Title Commitment Manager

As a manager the expectation is that you are leading a team of people to complete the examination of title products and the delivery to the client. This includes all communications required to solve issues for our clients (internal and external). Three primary goals have been identified:

• SLA Management
  1. Monitoring all transactions on the Title Status dashboard and proactively managing files approaching SLA including those in progress by our BPO partners
  2. Ensuring Assumptions TTLs are processed
  3. Processing over-the-limit files on the dashboard and submitting them to underwriting for review
  4. Processing files on the dashboard when volume/staffing require additional assistance
  5. Reviewing and reporting on misses and identifying ways to mitigate
  6. Interacting with Title Ops on any issues with searches being received.
• Quality Management
  1. Monitoring quality both internal and offshore and addressing any tall bars
  2. Assisting with updating the helpful hints
  3. Ensuring the Title Commitment inbox is monitored and ensuring all requests are addressed in a timely manner
  4. Looking for trends in quality issues and addressing them with the team or individuals appropriately
  5. Drive process adherence with the team. Includes implementing any changes as agreed upon with the management team.
• Productivity Management
  1. Monitoring the Teams productivity and ensuring all are meeting production expectations consistently;
  2. Working with each team member to assist them in improving production and/or meeting expectations. Putting team members on PIP as necessary and working with management to address chronic issues.
  3. Responding to questions that both the internal and external teams send (i.e. manage the title questions mailbox)

Requirements:

• High School Diploma or Equivalent
• 5 years experience of searching and examining experience with refinance and resale transactions California experience required
• Strong customer service focus
• Proficient typing (55 WPM)

Additional Managerial Duties:

• Assisting with management reporting (i.e. Sending out daily SLA emails)
• Identifying tech enhancements that will improve the delivery of the team and help building requirements and identifying the ROI
• Ensuring tickets are placed for any bugs identified so we can further work toward resolving them
• Participate in UATs and release testing as needed
• Escalate issues to underwriting for additional review as needed
• Conduct team meetings to ensure all team members receive all necessary communications.
• Address and enhance team morale through fun activities.
• Communicate with peers effectively to resolve issues.
• Other duties as needed to ensure team success.

All onboarding employees will be required to complete a pre-employment background check and drug screening.

We are an Equal Opportunity employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation age national origin disability protected veteran status gender identity or any other factor protected by applicable federal state or local laws. Mortgage Connect is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. To request reasonable accommodation contact