Job Details

The Mortgage Servicing Tax Manager supports the execution of all real estate tax-related activities within the Mortgage Servicing Department. This role guides the tax team in ensuring timely and accurate tax disbursements, regulatory compliance, and strong internal controls while delivering reliable service to customers and internal partners. The manager assists with training and development, helps coordinate daily workflows, supports process improvements, and performs quality reviews. This role also collaborates with other servicing leaders and serves as backup support as needed.

Responsibilities

Team Leadership & Supervision:

• Set a strong example for direct reports and foster a culture of accountability, collaboration, and continuous growth.
• Provide continuous coaching and mentorship, targeting growth and learning opportunities to develop skills of direct reports.
• Align team goals with the company's mission and objectives, ensuring clarity in priorities and direction.
• Proactively identify potential issues, facilitate open communication, and implement solutions that support team cohesion and overall effectiveness.

• Oversee daily workflow of escrow accounts and allocate resources to meet departmental deadlines and service level expectations.
• Manage scheduling for training, time off (FTO), and daily production demands.
• Ensure the timely tracking and disbursement of real estate taxes for all serviced mortgage loans.
• Monitor delinquent tax activity and take appropriate action to mitigate risk and protect the bank from financial loss.
• Review escalated or complex escrow analyses and customer inquiries, ensuring accurate resolution and communication.
• Validate escrow analysis schedules and ensure changes to monthly escrow payments are properly calculated, documented, and communicated.

• Ensure all tax-related servicing activities comply with investor, insurer, regulatory, and federal/state requirements.
• Maintain strong internal controls; monitor adherence to policies and procedures.
• Review daily work, quality control reports, and system outputs to ensure accuracy and data integrity.
• Serve as primary point of contact for internal audits, investor audits, and examinations related to escrow and PMI activities.

• Oversee the creation, review, and maintenance of departmental procedures and workflows.
• Identify opportunities for operational efficiencies, error reduction, automation, and improved customer experience.
• Partner with leadership, Compliance, Risk, IT, and other Mortgage Operations teams to implement process improvements and system enhancements.

• Serve as an escalation resource for customer complaints or sensitive inquiries related to escrow, taxes, or PMI.
• Build and maintain effective working relationships with external vendors, including MIP companies and tax service providers.
• Participate in manager meetings, system enhancements, year-end processes, and special projects.
• Serve as backup to other Mortgage Servicing management positions.

• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

• Bachelor's degree in finance, business, or other similar field; or equivalent experience.
• 4 - 6 years of experience with a core mortgage loan servicing system.
• Prior escrow and real estate tax servicing experience required.
• 1-2 years of demonstrated leadership or supervisory experience, preferred.

• Strong verbal and written communication skills
• Excellent organizational, analytical, research, and problem-solving abilities
• Ability to exercise sound judgment, think critically, and work independently
• Proven ability to motivate, coach, and develop team members
• Professional demeanor with the ability to represent the department and bank positively