Lead Name Change/Resale Processor

Westgate Resorts • Ocoee, FL

3d

About The Position

Westgate Resorts is seeking a Lead Name Change/Resale Processor to provide administrative and customer service support for ownership title changes, name changes, resale transfers, deceased-owner title clearances, and mortgage protection insurance claims. The role works directly with owners, attorneys, trustees, courts, and internal departments to obtain documentation and process title-related requests accurately and efficiently.

This is a high-volume, phone-intensive position that involves up to six hours per day handling inbound and outbound calls, alongside processing correspondence, researching public records, maintaining cases, scanning documents, and completing other administrative tasks. The successful candidate will have strong customer service, document processing, organizational, and communication skills, and be comfortable managing a high-volume workload in a fast-paced environment.

Requirements

• Previous customer service experience required.
• High school diploma or GED required.
• Strong customer service and telephone communication skills.
• High-volume inbound and outbound call experience.
• Document processing and records management skills.
• Public records and title research skills.
• Data entry and case management skills.
• Written correspondence and email communication skills.
• Strong attention to detail and accuracy.
• Organization and time management skills.
• Ability to prioritize a high-volume workload and manage multiple cases, requests, and deadlines simultaneously.
• Ability to work effectively under pressure while maintaining accuracy and professionalism.
• Problem-solving and general reasoning skills.
• Basic mathematical skills.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively in a team-oriented environment.
• Ability to handle sensitive owner and property-related documentation professionally.

Nice To Haves

• Experience in a high-volume phone, call center, administrative, document processing, or customer support environment preferred.
• Experience researching or reviewing public records, property records, deeds, or title information preferred.
• Experience with title processing, ownership transfers, real estate documentation, timeshare, mortgage servicing, legal documentation, or property records is a plus.
• Related administrative, customer service, title processing, or document processing experience may be considered in combination with education and training.

Responsibilities

• Process requests involving ownership transfers, name changes, resales, and deceased-owner title clearances.
• Support mortgage protection insurance claims and obtain required owner documentation.
• Handle a high volume of inbound and outbound calls, spending up to six hours per day assisting owners and following up on requests.
• Manage correspondence among owners, attorneys, trustees, courts, and internal departments.
• Research and review public records and title-related information to support processing requests.
• Initiate correspondence in response to phone calls, email, and mailed documentation.
• Draft and send professional correspondence to owners, attorneys, trustees, and other parties to resolve documentation or title-related issues.
• Track incoming mail and send procedure letters explaining documentation needed to complete claims or clear deceased owners from title.
• Maintain assigned cases and address issues and requests within established service expectations.
• Track mail-out activities and follow up on outstanding documentation.
• Review and respond to emails and owner correspondence accurately and professionally.
• Scan, organize, and maintain documents received from owners, attorneys, and other departments.
• Prepare and mail documentation related to name changes, resales, title requests, and other ownership matters.
• Prepare FedEx packages and other outgoing shipments as needed.
• Pick up and distribute mail during assigned rotations.
• Assist team members with workload as assigned.
• Support management with special projects and additional administrative functions.
• Perform other related 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, entertainment, and more
• Low-cost gym membership
• Scholarship of up to $40,000 annually for 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: Senior
• Education Level: High school or GED