Job Summary
The Escrow & Customer Service Manager leads team members responsible for dependable escrow administration and responsive customer support. This position develops quality control practices, helps reduce operational risk, and promotes compliance with applicable federal and state mortgage regulations. The manager brings together sound operational oversight and a strong commitment to service quality.
Responsibilities
- Provide strategic direction and leadership to staff supporting escrow account management and customer service.
- Oversee escrow operations to promote accuracy and consistent account administration.
- Develop and implement quality control processes that support reliable, high-quality work.
- Identify and mitigate operational risks related to servicing and escrow activities.
- Ensure processes and practices comply with relevant federal and state mortgage requirements.
- Support a customer service operation focused on effective, high-quality assistance.
Qualifications
- Three to five years of leadership experience in loan servicing, customer service, or escrow administration.
- Associate degree in business or a related field required.
- Bachelor’s degree preferred.
RIHousing provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
