Control Room Team Lead

Job Purpose and Reporting Structure:

Under the direction of the Escrow Services Manager, the Control Room Team Lead will manage the day-to-day operations in the Control Room providing cohesive teamwork and coordinating incoming and outgoing payments, mail and imaging as well as working with internal staff members to meet business needs. The Control Room Team Lead will lead and work closely with the Control Room Support Specialist, Escrow Tax Bill Coordinator and with multiple internal departments, providing administrative support, finalizing escrow payment processes, and identifying process and quality improvement opportunities for Info-Pro Lender Services Inc. The Control Room Team Lead will create, maintain, and refine documentation and processes as well as assisting with special projects. Excellent time management, leadership, problem-solving, communication, and integrity are keys to success in this position.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Processes and Development

  • Plan, prioritize and manage workload volume and ensure distribution of work is maintained to meet all required internally or externally defined timelines.
  • Create and maintain work instructions and process maps pertinent to control room organization, efficient processing of payments and mail, and risk mitigation of high dollar value.
  • Work in conjunction with and make recommendations to the Escrow Services Manager to design and test best practices to enhance quality and efficiency of the control room.
  • Coordinate efforts and liaison across internal departments to develop effective and efficient processes within control room.
  • Continually test, analyze, and report findings to further expand the capabilities of any company escrow system interfaces.
    • Recommend ideas or refer customer suggestions for further development of any company escrow system interfaces.
  • Establish, report metrics and production tracking to the Escrow Services Manager to identify opportunities and manage capacity.
  • Facilitate and lead meetings as needed to coordinate activities or communicate important information cross-functionally to other teams.
  • Manage team member’s electronic time sheets and PTO requests.


Funds Handling

  • Work closely with Treasury, Escrow Operations, Escrow Processing and Data Support teams to complete payment process to tax agencies on behalf of customers and Info-Pro.
  • Receives, distributes, prepares, and delivers checks as needed.
    • Maintains Remote Capture for Treasury
      • Deposits, balances all incoming checks verifying accuracy of deposit to correct checking account.
        • Checks could include:
          • Payment from customers for A/R
          • Refunds from tax agencies
          • Expense Report Checks
          • Payment from customers payable to tax agencies
          • Payment from customers for Info-Pro – Escrow Processing
      • Scan & image/index incoming checks
    • Notify departments, including Treasury, of check receipt by logging check receipt activity and monitoring flow of funds throughout Info-Pro.
    • Maintain security and archive of incoming and outgoing checks.


Control Room Management

  • Incorporate quality as a first priority in all activities.
  • Provide oversight and coordinate duties, activities, and responsibilities within the Control Room.
  • Demonstrate ability to successfully manage capacity in a fast-paced, high volume and time sensitive work environment.
  • Perform document management processes including, but not limited to:
    • Receipt, organize, log, and distribute incoming mail to appropriate internal departments daily maintaining confidentiality.
    • Receive, prepare, log, and deliver outgoing mail to FedEx, UPS, and USPS as needed (customers, vendors, tax agencies, interoffice)
    • Sort, scan, save and track tax agency documentation/tax bills requested for search or escrow payment purposes.
      • Ensure tax bill delivery deadlines and methods are met to customers based on service level contracted.
    • Collate tax bills, payment listings, and other required documentation with payment checks to tax agencies.
    • Verify total outgoing payments with payment documentation, collaborate and troubleshoot with Escrow Operations and Treasury teams as needed.
    • Maintain database for delivery deadlines of on time payments to tax agencies.
    • Monitor payment process closely via company escrow system interfaces and internal logs to implement lead time for processing in advance of required deadlines.
  • Track mailing fees within internal logs and ensure postage accuracy for customer invoicing.
  • Collaborate with Client Services department to communicate customer impacting production tasks.
  • Perform tracking management tasks of Outstanding Checks for Treasury; contacting tax agencies, working with Processing to ensure payments and clearing of check from Escrow Account in timely manner.
  • Assists with project-based work and a variety of special projects as needed by management.
  • Maintains and orders Control Room supply mailing inventory.
  • Maintains Access Databases including but not limited to check requests, Escrow Processing and Control Room.
  • Provides administrative support duties to the organization as needed.
  • Interacts with all levels of executive management, staff and customers with strictest confidence, professionalism, and respect.


Work Environment:

The work environment characteristic description here are representative of those and employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is required to use the telephone, Internet and Microsoft applications while seated at a personal computer workstation, using a keyboard and viewing a PC monitor.

Work Schedule, as position requires

The employee is required to travel (locally) to purchase supplies and perform errands.

The noise level in the work environment is usually moderate.

Qualifications Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Excellent customer service, interpersonal and communication (written and verbal) skills.
  • Excellent organizational skills
  • Intermediate to advanced level of computer application skills and knowledge of Microsoft applications (primarily Word, Excel, Access) and Internet
  • Personal attributes required:
    • Use logical reasoning to arrive at solutions to work-related issues.
    • Maintain self-control under workload pressures without exhibiting negative behavior.
    • Ability to lead and to achieve results through direction and management of employees.
    • Establish and maintain effective working relationships by using appropriate interpersonal skills.
    • Ability to get along with diverse personalities in a tactful, mature, and flexible manner.
  • Resourceful, well-organized, and detailed-oriented.
  • Leads and fosters a team environment.
  • A valid driver’s license is required since (local) travel is required


Education and/or Experience:

Bachelor’s Degree and two years professional office experience is preferred.

Language Skills:

Ability to read, analyze and interpret general computer related periodicals, technical procedures, various program languages and installation manuals. Ability to write business correspondence. Ability to effectively present information and respond to questions from managers and other employees of the organization.

Mathematical Skills:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ration and percent.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral or diagram form.

Other Skills and Abilities:

Requires the ability to operate a personal computer, computer workstation and basic tools and equipment.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel objects, tools or controls; and reach with hands and arms. The employee is required to talk and hear. The employee is occasionally required to stand; walk, smell, and stop, kneel, crouch or crawl.

The employee must frequently lift and/or move up to 20 pounds.

Specific vision abilities required by this job include close vision.

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