Title & Insurance Operations Manager

Concord Servicing•Scottsdale, AZ

1d•Hybrid

About The Position

Concord provides loan servicing, backup servicing, and capital markets administration for specialty finance lenders, institutional investors, and asset managers. The Title & Insurance Operations Manager leads the teams responsible for vehicle title processing and Total Loss, Guaranteed Asset Protection (GAP), and ancillary-products insurance claims administration. The manager ensures that titles are processed accurately and within state-mandated timeframes, claims are filed and resolved promptly, and operations comply with state DMV regulations, lender policies, and investor requirements. The role owns process design, team performance, vendor relationships, and escalation resolution across the title and insurance workstreams. The manager oversees the vehicle title lifecycle, including lien recording and perfection, releases, duplicate titles, repossession titles, and out-of-state transfers. They also oversee total loss claims through carrier settlement and GAP claims from intake through settlement, coordinating with borrowers, carriers, adjusters, and internal teams. The position leads staff, drives process improvements and automation, monitors operational metrics, maintains procedures and audit-ready records, and partners with Compliance and Internal Audit on reviews and remediation. The role works in a standard office environment, hybrid or in-office as business needs dictate, with occasional travel for vendor or carrier meetings. Some flexibility may be needed for escalations or deadline-sensitive filings outside normal hours.

Requirements

Bachelor’s degree in business, finance, or a related field, or equivalent experience.
At least 5 years of experience in auto finance, loan servicing, or title/lien operations.
At least 2 years of management experience.
Working knowledge of state DMV title and lien processes and ELT systems.
Experience with GAP or similar insurance claims processing.
Strong understanding of auto lending compliance, including state title and lien law, UCC filings, and consumer finance regulations.
Proven people-management skills, including hiring, coaching, and performance management.
Proficiency with loan servicing and title management platforms and Excel.

Nice To Haves

Experience with a loan origination or servicing system such as CUDL, DealerTrack, or LoanPro.
Prior experience managing title and insurance or claims functions together.
Familiarity with repossession and total-loss workflows.
Six Sigma or Lean experience.
Third-party vendor management experience, including title agencies, ELT providers, or insurance administrators.

Responsibilities

Oversee the title lifecycle, including repossession titles, lien recording and perfection, releases, duplicate titles, and out-of-state transfers.
Ensure title processing complies with state DMV requirements and internal turnaround service-level agreements.
Resolve aged and exception title files, including missing titles, ELT discrepancies, and repossession title issues.
Manage relationships with DMVs, title vendors, and electronic lien and title (ELT) providers.
Partner with Repossession, Payoff, and Legal on repossessions, payoffs, bankruptcies, and total losses.
Maintain audit-ready title records and report accurate title status to leadership and investors.
Oversee total loss claims from notification through carrier settlement, including proof of loss, valuation review, and check reconciliation.
Compare total loss settlements with payoff balances and route deficiencies to the GAP workflow.
Liaise with borrowers’ insurance carriers and adjusters to track claims, resolve valuation disputes, and expedite stalled settlements.
Monitor claim aging to limit charge-off exposure and interest accrual.
Coordinate with Collections, Repossession, and Charge-off on account treatment during pending claims.
Coordinate with Title Operations on salvage or total loss title brands and lienholder endorsements.
Maintain accurate total loss claim records for audits and investor reporting.
Manage GAP claims from initial notice through settlement, including intake, documentation, carrier submission, and deficiency resolution.
Ensure GAP claims meet contractual and regulatory deadlines and escalate denied or delayed claims.
Liaise with GAP carriers and administrators on disputes and exceptions.
Monitor GAP aging reports and reduce overdue claims.
Coordinate with Collections and Charge-off on accounts pending GAP resolution.
Ensure GAP operations comply with state insurance regulations and contract terms.
Hire, train, coach, and evaluate title and insurance staff; set goals, productivity standards, and quality metrics.
Drive process improvements and automation to reduce cycle time and errors.
Present operational metrics, including aging, turnaround, recovery rates, and error rates, to senior leadership.
Maintain standard operating procedures and ensure staffing and cross-training coverage.
Serve as the escalation point for complex or high-risk title, Total Loss, and GAP cases.
Ensure processes follow federal and state regulations, investor guidelines, and internal policies.
Partner with Compliance and Internal Audit on reviews, examinations, and audits.
Identify, document, and remediate operational gaps and risks.
Maintain records that support regulatory examinations and investor audits.