Lead Name Change/Resale Processor

Westgate Resorts • Ocoee, FL

3d

About The Position

The Lead Name Change/Resale Processor leads the Name Change team while managing owner requests involving title transfers, ownership name changes, deceased-owner title clearance, resale documentation, and mortgage protection insurance claims. The role handles high volumes of inbound and outbound calls and correspondence, coordinates with owners, courts, attorneys, trustees, and internal departments, and ensures requests are handled accurately and efficiently. The Lead provides day-to-day guidance, coaching, support, and performance feedback to team members, and identifies opportunities to improve workflows and departmental processes.

The position includes researching public records and title information; drafting and sending professional correspondence; communicating documentation requirements and procedures; maintaining assigned CSM cases and resolving issues within established timelines, including a required 24-hour turnaround; tracking correspondence and mail-out codes; reviewing departmental email; scanning and maintaining records; preparing outgoing mail and FedEx shipments; and picking up and delivering departmental mail when assigned. The Lead also assists with team workload, special projects, and other administrative functions as assigned.

Requirements

• At least 6 months to 1 year of related experience and/or training, or an equivalent combination of education and experience.
• High school diploma or GED, or an equivalent combination of education and relevant experience.
• Excellent customer service and supervisory skills.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to communicate professionally with owners, attorneys, trustees, courts, and internal departments.
• Ability to lead, coach, motivate, and support a team in meeting departmental and production goals.
• Ability to work collaboratively and promote a positive team environment.
• Strong attention to detail and commitment to accuracy.
• Ability to prioritize and manage multiple assignments in a fast-paced environment and work effectively under pressure.
• Basic computer proficiency, including experience with Microsoft Office.
• General math, reasoning, and language skills.
• Ability to research and interpret public records and title-related documentation.
• Strong problem-solving and follow-up skills.
• Ability to maintain accurate records and confidential documentation.

Nice To Haves

• Previous supervisory or team leadership experience.
• Knowledge of using public records for title searches.
• Experience in title services, ownership services, title transfers, deeds, legal documentation, real estate, mortgage servicing, timeshare, customer service, or administrative processing.
• Experience in a high-volume phone or customer service environment.

Responsibilities

• Lead and supervise the Name Change team, providing daily direction, coaching, support, and performance feedback.
• Handle a high volume of inbound and outbound calls and correspondence with owners, attorneys, courts, trustees, and internal departments for most of the shift.
• Process and assist with requests involving title transfers, name changes, resale documentation, deceased-owner title clearance, and mortgage protection claims.
• Research public records and available title information for title-related requests.
• Initiate correspondence with owners based on requests received by phone, email, or mail.
• Draft and send professional responses to owners, attorneys, trustees, and other parties to resolve title and ownership matters.
• Communicate documentation requirements and provide procedural correspondence related to claims and clearing deceased owners from title.
• Maintain assigned CSM cases and resolve issues within established timelines, including the required 24-hour turnaround.
• Track incoming and outgoing correspondence and maintain accurate records related to name changes, resales, title matters, and owner requests.
• Track mail-out codes and complete appropriate follow-up.
• Review and respond to departmental emails in a timely and professional manner.
• Scan and maintain correspondence received from owners, attorneys, courts, and other departments.
• Prepare and process outgoing mail, correspondence, and FedEx shipments.
• Pick up and deliver departmental mail during assigned weeks or as requested by management.
• Identify workflow gaps and implement process improvements and operational best practices.
• Assist team members with workload as needed and promote a collaborative team environment.
• Assist management with special projects and other administrative functions.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision coverage
• Paid vacation, sick, and personal time
• Paid holidays
• 401(k) with company match
• Daily Pay access
• Pregnancy, parental leave, and adoption assistance
• Wellness programs
• Flexible spending accounts (FSA)
• Tuition assistance
• Military leave
• Employee Assistance Program (EAP)
• Life, disability, accident, critical illness, and hospital insurance
• Pet insurance
• Discounts on hotels, cruises, resorts, restaurants, and entertainment
• Low-cost gym membership
• Scholarship of up to $40,000 awarded annually to one eligible dependent of a current Team Member
• Career growth and advancement opportunities
• Community involvement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED