About the Role

Orchard is looking for a Senior Escrow Officer, Team Lead  to run the day to day operations and own the responsibility for ensuring that the escrow experience delights our sellers and buyers from post-contract to close. You will manage a team and oversee preparation of closing documents, and post-closing requirements.The ideal candidate is a seasoned leader with deep expertise in national title and escrow rules and regulations, and is exceptionally customer-centric with the stamina to build new processes that improve performance in a dynamic, fast-paced, ever-changing environment. This is a full time role that will report into the General Manager of Title & Closing Operations and be based out of our growing Austin, Texas office.

What You’ll Do Here

• Manage escrow team members’ quality of work, adherence to procedures, and timely progress of all business functions to hit deadlines
• Coach the team in delivering best-in-class closing services to our clients, and achieve targets/metrics and planned objectives; effectively communicate with customers by telephone and written correspondence 
• Monitor internal processes and procedures to ensure best practices and documentation are maintained, and identify areas of organizational risk and non-compliance in partnership with our Compliance Manager 
• Evaluate, improve, and develop systems for escrow team to increase efficiency and eliminate errors while always considering the impact on the customer experience
• Handle escalations and make recommendations to the GM, Title and Closing about the best course of action on a case-by-case basis
• Leverage playbooks, scripts, coaching, Service Level Agreements, and performance management to ensure consistent, repeatable execution
• On-board and retain exceptional escrow team members in-line with the growth of the business to deliver consistently exceptional customer satisfaction
• Clearly communicate and collaborate with cross-department contacts in Customer Experience, Sales, Contract Operations, and Engineering to promptly troubleshoot and resolve any issues in the Escrow, Title & Closing process to avoid delays in the client engagement timeline

We’d Love to Hear From You if You Have:

• 3+ years of experience managing a title, escrow and/or closing team focused on single family residential real estate transactions
• Strong understanding of National title and ATLA rules and regulations
• Balanced, candid and caring leadership style focused on building a positive, high performance culture
• Experience preparing closing disclosures, escrow agreements, and other settlement documents; processing and closing files, and receipt and disbursement of funds
• Success communicating and effectively partnering with realtors, lenders, mortgage brokers, and clients
• Exceptional verbal and written communication skills, and a keen attention to detail with high-standard for quality
• Entrepreneurial spirit, seeing ambiguity as an opportunity and obstacles as chances to build new solutions
• Track record of good business judgment executed with maturity and diplomacy
• Action-oriented bias with a history of getting things done in complex, fast-moving environments

About the Title, Escrow & Closing Team

Orchard Title is an affiliate of Orchard, fully dedicated to offering Title & Escrow services to customers to provide the most seamless, delightful closing experience possible. Orchard Title has a national footprint; we are currently in Texas, Georgia and Colorado with plans to expand to additional states in 2021.