Director of Title Curative and Customer Service

Primary Function

The main focus of this position is managing the staff, workflow and efficiency of the title and customer service experience for consumers and clients

Principal Duties

• Manage Customer Service & Curative Team staff including the following but not limited to workload, turn times, capacity planning, PTO requests, timecards, goals and reviews
• Act as a liaison between Company, the loan officer and the borrower.
• Review title curative volume and workflow and manager team of curative team members to facilitate the needs of our clients
• Prioritizes, delegates, and assigns workload to team members
• Review search materials for vesting, requirements, and exceptions to be satisfied at the table and investigate/research/resolve issues with the title commitment in preparation for closing.
• Work with clients and underwriters to streamline workflows and make risk-based decision on behalf of the company
• Coordinate with underwriting to clear complex issues and obtain over the limit liability approvals.
• Assists with deeds, subordinations, payoffs, HOA estoppels, Municipal, Lien cert, and other title matters as needed
• Verify any transfer tax/mortgage tax associated with a deed in order to record
• Manage search, closing and other service provider/vendors and reduce costs on a daily basis.
• Create workflow, process, efficiency, technology, and other improvements as an ongoing component to the position
• Lead calls with clients, respond to their needs and provide the best solutions possible for their varying needs
• Provide month end coverage and weekend coverage as needed
• Work with outsource partners/underwriters (workshare) to prepare and QC title commitments to be delivered to customers in states where the underwriter is issuing policy

Education and Experience Requirements

• Must have 5+ years title and management experience
• Multi state title experience a significant plus.
• Excellent oral communication skills including ability to effectively communicate with internal staff and external customers
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary internal and external customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• Knowledge of basic computer programs to include Windows, Microsoft Office applications, Resware experience a plus

Knowledge, Skill and Ability Requirements

• Must have 3+ years title and management experience
• Must possess the ability to work efficiently and accurately with proven success in a fast-paced environment
• Be detail-oriented, have careful decision-making skills, and need to work independently with minimal supervision
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Must be able to lift and carry up to 5 lbs.
• Able to listen and speak clearly on telephone.