As an Agency Insurance & Escrow Manager in Agency & Institutional Capital Loan Servicing and Asset Management, you will lead and equip a team responsible for ongoing Fannie Mae and Freddie Mac multifamily insurance compliance, real estate tax administration, escrow account oversight, and exception resolution. You will establish clear expectations, provide subject matter coaching, maintain training and coverage plans, and ensure employees have the procedures, tools, and context needed to make sound decisions and deliver consistent results.

The role serves as an escalation point for complex or high-risk insurance, tax, and escrow matters. You will oversee vendor performance, insurance waiver and tax variance processing, non-escrow tax monitoring, manual escrow analysis, and resolution of issues that may affect collateral value, lien priority, investor compliance, or the borrower experience. You will reinforce a strong control environment through documented procedures, quality reviews, audit-ready evidence, workload management, and continuous process improvement.

• Manage, coach, and develop Insurance and Escrow Associates, including onboarding, role-based training plans, cross-training, workload coverage, regular feedback, and ongoing subject matter development.

• Equip team members with current procedures, job aids, escalation standards, investor requirements, and practical guidance needed to independently resolve routine matters and appropriately escalate complex issues.

• Own capacity planning and workload allocation across insurance renewals, tax administration, non-escrow monitoring, escrow analysis exceptions, borrower inquiries, and peak processing periods.

• Establish and reinforce quality standards, review practices, approval authorities, and escalation protocols to improve accuracy, timeliness, consistency, and control execution.

• Serve as the management escalation point for complex insurance, tax, and escrow matters involving borrowers, insurance agents, taxing authorities, vendors, Asset Managers, Risk, and internal servicing partners.

• Maintain a strong control environment by ensuring procedures and desk instructions are current; reviews and approvals are evidenced; records are complete; and activities remain audit-ready.

• Monitor key deliverables, aging items, recurring defects, and emerging risks; provide concise management reporting and ensure timely corrective action.

• Drive process improvements through standardization, workflow enhancements, automation opportunities, stronger reconciliations, and improved exception visibility.

• Partner effectively with Operations, Asset Management, Risk, Finance, Legal, Technology, Agency partners, vendors, and other stakeholders to support compliant and resilient servicing execution.

• Promote a culture of accountability, sound judgment, constructive challenge, continuous learning, and best-in-class borrower and client service.

• At least 5 years of combined experience in multifamily mortgage loan insurance compliance, escrow administration, and tax servicing.

• Prior experience leading others through direct people management or demonstrated team leadership, including coaching, training, workflow oversight, review or quality assurance accountability, or acting-lead responsibilities.

• Working familiarity with Fannie Mae and Freddie Mac multifamily servicing and insurance requirements, with the ability to interpret and apply program guides, coverage standards, and servicing obligations.

• Knowledge of commercial property and casualty insurance, including property, flood, wind, earthquake, terrorism, general liability, workers compensation, automobile, professional liability, and umbrella or excess coverage.

• Working knowledge of real estate tax administration, escrow account reconciliation, escrow analysis methodologies, shortage and surplus calculations, borrower payment adjustments, and exception resolution.

• Strong control mindset and attention to detail, with the ability to maintain complete documentation, identify emerging risks, and make sound decisions with limited supervision.

• Excellent written and verbal communication skills, including the ability to coach employees, set clear expectations, influence stakeholders, and communicate complex issues to leadership.

• Ability to manage competing priorities, deadlines, vendors, and escalations in a fast-paced environment while maintaining consistent execution and service quality.

• Strong Microsoft Office proficiency, particularly Excel, Word, Outlook, and PowerPoint.

• Bachelor’s degree in Business, Finance, Accounting, Risk Management, Insurance, or equivalent work experience.

• Experience working with third-party insurance and tax service providers, including vendor output review, issue reconciliation, performance oversight, and escalation management.

• Experience reviewing commercial insurance policies, binders, endorsements, certificates, and evidence of insurance for compliance with Agency and lender requirements.

• Knowledge of commercial real estate loan documents as they relate to insurance, taxes, escrow obligations, lender protections, and borrower servicing requirements.

• Experience with McCracken Strategy and insurance or tax monitoring platforms.

• Experience developing procedures, training materials, quality review routines, management reporting, and leadership-ready summaries.