Assistant Escrow Manager

GENERAL PURPOSE SUMMARY Acquires, expands, and retains customer relationships; assists with the management of daily work in Escrow by helping direct the workflow and providing oversight, leadership, and guidance; designated manager for at least one Escrow function; and serves as the primary backup to the Escrow Manager by performing the following essential duties and responsibilities: ESSENTIAL DUTIES AND RESPONSIBILITIES Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Helps ensure the highest levels of customer satisfaction, through both internal and external channels, by providing problem-solving resources and providing oversight, leadership, and guidance to Escrow staff. Observes work performance and provides coaching/mentoring, and provides feedback to management. Serves as the backup for other Escrow supervisors as needed. Acquires, expands, and retains customer relationships by identifying opportunities, strategizing proactive development activities, cultivating referral networks, and focusing on viable target markets to sustain and grow the section’s profitability. Implements the bank’s business development strategy aimed at retaining existing customers and expanding new business relationships; identifies current and prospective customer needs, uses a planned calling program, and schedules and coordinates selling and cross-selling efforts with functional managers and other bank employees. Provides responses to escalated internal/external customer inquiries. Resolves complex issues by conducting research using available resources, including Bank procedure manuals, the Internet, and subject matter experts within the Bank. Obtains client referrals and cross-sells bank products and services to industry professionals and customers; and partners with other bank specialists to provide expertise to clients when needed. Connects clients across all lines of business at the bank. Completes special projects as assigned by supervisor, including analysis requested by senior management. Recommends responses to internal and external audits, researches process deficiencies, and recommends improvements. Provides staff training to ensure regulatory and procedural compliance. Helps develop training curriculum to institute regulatory and/or procedural changes within Escrow. Ensures staff is properly trained to provide backup assistance in other Escrow functions as needed. Provides recommendations to Escrow Manager regarding staffing, scheduling, training, and process/procedural enhancements. Maintains desk manuals for a wide variety of processes. Monitors these instructions for accuracy, efficiencies, and updates as needed. Makes recommendations for changes in processes when applicable. Participates in Bank initiatives and provides subject matter expertise when needed. Presents information to bank personnel in various settings. Stays current on pertinent banking regulations. Performs other work-related duties as assigned by supervisor. COMPLIANCE EXPECTATIONS Ensure business unit’s operations comply with bank policy, procedures, and banking regulations (for business unit heads). Ensure you and your delegates have adequate and current compliance training, and ensure training is completed on time. Stay updated on relevant laws and regulations. Ensure you and your delegates comply with the bank’s policies, procedures, laws and regulations. Maintain customer confidence and protect the bank’s operations by you and your delegates identifying and protecting confidential information. SUPERVISORY RESPONSIBILITIES Manages assigned employees. Primary backup to Escrow Manager. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.