Escrow Support Manager

Escrow Support Manager

BCforward is currently seeking a highly motivated Escrow Support Manager- Phoenix, AZ 85037

Position Title: Escrow Support Manager

Location: Phoenix, AZ 85037

Anticipated Start Date: ASAP

Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 3 Months.

Job Type: FULL TIME 40 hours a week, CONTRACT, ONSITE

Shift: M-F 8 AM to 5 PM.

Job Description:

Duties:

About the Role

The Escrow Support Supervisor is a key leadership role responsible for managing a centralized, high-volume production team that supports the initiation and closing of residential escrow transactions. Reporting directly to the Escrow Support Manager, this position leads daily operations, ensures compliance and quality, and drives performance in a deadline-driven environment with frequent volume fluctuations.

This role plays a critical role in relieving branch teams of intensive clerical workload, improving turnaround times, and supporting exceptional customer service. It is best suited for a resilient, hands-on leader who thrives in fast-paced environments, is comfortable making decisions under pressure, and can balance operational demands with strong people leadership.

How You'll Contribute

Lead and supervise a centralized escrow processing team, managing daily production workflow in a high-volume environment.

Maintain accountability for productivity, quality, turnaround times, and service level agreements (SLAs).

Monitor workloads, adjust staffing priorities, and authorize overtime as needed to meet business deadlines.

Review escrow documentation for accuracy, completeness, and compliance; resolve escalated or complex issues.

Ensure adherence to company policies, escrow procedures, and all applicable regulatory requirements.

Partner with branch teams to communicate expectations, process updates, and quality standards.

Prepare and present production, quality, and performance reports to leadership.

Interview, hire, onboard, train, and develop team members.

Conduct performance reviews, provide coaching, address performance issues, and support corrective action when needed.

Lead change initiatives related to process improvements, system updates, or workflow adjustments.

Foster a culture of accountability, collaboration, and continuous improvement.

Leadership & Accountability Expectations

Serve as the primary point of accountability for team performance during peak volume and deadline-sensitive periods.

Make real-time decisions to mitigate risk, manage bottlenecks, and maintain service commitments.

Proactively identify trends impacting productivity, quality, or morale and implement corrective actions.

Maintain team engagement and professionalism during high-stress production cycles.

Work Environment & Schedule Expectations

This role operates in a high-demand, production-driven environment with strict deadlines.

Extended hours and overtime are frequently required during peak periods (e.g., month-end, quarter-end, and volume surges).

Workload intensity may fluctuate based on market conditions and transaction volume.

Flexibility in scheduling is required to meet operational needs and service commitments.

100% on-site work environment.

Skills:

Skills & Abilities

Strong leadership skills with the ability to motivate and manage teams under pressure.

Demonstrated ability to remain calm, decisive, and solutions-focused in high-stress situations.

Excellent organizational skills and attention to detail.

Strong working knowledge of escrow procedures, documentation, and regulatory compliance.

Proficiency in Microsoft Office and escrow-related systems.

Effective communication skills, including the ability to deliver clear direction and constructive feedback.

Strong problem-solving, conflict resolution, and decision-making abilities.

Ability to manage competing priorities while meeting aggressive deadlines.

Who Will Be Successful in This Role

Leaders who thrive in fast-paced, deadline-driven environments.

Supervisors who are comfortable managing performance, accountability, and difficult conversations.

Professionals experienced in balancing operational metrics with people leadership.

Individuals who adapt quickly to change and can guide teams through evolving processes.

Those who take ownership of outcomes and lead with resilience and integrity.

Education:

High School Diploma or equivalent required.

Experience

3-5 years of directly related experience in escrow processing or loan closings.

Minimum of 2 years of experience in a lead or supervisory role within a production environment.

Experience managing high-volume workflows with strict deadlines.

Familiarity with P&L statements and operational cost awareness preferred.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

Interested candidates please send resume in Word format Please reference job code 249221 when responding to this ad.

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