NationalLink Senior Team Lead, Originations Title & Close

ServiceLink•Moon Township, PA

1d•Hybrid

About The Position

Overview The Senior Team Lead serves in a dual‑capacity role: functioning as an active production team member while also overseeing the daily operations of employees performing Title Policy Review/Typing, Title Curative, and Title Ops/Underwriting responsibilities. This individual ensures workflow consistency, SLA adherence, quality control, reporting accuracy, and team accountability. The Senior Team Lead acts as the primary point of escalation, supports process optimization, and collaborates consistently with the Director to communicate performance updates, operational needs, and improvement opportunities. NOTE - this is a HYBRID role, that will require working on-site at our Moon Township office Responsibilities Leadership & Team Oversight Serve as the senior‑most member of the Title Operations team, providing day‑to‑day direction, coaching, and support to all team members. Oversee staff responsible for: Title Policy Review/Typing Title Curative Title Ops/Underwriting and Order Assignment Assumptions Monitor team performance to ensure compliance with production goals, quality requirements, and SLA timelines. Conduct regular team huddles and accountability meetings to assess productivity, address challenges, and communicate updates. Hold team members accountable through coaching, clear expectations, and follow‑up. Provide training, cross‑training, and mentoring as needed to support team growth and department readiness. Develope user‑friendly training guides and educational documents for team members related to title services and assumptions Production Responsibilities Actively perform production work in accordance with business needs, including but not limited to: Title Policy Review/Typing Tasks Review, type, and finalize title policies accurately. Perform data entry, document verification, copying, uploading, and tracking outsourced/workshare tasks. Operate equipment and multi‑line phone systems as required. Title Curative Tasks Review and clear title commitments to prepare files for closing. Order deeds and coordinate with clients, borrowers, internal staff, and external agencies. Resolve title clearing issues promptly to support timely closings. Title Ops/Underwriting Tasks Assign incoming title orders and follow up on overdue abstracts. Review completed abstracts and commitments for accuracy. Escalate problematic orders to appropriate departments or underwriters. Workflow & SLA Management Manage daily work distribution across the team to maintain balance and efficiency. Oversee the full lifecycle of orders to ensure that all functions meet required SLAs and quality standards. Identify bottlenecks, vulnerabilities, or capacity challenges and implement solutions. Ensure consistency in processes across multiple roles and functions. Reporting & Performance Management Oversee the preparation and maintenance of operational reports, including productivity metrics, SLA achievement, volume forecasts, and quality insights. Analyze trends and provide feedback to the Director regarding team performance and operational needs. Track individual productivity and accuracy to support evaluations and coaching conversations. Maintain documentation related to processes, workflows, and best practices. Collaboration & Communication Meet regularly with the Director to deliver performance updates, discuss escalations, and recommend process improvements. Communicate policy updates, workflow changes, and organizational priorities to the team clearly and promptly. Serve as the primary point of contact for escalations, questions, and complex file review.

Requirements

High School diploma or equivalent and six (6) months minimum Title (real estate), experience.
Demonstrated communication skills, written and verbal
Proven customer service skills
Strong attention to detail
Strong organizational skills, ability to m ulti-task
Ability to effectively organize, plan, and prioritize work
Familiarity with personal computer operation, including use of Microsoft Outlook, Word and Excel

Responsibilities

Serve as the senior‑most member of the Title Operations team, providing day‑to‑day direction, coaching, and support to all team members.
Oversee staff responsible for: Title Policy Review/Typing Title Curative Title Ops/Underwriting and Order Assignment Assumptions
Monitor team performance to ensure compliance with production goals, quality requirements, and SLA timelines.
Conduct regular team huddles and accountability meetings to assess productivity, address challenges, and communicate updates.
Hold team members accountable through coaching, clear expectations, and follow‑up.
Provide training, cross‑training, and mentoring as needed to support team growth and department readiness.
Develope user‑friendly training guides and educational documents for team members related to title services and assumptions
Actively perform production work in accordance with business needs, including but not limited to: Title Policy Review/Typing Tasks Review, type, and finalize title policies accurately.
Perform data entry, document verification, copying, uploading, and tracking outsourced/workshare tasks.
Operate equipment and multi‑line phone systems as required.
Review and clear title commitments to prepare files for closing.
Order deeds and coordinate with clients, borrowers, internal staff, and external agencies.
Resolve title clearing issues promptly to support timely closings.
Assign incoming title orders and follow up on overdue abstracts.
Review completed abstracts and commitments for accuracy.
Escalate problematic orders to appropriate departments or underwriters.
Manage daily work distribution across the team to maintain balance and efficiency.
Oversee the full lifecycle of orders to ensure that all functions meet required SLAs and quality standards.
Identify bottlenecks, vulnerabilities, or capacity challenges and implement solutions.
Ensure consistency in processes across multiple roles and functions.
Oversee the preparation and maintenance of operational reports, including productivity metrics, SLA achievement, volume forecasts, and quality insights.
Analyze trends and provide feedback to the Director regarding team performance and operational needs.
Track individual productivity and accuracy to support evaluations and coaching conversations.
Maintain documentation related to processes, workflows, and best practices.
Meet regularly with the Director to deliver performance updates, discuss escalations, and recommend process improvements.
Communicate policy updates, workflow changes, and organizational priorities to the team clearly and promptly.
Serve as the primary point of contact for escalations, questions, and complex file review.