The Manager, Mortgage Servicing must be highly analytical, detail-oriented, and customer-focused. This is a Manager position to lead our Escrow, Property Taxes, and Property Insurance servicing functions. This role is critical to ensuring compliance, operational excellence, and a seamless customer experience across all escrow-related processes. This role is also responsible for the continuous innovation and improvement of the operations. A strong emphasis is placed on the continuous analysis of operational processes to identify opportunities for improvement and efficiency gains. MAJOR DUTIES & RESPONSIBILITIES: + Oversee day-to-day operations of escrow account management, including timely and accurate payment of property taxes and insurance premiums. + Ensure compliance with federal, state, and investor regulations (e.g., RESPA, CFPB, Fannie Mae/Freddie Mac guidelines). + Lead process improvement initiatives to enhance operational efficiency, accuracy, and customer satisfaction. + Continuously analyze operational processes to identify inefficiencies, implement improvements, and support innovation. + Analyze escrow trends, exceptions, and risk indicators to proactively address issues and optimize performance. + Collaborate with internal departments (Customer Service, Compliance, IT) and external vendors (tax services, insurance providers). + Develop and monitor KPIs, dashboards, and reports to track team performance and service levels. + Manage audits, regulatory exams, and investor reviews related to escrow functions. + Coach, mentor, and develop a team of escrow specialists and analysts. EDUCATION AND EXPERIENCE: + Bachelor’s in Business Administration or any other related area. + At least four (4) years of experience related to Auto & Life Insurance products. + Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities. + Strong knowledge of escrow regulations, tax cycles, insurance claim processes, and servicing best practices. + Demonstrated analytical and problem-solving skills, with the ability to interpret complex data and drive actionable insights. + Proven track record of proactivity and innovation, including process automation or system enhancements. + Exceptional attention to detail and commitment to operational accuracy. + Strong customer orientation, with a focus on delivering a seamless borrower experience. + Excellent communication, leadership, and stakeholder management skills. + Proficiency in servicing platforms (e.g., MSP, Black Knight or Horizon, FIS) and data tools (Excel, Power BI, SQL a plus). WORK AUTHORIZATION & ELEGIBILITY: + Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization. + Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization. Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities) Recruitment Privacy Statement (https://orientalbank.com/assets/pdfs/recruitment\_privacy\_policy\_statement.pdf) Compliance Posters #LI-Hybrid This may be the opportunity to change your life and take your career to the next level. Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability. Included is reference material including our recruitment privacy policy and any relevant labor laws we abide to: Compliance_Posters / Labor Laws (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf) Recruitment Privacy Policy Statement Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel. Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables: Afiches de Cumplimiento/ Leyes Laborales (https://orientalbank.com/assets/pdfs/compliance\_posters.pdf) Política de Privacidad de Reclutamiento