Escrow Holdback Team Lead

CrossCountry Mortgage, LLC

Escrow Holdback Team Lead overseeing EHB staff and ensuring compliance with service level agreements at CrossCountry Mortgage. Collaborating across departments and managing loan processes efficiently.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Oversee the day-to-day activities of the EHB staff, ensuring high-quality customer service and adherence to service level agreements.
Provide guidance and resolution for escalated loan files and loan-level inquiries while managing workflow for Post-Closing Escrow Holdback processes.
Assign and balance workflow, conduct employee performance evaluations, monitor timecards, and support overall team productivity and compliance.
Collaborate with cross-functional departments to resolve problems and support initiatives.
Monitor and manage daily pipelines to optimize productivity, balance workloads, ensure service level agreements are met, and maintain compliance with CCM policies and loan approval requirements.
Serve as a liaison between CCM branches, loan officers, clients, and third-party vendors.
Ensure a thorough review of all required documents to support disbursements.
Manage the loan disbursement process and provide guidance to Escrow Holdback Specialists.
Monitor undeliverable loans and rate lock expiration dates to ensure extensions are requested and loans are re-locked.
Manage and monitor Agency Close Outs of Escrow Holdbacks.
Hold weekly meetings and perform monthly spot checks to ensure accuracy, completeness, and compliance.
Coordinate with CCM Accounting for reconciliation regarding disbursement of funds.
Manage employee timecard corrections, monitor and approve PTO requests.
Complete and facilitate employee performance evaluations.
Communicate any recommended updates or revisions to the Escrow Holdback Policies and Procedures to the Insuring and Escrow Holdback Manager.
Communicate operational trends and recurring issues.
Maintain a limited pipeline of loans to support workflow management and ensure balanced team coverage.
Provide training and onboarding support to new employees.

Requirements

What you’ll need

High School Diploma or equivalent.
3+ years of mortgage lending experience.
Supervisory experience, preferred.
Experience with Encompass, preferred.
Excellent communication skills.
Skilled in problem solving.
Excellent math and analytical skills.
Excellent prioritization and time management skills.
Proficient in Microsoft Outlook, Excel, Word, and Windows.

Benefits

Comp & perks

medical
dental
vision
401K
company-provided short-term disability
employee assistance program
wellness program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Loan Disbursement ManagementPerformance EvaluationTime ManagementAnalytical SkillsWorkflow Management

Soft Skills

Excellent CommunicationProblem SolvingPrioritization