Manager, Closing Operations

Mortgage Connect • Coraopolis, PA

49d • 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
• Assist in the following 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
• Reports, in conjunction with Dashboard/Notifier (the following reports are required):
• Review Daily:
• Client Docs. Not Received
• Daily Scheduling Report
• Disbursements By Disbursement Date
• Monitor Notifier for wires received – once a week – 1 week back (if applicable)
• M-T-D Report (staffing purposes)
• Summary Reports from Team Leaders
• Title Clearance Files Untouched
• Review Weekly:
• 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:
• Disbursed/Not Issued (Policies)
• Review Monthly:
• 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: (the incumbent is authorized to sign-off on the following items)
• 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

Benefits

• Competitive payrates based on skills and experience
• Extensive benefits package: Medical, dental, vision, HSA, mental health programs, Employee Assistance Program, short term disability, voluntary insurance (LTD, auto, home, life, legal, pet, identify theft), employee discounts
• Rest and relaxation: Paid holidays and generous PTO based on tenure
• Community and Philanthropy: Paid volunteer time
• Paid Maternity and Parental Leave
• Contribute to your future: 401K plan and robust continuous learning opportunities
• Work Perks Program: Access to discounts that help save money in your daily life

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees