Escrow Holdback Team Lead

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview: 
The Escrow Holdback (EHB) Team Lead is responsible for overseeing the day-to-day activities of the EHB staff, ensuring high-quality customer service and adherence to service level agreements. This role provides guidance and resolution for escalated loan files and loan-level inquiries while managing workflow for Post-Closing Escrow Holdback processes. The Escrow Holdback Team Lead assigns and balances workflow, conducts employee performance evaluations, monitors timecards, and supports overall team productivity and compliance.

Job Responsibilities:
•    Collaborate with cross-functional departments to resolve problems and support initiatives.
•    Monitor and manage daily pipelines to optimize productivity, balance workloads, ensure service level agreements are met, and maintain compliance with CCM policies and loan approval requirements.
•    Serve as a liaison between CCM branches, loan officers, clients, and third-party vendors to facilitate effective communication and timely resolution of issues. 
•    Ensure a thorough review of all required documents to support disbursements.
•    Manage the loan disbursement process and provide guidance to Escrow Holdback Specialists on program guidelines and system-related questions.
•    Monitor undeliverable loans and rate lock expiration dates to ensure extensions are requested and loans are re-locked.
•    Manage and monitor Agency Close Outs of Escrow Holdbacks. 
•    Hold weekly meetings and perform monthly spot checks to ensure accuracy, completeness, and compliance with applicable guidelines and CCM policies. 
•    Coordinate with CCM Accounting for reconciliation regarding disbursement of funds.
•    Manage employee timecard corrections, monitor and approve PTO requests to ensure appropriate staffing coverage.
•    Complete and facilitate employee performance evaluations.
•    Communicate any recommended updates or revisions to the Escrow Holdback Policies and Procedures to the Insuring and Escrow Holdback Manager. 
•    Communicate operational trends and recurring issues to the Insuring and Escrow Holdback Manager.
•    Maintain a limited pipeline of loans to support workflow management and ensure balanced team coverage.
•    Provide training and onboarding support to new employees to ensure they are effectively integrated into the team and understand required processes and expectations.
•    Perform other duties as directed by the Insuring and Escrow Holdback Manager.

Qualifications and Skills:
•    High School Diploma or equivalent.
•    3+ years of mortgage lending experience.
•    Supervisory experience, preferred.
•    Experience with Encompass, preferred. 
•    Excellent communication skills.
•    Skilled in problem solving.
•    Excellent math and analytical skills.
•    Excellent prioritization and time management skills. 
•    Proficient in Microsoft Outlook, Excel, Word, and Windows.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.