Post Closing Escalations Team Lead

Category Post Closing/Collateral
Position Type
Carrollton, Texas
Location : Address
4201 Marsh Lane

Job Posting

The Post Closing Escalation Team Lead position provides direction, instructions, and guidance to the team of coordinators. Provides expert support on the loan flow on the Escalation Team, the loan process (application to funding), and exhibits leadership qualities.  Manages the report analysis and distribution for the department.

Essential Job Functions:

  • Works with Post Closing Escalation Manager to develop a strategy the team will use to reach its goal
  • Communicates any training that team members may need to manager
  • Communicates clear instructions to Coordinators regarding new investors, new policies and procedures and training material
  • Listens to team members' feedback
  • Monitors team members' participation to ensure the training they have been provided is being put into use, and also to see if any additional training is needed
  • Distributes team progress reports to the manager personnel.
  • Weekly reporting to Management. This will include pulling, creating, pivot, and summarizing weekly reporting
    • Lock Expiration Report
    • Weekly Cleared Status
    • Aged Reporting for Hard Stops, MCC and PPD
    • MCC reporting and MCC Reconciliation
  • Handles escalation of loans delegated by Manager by either:
    • Calling the branches to solicit assistance
    • Calling the title company, borrower, insurance agents, etc. to acquire documents
    • Working with legal on next step actions for escalated and/or complicated loans
    • Working with Risk Management when loans are referred to Challenged Inventory
  • Provides answers to questions and concerns from the Coordinators
  • Provides back up for coordinator’s pipeline in lieu of coordinator’s absence
  • Works with the Escalations Manger on special projects or research items
  • Participates in proactive team efforts to achieve departmental and company goals

Non-essential Job Functions:

  • Leads proactive team efforts to achieve departmental and company goals
  • Adopts Fairway values in personal work behaviors, decision making, contributions and interpersonal interactions
  • Leads a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun
  • Performs other duties as assigned

Required Knowledge and Skills:

  • Solid knowledge and understanding of the Mortgage process
  • Solid knowledge and understanding of Excel (pivot tables, v lookups, formulas)
  • Solid knowledge and understanding of loan process from application to funding
  • Solid knowledge and understanding of supporting documents for mortgage loan files
  • Solid knowledge and understanding of customer service and interpersonal best practices (i.e. email/verbal communication, escalation process, and detailed notes in the system)
  • Solid knowledge and understanding of organizing people, tasks, and activities to yield efficient work flow

Required Education and Experience:

  • High School diploma or equivalency degree
  • 5+ years of mortgage experience or equivalent experience in a related field
  • Demonstrated leadership or management experience
  • Demonstrated experience making solid business decisions and problem solving
  • Demonstrated experience in analytical, critical thinking, and research techniques
  • Demonstrated experience leading by example to foster relationships within the company and department
  • Demonstrated experience analyzing and interpreting data
  • Demonstrated experience with attention to detail, written and oral communication, multi-tasking, and working in a team atmosphere adhering to strict deadlines
  • Demonstrated experience with MS Office software products

Physical Environment:

  • This position is primarily an in office position
  • Normal office environment

Travel Expectations:

  • Local travel may be required for company or career-related meetings, programs, and/or events.

Reasonable Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.



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