Escrow & Customer Service Manager

Salary Range: $89,161.00 To $129,283.00 Annually

RIHousing – Escrow & Customer Service Manager

Salary - $89,161.00 - $129.283.00

Please note: This pay range represents the base annual full-time salary for all positions within this job grade. The actual salary offered will depend on factors such as experience and other job‑ related‑ qualifications.

What we are all about:

We are seeking a dynamic professional to join our team as the Escrow & Customer Service Manager. This role provides strategic and operational leadership to supervisor-level staff responsible for frontline customer interactions and escrow account management. The Manager ensures consistent service delivery, process accuracy, and regulatory compliance across both functions. A key focus of this role is maintaining robust quality control frameworks while identifying, assessing, and mitigating operational risks to support organizational effectiveness and customer satisfaction.

This is a hybrid position based in Providence, Rhode Island, where you will be an integral part of our Loan Servicing team. The role is designed for face-to-face collaboration and direct involvement in our office environment.

What you’ll do daily:

• Lead, coach, and develop the Customer Service Supervisor and Escrow team staff; establish performance expectations, conduct regular coaching, and support employee growth and engagement.
• Oversee daily escrow operations to ensure the timely and accurate payment of real estate taxes, hazard and flood insurance premiums, mortgage insurance, insurance loss proceeds, and FHA 203(k) rehabilitation funds.
• Design, implement, and maintain quality control processes to ensure service excellence, transactional accuracy, regulatory compliance, and effective risk management.
• Identify operational risks, process gaps, and control weaknesses; develop and implement solutions to strengthen internal controls and improve efficiency.
• Collaborate with Compliance, Risk Management, Audit, Loan Servicing Leadership, and the Assistant Director of Loan Servicing to ensure adherence to organizational standards and regulatory requirements.
• Assist with the conversion of acquired loan portfolios into RIHousing's single-family servicing portfolio, ensuring compliance with multi-state escrow requirements, lender-placed insurance regulations, and RESPA/CFPB loan transfer requirements.
• Provide leadership and support for the resolution of complex customer and escrow-related issues, including escrow discrepancies, escrow analyses, insurance claims, and FHA 203(k) rehabilitation loan inquiries.
• Manage relationships with third-party tax service and insurance tracking vendors, ensuring service quality, operational effectiveness, and compliance with applicable regulatory requirements.
• Oversee processes related to real estate tax payment, reconciliation, insurance monitoring, insurance premium payments, and lender-placed insurance administration.
• Ensure customer complaints, inquiries, and regulatory requests are addressed within required timeframes and in accordance with RESPA, CFPB, SAFE Act, GLBA, and other applicable federal and state regulations.
• Train staff on loan servicing practices, policies, procedures, and third-party technology platforms; provide technical guidance to the Operations Specialists as needed.
• Review operational reports, production metrics, exception reports, and tickler reports to ensure timely completion of servicing activities and resolution of outstanding items.
• Maintain relationships with municipal taxing authorities and external business partners to support efficient escrow operations.
• Develop, maintain, and update escrow-related policies and procedures; remain current on RIHousing program requirements, investor guidelines (Fannie Mae, Freddie Mac, Ginnie Mae), FHA requirements, private mortgage insurance requirements, and mortgage servicing regulations.
• Develop an understanding of Customer Service operations and recommend process improvements, quality control measures, reporting enhancements, and workflow efficiencies.
• Provide backup leadership for Customer Service functions, including loan boarding, payment processing, payoff administration, Successor in Interest requests, partial lien releases, mortgage discharges, MERS administration, and Iron Mountain file management systems.
• Manage the partial release of lien request process and oversee special projects and other duties as assigned.

How you will make an impact:

• Ensure the accurate and timely disbursement of escrow funds through effective oversight of internal processes, third-party vendors, and key external partners, including municipal taxing authorities.
• Deliver reliable reporting, administrative oversight, and year-end activities that support informed decision-making and operational excellence.
• Drive continuous improvement by maintaining current policies and procedures, supporting strategic initiatives, and contributing to special projects that enhance servicing operations.
• Safeguard the organization by ensuring compliance with federal and state audit requirements, privacy regulations, and information security standards.
• Promote portfolio accuracy and regulatory compliance by monitoring loan portfolio notifications and validating customer information throughout the servicing lifecycle.

What success looks like in this position:

• Three to five (3-5) years of leadership experience in loan servicing, customer service, escrow administration, or related financial services operations.
• Strong understanding of escrow regulations, mortgage servicing standards, and quality control best practices.
• Demonstrated ability to lead teams, coach supervisors, and build high-performing, compliant operations.
• Excellent verbal and written communication, analytical, computer, organizational, and problem-solving skills
• Proven track record implementing quality assurance programs and risk mitigation strategies.
• Bilingual ability preferred (particularly Spanish)
• Associate's degree in business administration, real estate, or related field (Bachelor's preferred)

Not sure if you meet all the qualifications? Let us decide!

Why RIHousing:

• Mission-Driven Organization
• Mentorship Program
• Lunch and Learn series
• Employee Recognition Programs
• Dedicated Workforce
• Parking Stipend
• Medical/Dental/Vision/Life Insurance
• Paid Time Off
• Retirement Options
• Flexible Work Hours- If Position Eligible, Future Hybrid Work May Be Available
• Education Reimbursement
• Onsite Fitness Classes
• Volunteer Days
• Winner of “Best Places to Work” 2016, 2018, 2019, 2021 – 2026
• Greater Providence Chamber of Commerce Worksite Health Award 2013 – 2026
• PBN's Healthiest Employers of RI 2025 & 2026

About RIHousing

RIHousing works to ensure that all people who live in Rhode Island can afford a healthy, attractive home that meets their needs. RIHousing provides loans, grants, education, and assistance to help Rhode Islanders find, rent, buy, build, and keep a good home. Created by the General Assembly in 1973, RIHousing is a self-sustaining corporation and receives no state funding for operations.