Insurance Services Team Lead

Position: Insurance Services Team Lead

Location: Austin, TX or Remote

If in the Austin area, the first 90 days will be in office with the option to work hybrid or remote at the end of the 90 days.

Pay: $25-$30/hr DOE

Hours: M-F 8am-5pm CST

Position Summary:

The Insurance Services Team Lead plays a key supporting role in the day-to-day operations of the Insurance team within Escrow Services. This position assists the manager by training new hires, reviewing processes, addressing exceptions, and helping ensure compliance with investor and regulatory guidelines. The team lead serves as a go-to resource for peers, helping resolve escalated issues, improving process consistency, and supporting training and development efforts.

Duties and Responsibilities:

Training & Development

• Leads on-the-job (OTJ) training for new hires.
• Supports process improvement efforts by helping develop and deliver training on updates and changes.
• Assists the supervisor with global support training and helps review and resolve questions related to offshore processes.

Operational Support

• Helps manage the day-to-day workflow of the Insurance team by assigning tasks, monitoring exception queues, reporting tools, and dashboards (Power BI, exceptions dashboards, daily/weekly reports).
• Assists in reviewing open hazard, flood, and loss draft items to ensure timely disbursement.
• Supports accurate processing of daily wires to vendors and the application of refunds to borrower accounts.
• Monitors task queues to ensure timely research and resolution.

Reporting & Procedure Management

• Assists with the monthly REO Billing and Manual Bill processes, including reviewing reports, identifying enhancements, and helping update related procedures.
• Helps track and document recurring errors and escalations to support root cause resolution.
• Assists in maintaining up-to-date policies and procedures to ensure process accuracy and compliance.

Leadership & Collaboration

• Serves as a resource for team members handling escalated hazard and flood insurance issues, ensuring borrower concerns are addressed within required timelines.
• Assists the supervisor and manager with coaching and development of staff through feedback and day-to-day support.
• Reviews QA/QC feedback and contributes to discussions on rebuttals and process alignment.

Desired Education/Experience:

1. 2+ years of experience in escrow – Insurance and Loss Drafts preferred;
2. 2+ years of experience analyzing and documenting complex business processes;
3. In depth knowledge of MSP, with at least 2 years recent experience working with MSP;
4. History of reliable attendance;

Key Competencies:

1. Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry;
2. Ability to meet deadlines while working under pressure;
3. Must have demonstrated ability to achieve goals;
4. Handle simultaneous tasks and projects in a fast-paced environment.
5. Able to work independently, as well as part of a team;
6. Good business writing skills;
7. Excellent business math skills;
8. Analytical and organized;
9. Excellent verbal and written communication skills;
10. Strong PC skills. Must be proficient in MS Windows, MS Outlook, MS Office Suite, , MS SharePoint;
11. Ability to interact professionally with a diverse group, including senior executives, managers, subject matter experts, and third-party business partners.
12. Bilingual (English/Spanish) a plus.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

[EOE/M/F/D/V. Drug-free workplace.]

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

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