Title Commitment Manager

Mortgage Connect LP•Coraopolis, PA

20d

About The Position

Overview As a manager, the expectation is that you are leading a team of people to complete the examination of title products and the delivery to the client. This includes all communications required to solve issues for our clients (internal and external). Three primary goals have been identified: SLA Management Monitoring all transactions on the Title Status dashboard and proactively managing files approaching SLA, including those in progress by our BPO partners Ensuring Assumptions TTLs are processed Processing over-the-limit files on the dashboard and submitting them to underwriting for review Processing files on the dashboard when volume/staffing require additional assistance Reviewing and reporting on misses and identifying ways to mitigate Interacting with Title Ops on any issues with searches being received. Quality Management Monitoring quality, both internal and offshore, and addressing any tall bars Assisting with updating the helpful hints Ensuring the Title Commitment inbox is monitored and ensuring all requests are addressed in a timely manner Looking for trends in quality issues and addressing them with the team or individuals appropriately Drive process adherence with the team. Includes implementing any changes as agreed upon with the management team. Productivity Management Monitoring the Team’s productivity and ensuring all are meeting production expectations consistently; Working with each team member to assist them in improving production and/or meeting expectations. Putting team members on PIP as necessary and working with management to address chronic issues. Responding to questions that both the internal and external teams send (i.e. manage the title questions mailbox)

Requirements

High School Diploma or Equivalent
5+ years experience of searching and examining experience with refinance and resale transactions, California experience required
Strong customer service focus
Proficient typing (55 WPM)

Responsibilities

SLA Management
Monitoring all transactions on the Title Status dashboard and proactively managing files approaching SLA, including those in progress by our BPO partners
Ensuring Assumptions TTLs are processed
Processing over-the-limit files on the dashboard and submitting them to underwriting for review
Processing files on the dashboard when volume/staffing require additional assistance
Reviewing and reporting on misses and identifying ways to mitigate
Interacting with Title Ops on any issues with searches being received.
Quality Management
Monitoring quality, both internal and offshore, and addressing any tall bars
Assisting with updating the helpful hints
Ensuring the Title Commitment inbox is monitored and ensuring all requests are addressed in a timely manner
Looking for trends in quality issues and addressing them with the team or individuals appropriately
Drive process adherence with the team. Includes implementing any changes as agreed upon with the management team.
Productivity Management
Monitoring the Team’s productivity and ensuring all are meeting production expectations consistently
Working with each team member to assist them in improving production and/or meeting expectations.
Putting team members on PIP as necessary and working with management to address chronic issues.
Responding to questions that both the internal and external teams send (i.e. manage the title questions mailbox)
Assisting with management reporting (i.e. Sending out daily SLA emails)
Identifying tech enhancements that will improve the delivery of the team and help building requirements and identifying the ROI
Ensuring tickets are placed for any bugs identified so we can further work toward resolving them
Participate in UATs and release testing as needed
Escalate issues to underwriting for additional review as needed
Conduct team meetings to ensure all team members receive all necessary communications.
Address and enhance team morale through fun activities.
Communicate with peers effectively to resolve issues.
Other duties as needed to ensure team success.