Title & Insurance Operations Manager

Concord Servicing•Scottsdale, AZ

About The Position

The Manager, Titles & Insurance Operations leads teams responsible for vehicle title processing and Total Loss, GAP, and ancillary products insurance claims administration. The role ensures titles are processed accurately and within state-mandated timeframes, claims are filed and resolved promptly, and operations comply with state DMV regulations, lender policy, and investor requirements. The manager owns process design, team performance, vendor relationships, and escalation resolution across both workstreams. The position oversees the title lifecycle, including repossession titles, lien recording and perfection, releases, duplicates, and out-of-state transfers. It also oversees total-loss and GAP claims from notification or intake through settlement and deficiency resolution, coordinates with internal teams and external carriers, manages aging and exceptions, and maintains accurate, audit-ready records for leadership, regulatory, and investor reporting. The manager hires, trains, coaches, and evaluates staff; establishes goals and quality and productivity measures; improves processes and automation; maintains SOPs and cross-training coverage; and presents operational metrics to senior leadership. The role partners with Compliance and Internal Audit, identifies and remediates operational risks, and ensures work follows federal and state regulations, investor guidelines, and internal policy. The working environment is a standard office environment, hybrid or in-office as business needs dictate. Occasional travel for vendor or carrier meetings is required, and 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, including at least 2 years in management.
Working knowledge of state DMV title and lien processes and ELT systems.
Experience processing GAP or similar insurance claims.
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.
Ability to perform accurate, high-volume, deadline-driven work.
Ability to navigate state-by-state title and insurance rules.
Ability to manage vendors and carriers and resolve issues with external partners.
Ability to use aging and performance metrics to prioritize work.
Ability to build and retain a strong team and collaborate cross-functionally with Collections, Legal, Compliance, and Repossession.
Occasional travel for vendor or carrier meetings.
Some flexibility for escalations or deadline-sensitive filings outside normal hours.

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 with title agencies, ELT providers, or insurance administrators.

Responsibilities

Oversee the full vehicle title lifecycle, including repossession titles, lien recording and perfection, releases, duplicates, and out-of-state transfers.
Ensure title work 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 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 promptly.
Liaise with borrowers’ carriers and adjusters to track claims, resolve valuation disputes, and expedite stalled settlements.
Monitor total-loss claim aging to limit charge-off exposure and interest accrual.
Coordinate with Collections, Repossession, and Charge-off regarding account treatment during pending claims.
Coordinate with Title Operations on salvage and total-loss title brands and lienholder endorsements.
Maintain accurate total-loss claim records for audit and investor reporting.
Direct GAP claims from first 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 SOPs 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 comply with federal and state regulations, investor guidelines, and internal policy.
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.