Lead Name Change/Resale Processor

Westgate Resorts • Ocoee, FL

1d

About The Position

The Lead Name Change/Resale Processor leads the Name Change team and manages owner requests involving title transfers, ownership name changes, deceased-owner title clearance, resale documentation, and mortgage protection insurance claims. The role handles substantial inbound and outbound calls and correspondence, coordinates with owners, attorneys, courts, trustees, and internal departments, and ensures title and ownership requests are processed accurately and efficiently. The Lead provides daily guidance, coaching, support, and performance feedback to team members and identifies opportunities to improve workflows and departmental processes. The position requires strong organization, attention to detail, customer service, and administrative processing skills in a high-volume phone environment.

Requirements

• Minimum of 6 months to 1 year of related experience and/or training, or an equivalent combination of education and experience.
• High school diploma or GED required, 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.
• 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 utilizing 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 working in a high-volume phone or customer service environment.
• Ability to research and interpret information from public records and title-related documentation.

Responsibilities

• Lead and supervise the Name Change team, providing day-to-day 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 owner requests involving title transfers, name changes, resale documentation, deceased-owner title clearance, and mortgage protection claims.
• Research public records and available title information to assist with 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 help resolve title and ownership matters.
• Communicate documentation requirements to owners and provide procedural correspondence related to claims and deceased-owner title clearance.
• Maintain assigned CSM cases and ensure issues are addressed and resolved 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 ensure appropriate follow-up is completed.
• 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 to increase efficiency.
• 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 to earnings
• Pregnancy, parental leave, and adoption assistance
• Wellness programs
• Flexible spending accounts
• Tuition assistance
• Military leave
• Employee Assistance Program
• Life, disability, accident, critical illness, and hospital insurance
• Pet insurance
• Loyalty program discounts on hotels, cruises, resorts, restaurants, entertainment, and more
• Low-cost gym membership
• Annual David A. Siegel Legacy Scholarship of up to $40,000 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: Manager
• Education Level: High school or GED