Manager, Closing Operations

Mortgage Connect LP•Coraopolis, PA

3d•Remote

About The Position

As the Manager, Closing Operations, you are responsible for managing multiple teams and/or multiple clients to ensure their performance meets or exceeds company standards while maintaining client satisfaction. Additionally, you are accountable for managing workload issues across teams and/or clients and tracking their productivity as a whole. On occasion, you may also be called upon to participate in the daily operations of the Closing Services Department including, but not limited to, Title Clearance, HUD Preparation, and Reject Resolution.

Requirements

Bachelor’s degree or three (3) years’ experience in the real estate, banking or vendor management industry
Knowledge of real estate closing and title clearance processes
Must possess good organizational skills, ability to handle multiple tasks simultaneously and demonstrate good communication and customer service skills
Previous management experience
Knowledge of personal computers and Microsoft software products

Responsibilities

Manage team to meet corporate and departmental objectives
Communicate new policies and procedures to team
Enforce the company’s policies and procedures and identify issues that may require counseling with the Human Resources Department
Manage work load issues within teams/clients and propose and implement efficiency initiatives as deemed necessary
Participate in the system enhancement signoff process
Review staffing requirements within their teams/clients and justify additional staffing needs (forecast work volumes, etc.)
Provide training to the on-site representatives (unique to client)
Manage attendance files (vacations/call-offs) and review and signoff on timesheets for payroll functions
Administer performance management planning and review process
Participate in the interviewing process and play a role in the hiring/firing process
Responsible for the profitability of their teams to ensure the company achieves its goals and objectives
Review cancellation rates and other reports and prepare management reports as needed
Manage the teams’ productivity as a whole to ensure client/borrower satisfaction
Manage production numbers as defined by client
Manage the title clearance timeframes as defined by client
Identify oldest and number of mortgage rejects and work with Account Executive and upper management as needed to resolve rejects
Identify new processes to improve title clearance timeframes as well as production numbers
Schedule employees for both training classes scheduled through HR and one-on-one training
Review the training report as provided by HR to ensure staff is being trained in all areas
Address dissatisfied client issues and evaluate ways to avoid such problems going forward
Attend conference calls and marketing visits and coordinate items to be addressed with the client
Responsible for contacting the client regarding collection issues
Review loss/overage rejects as well as other performance indicators to determine training needs of the teams
Review client surveys and provide reports/data to the client as needed
Participate in new client setup, as needed
Facilitate training sessions
Participate in Strategic Planning Initiatives
Communicate with the client regarding Inspire policies and procedures
Provide marketing assistance
Responsible for developing partnerships with our clients
Address post-closing issues
Maintain interdepartmental relationships
Participate in daily operations including, but not limited to, title clearance, HUD preparation, and reject resolution, if there is a shortage of resources
Review and sign-off on files regarding title clearance for issuance of policy
Review Daily Reports: Client Docs. Not Received, Daily Scheduling Report, Disbursements By Disbursement Date, Monitor Notifier for wires received (once a week – 1 week back), M-T-D Report (staffing purposes), Summary Reports from Team Leaders, Title Clearance Files Untouched
Review Weekly Reports: Client Outstanding Subs by Processor, Closing WIP – exception basis, Confirmation to Docs. Received, Daily Orders Log (staffing purposes), Detailed Reject WIP (Policies/Mortgages) – exception basis (2X week), Disbursement WIP, Escrow Holds Report generated from Title Express – as provided by Disbursement Department, HUD Turntime – (2X week), Mortgage Not Recorded WIP, Post-Clearance Payoff Ready To Schedule, Title Clearance Report (also Payoff & Tax WIP’s as required) – exception basis (3X week), Unscheduled Closings
Review Bi-Weekly Reports: Disbursed/Not Issued (Policies)
Review Monthly Reports: Cancellation Report, Monthly Management Reports – prepare, Online Rate Calculations, Order Delay Report, Reschedule Report, Title Clearance Turnaround Time (client specific)
Title Clearance/Risk Sign-Offs: Approval of reduction to Inspire fees, Death Certificate, Disbursement of Non Owner Occupied, Disbursement with shortage from borrower of $100.00 or less, Disbursement with shortage from lender of $750.00 or less, with statement in writing that client will wire funds, Divorce Decree with Property Settlement, Letter from bank stating loan paid in full, Prior Mortgage with HUD & Credit Report, Removal of items with prior policy, Survey, Trust Act as a leader within the company
All other duties assigned