Operational Initiatives Manager 1 - Tax, Insurance & Escrow in San Antonio, Texas | DiversityInc Careers
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Operational Initiatives Manager 1 - Tax, Insurance & Escrow

Job Description

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Consumer Lending is an industry leader in supporting homeowners and consumers. Our group includes Home Lending, Personal Lending, and Wells Fargo Auto, and the professional services teams that partner with these businesses. Our foundation for success can be summarized in three beliefs: Our product is service. Our value added is financial advice and guidance. Our competitive advantage is our people. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.


This leader will report to Bill Pinkerton, SVP Operational Initiatives Manager for Customer Account Management. The position will lead a team of approximately 7 direct reports and 450 total staff in its organization.


This leader will be responsible for leading the Tax, Insurance and Escrow team which is responsible for managing over 7MM escrow accounts and ensuring insurances are taxes are paid on all Home Lending accounts.

Specific responsibilities include:

  • Leading a team of over 400 US team members, a very large vendor and significant EGS staff
  • Ensuring proper communication and notification to customers about tax, insurance, mortgage insurances and escrow analyses and payment changes
  • Ensuring proper and accurate calculation of all facets of the escrow account
  • Designs, develops and implements processes to improve, simplify and accelerate the customer experience
  • Works closely with Credit Risk Management and other stakeholders to ensure credit policy and all regulations are followed and executed accurately
  • Leads the team in providing a cohesive, understandable and positive customer experience, whether day to day escrow operations or unique property claims situations
  • Supports all of Servicing with research for complex Tax, Insurance and Escrow situations, as well as leads the execution and account maintenance for Disasters that impact our customers
  • Leads the diverse elements of the team to act as one, drives communication to help customers understand escrow and their taxes and insurance


The successful candidate will work closely with business lines and leadership across Wells Fargo Home Lending. Accordingly, critical success factors will include the ability to manage effectively in a matrix organization, develop partnerships with many businesses and functional areas, increase team member engagement.

Leadership and credibility will be determining factors in selection. Successful candidates will be articulate and possess a demonstrated leadership capability; they will have strong inter-personal effectiveness and be recognized for accomplishments related to a hands-on approach to hiring, retaining, and developing a world-class diverse staff.

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks


Required Qualifications

  • 8+ years of experience in one or a combination of the following: project management, implementation, or strategic planning
  • 6+ years of management experience in a planning environment

Other Desired Qualifications
  • A seasoned executive with at least 10+ years of increasing responsibility in mortgage operations and a demonstrated ability to bring people, process and technology together
  • 7 years management experience required including success managing multiple locations leading 200+ team members
  • 3 years experience required leading one or more vendors, with over $25MM annual spend and significant risk and customer impact from their operations
  • Demonstrated ability to partner and deliver results in a complex and matrixed organization
  • Proven experience in working with Credit Risk Management, implementing and executing policies driven by Credit Risk Management
  • Demonstrated financial acumen including effective budgeting, planning and forecasting
  • Ensuring overall compliance with Legal guidance, government regulations and company policies
  • Proven success in transition of processes to Enterprise Global Services
  • Relationship building and ability to drive decision making through a consensus building approach
  • Demonstrated ability to identify and act upon trends
  • Demonstrated excellence at identifying stakeholders, understanding needs, and driving to resolution
  • Results oriented with outstanding ability to motivate teams and mobilize the resources to accomplish objectives
  • Organizational Awareness - Having and using knowledge of systems, situations, pressures, and culture within the company to identify potential organizational problems and opportunities; perceiving the impact and the implications of decisions on other components of the company as well as the impact on investors, customers, and clients
  • An impeccable reputation for integrity, accuracy, consistency, big picture orientation and business acumen
  • A self-starter with a working knowledge of risk management fundamentals and policy creation
  • Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic

Job Expectations

  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.