution when necessary.
• Conducts “1 on 1’s” within office and shares/collaborates with executive team in 45-day increments.

Knowledge and Skills/Technology Used

• Proficient computer skills
• Specialized knowledge in one or more escrow product areas
• Basic accounting/finance skills to be able to understand and interpret financial statements
• Strong supervisory and administrative skills
• Customer Service orientation – responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Detail orientation; organized
• Critical thinking skills
• Planning, analytical and negotiation skills
• Must be able to establish credibility and be decisive, coupled with the ability to recognize and support the organization’s preferences and priorities
• Teamwork – balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives
• Written Communication – writes clearly and informatively; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information
• Interpersonal – focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Verbal Communication – speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings

Education

• Bachelor's Degree or equivalent combination of education and experience
• Experience
• 5-8 years’ experience as an Escrow Officer
• 4+ years of supervisory experience

Work Environment/Physical Demands

• This job requires the associate to occasionally stand; walk; sit; use hands; climb stair; balance; stoop; kneel; read; talk or hear/
• The associate must occasionally lift and or move up to twenty-five pounds.
• Specific vision abilities include clos vision and the ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The work is performed primarily in an office setting. The noise level in the work environment is moderate.