Escrow Specialist

About the Company

Guardian Savings Bank is a large lender in Cincinnati, Northern Kentucky, Lexington and Louisville that puts people first. Our customers are part of a close-knit community and their banking needs are both met and serviced locally. Everything from opening an account, securing a home loan or getting advice on the best banking options, we’re here for you. In a fast-paced world, you can count on Guardian Savings Bank to slow down and give you the attention you deserve.

About the Role

Guardian Savings Bank is looking for an Escrow Specialist to assist our borrowers with everyday tax and insurance needs. The Escrow Specialist is the first line contact with borrowers to resolve complex escrow needs. From taxes, insurance, flood, PMI and beyond, the Escrow Specialist ensures timely payment of all escrowed items and works with borrowers to help them understand escrow needs and concerns.

Responsibilities

• Handle complex customer phone inquiries related to escrow analyses, property taxes, insurance, PMI, FHA requirements, and monthly payment changes.
• Take ownership of escalated customer account issues and resolve complex research and servicing requests.
• Train new employees and cross-train staff from other departments on escrow, tax, insurance, and analysis functions.
• Respond to quality control and compliance review findings and inquiries.
• Complete monthly reporting to ensure mortgage payment adjustments are processed in compliance with RESPA requirements.
• Review and document accounts with payment increases or decreases that fall outside established escrow tolerances.
• Complete monthly exception reporting to identify and resolve issues that could prevent timely annual escrow analyses.
• Review and clear vendor exception reports to ensure timely processing of escrow-related transactions in compliance with FDICIA and Sarbanes-Oxley requirements.
• Prepare and process wires to third-party tax and insurance service providers.
• Review, approve, deny, and process claims submitted by tax service providers that may result in Guardian charge-offs.
• Collaborate with vendors, customers, tax authorities, insurance carriers, and internal business partners to resolve escrow-related servicing issues and correct account setup discrepancies.
• Track and recover advances issued to correct escrow payment errors.
• Process daily correspondence and facilitate time-sensitive communications with vendors.
• Process customer requests to establish, remove, and reanalyze escrow accounts.
• Clearly explain escrow analyses, payment changes, shortages, surpluses, and escrow calculations to customers by phone and in writing.
• Research and resolve tax and insurance issues that result in escrow shortages, overages, or payment discrepancies.
• Ensure escrow analysis statements, checks, and related customer notifications are mailed within required RESPA timeframes.
• Partner with Default Servicing to ensure accounts exiting bankruptcy or loan modification programs are analyzed and maintained accurately.
• Perform other duties and special projects as assigned.

Qualifications

• Education and Experience
• High School Diploma required. Additional college credits and/or degrees preferred

Required Skills

• 1-2 years of escrow experience preferred.
• Strong customer service and phone skills are required. This position involves frequent interaction with borrowers, taxing authorities, insurance agents, and internal staff throughout the day.
• Exceptional attention to detail and accuracy when handling escrow transactions, payments, and account maintenance.
• Ability to prioritize multiple tasks and manage competing deadlines in a fast-paced environment.
• Comfortable working in a team setting where employees are regularly on the phone and distractions are present.
• Strong problem-solving skills and ability to research and resolve issues independently.
• Working knowledge of mortgage servicing and mortgage documentation preferred.
• Proficient with Microsoft Excel, Word, and Outlook.
• Dependable, organized, and accountable for completing work accurately and on time.
• Excellent written and verbal communication skills.
• Self-starter with a strong work ethic and the ability to work with minimal supervision.
• Team-oriented and willing to assist others to ensure department goals are achieved.
• Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required for this position.
• Duties, responsibilities and activities may change at any time; with or without notice.

Preferred Skills

• None specified.

Equal Opportunity Statement

Guardian Savings Bank is an Equal Employment Opportunity and Affirmative Action Employer and will make all employment-related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.