About the Role

Orchard is looking for a Team Lead to manage our National Escrow Officers, provide hands-on coaching, support, and ensure the team meets both production and customer satisfaction goals. The Escrow Team Lead will report directly to Orchard’s Escrow Manager.  

As the Team Lead, you’ll be responsible for ensuring that the title & escrow experience is best in class for our customers from post-contract to close. A great candidate for this position is exceptionally customer-centric with the stamina to coach up new and senior Escrow Officers and consistently help identify solutions for areas of inefficiency or process gaps. This person is also a seasoned leader with deep expertise in title and escrow rules and regulations, preparation of closing documents, and post-closing requirements in multiple states Orchard is operational in. You must have a strong history of building, coaching, and scaling a team of high-performing escrow officers. 

This is a hands-on role partnering with a growing company. The ideal candidate is comfortable with change, welcomes innovation, and is always willing to roll up their sleeves on any task big or small in order for us to help deliver an incredible home buying and selling experience for our customers. You are someone that works with a sense of urgency at all times and believes in doing what’s right for the customer consistently.

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
• Build a healthy culture of open and direct feedback
• Deliver best-in-class closing services to our clients, and achieve targets/metrics and planned objectives; effectively communicate with customers by telephone and written correspondence 
• Hire, onboard, 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 Title process to avoid delays in the client engagement timeline
• Monitor internal processes and procedures to ensure best practices are maintained, and identify areas of organizational risk and non-compliance
• Build and track reports, QA processes, and training materials to meet and exceed SLAs required of a high performing team; provide visibility into the business status to ensure completion of all necessary tasks
• Evaluate, improve, and develop systems for the escrow team to increase efficiencies, and eliminate errors while always considering the impact on the customer experience
• Leverage playbooks, scripts, coaching, Service Level Agreements, and performance management to ensure consistent, repeatable execution
• Maintain necessary documentation for reporting purposes
• Gather and synthesize customer & internal feedback

We’d Love to Hear From You if You:

• Have 2+ years of experience working on and leading a title, escrow, and closing team for single-family residential real estate transactions
• Are a proven multi-tasker with the ability to prioritize and manage time based on business and operational needs and urgencies
• Are a leader who sees ambiguity as an opportunity, and obstacles as chances to build new solutions
• Are caring and nurturing and strive to create solutions, provide guidance, clarity, direction, and order for the success of their team members in a positive environment
• Are action-oriented with a history of getting things done in complex, fast-moving environments
• Are highly effective at building collaborative relationships across our entire organization
• Have a track record of good business judgment with maturity, diplomacy
• Have a strong and structured communication style, both verbal and written

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