Supervisor - TITL

Job Description

Job Code:                             61001068

Job Title:                              Supervisor, Title Operations

Department:                        Call Center

Reports To:                         Manager, Title Operations

FLSA Status:                       Exempt  

Summary

The Title Operations Supervisor will manage a staff of existing and new personnel. This individual will coordinate the operational and personnel issues within the operations and serve as an escalation point for Title Personnel to help solve issues that arise in the process to Clear Title during the Origination Phase of the loan. The supervisor will effectively manage the workload to meet or exceed established service levels and work with department managers to ensure all staff is properly trained in all areas of Call Center Title Operations. The supervisor will also perform quality reviews of Title Operations performance for existing and new staff.

Essential Job Functions:

•          Responsible for maintaining Employee hours and timecards for local and remote staff
•          Monitor file flow to ensure SLA's are consistently met or exceeded.
•          Ensure Titles are Cleared in compliance with Moder Policies, Agency Guidelines, Federal and State Regulations
•          Monitor workload and redistribute when necessary to maintain established service levels and ensure a positive customer service experience.
•          Monitor and distribute daily, weekly and monthly production scorecards and quality review reports
•          Perform sporadic QC spot checks on individual pipelines and provide feedback to staff
•          Coordinate weekly pipeline review sessions with each employee
•          Serve as escalation point for issues/concerns which need immediate attention.
•          Conduct weekly Meetings with entire staff
•          Ensure Corporate Trainings are Completed in a Timely Manner
• Assists with managing and training a department of staff members
• Monitors file flow to ensure SLA's are consistently met or exceeded.
• Ensures loans are originated and closed in compliance with the underwriter's approval as well as all federal and state regulations.
• Answers questions staff may have
• Monitors daily, weekly and monthly production reports
• Works with Operations manager on the day-to-day operations of the department. Including but not limited to distributing work, reviewing pipelines, and job coaching
• Performs sporadic QC spot checks on individual pipelines and provides feedback to staff
• Coordinates weekly pipeline review sessions with each employee
•    Maintain regular and punctual attendance

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

·         Supervises employees who generally perform the same work or similar work/task

·         May occasionally do the work of those supervised

·         Has HR responsibilities for direct reports

Education and/or Experience:
Bachelor’s Degree from a Four (4) year College or University; or two (2) to five (5) years related experience and/or training; or equivalent combination of education and experience.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Customer Service Relationships:

Anticipates customer needs and regularly motivates or influences others to deliver customer service excellence. May troubleshoot highly sensitive or confidential issues. Personally, ensures problem resolution. Identifies barriers to effective customer service and sets customer service standards. Establishes a customer feedback system and holds self-accountable for customer service excellence within the department.

Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

Work Environment:

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.

Equal Employment Opportunity

Moder is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities

The following statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Moder may change the specific job duties with or without prior notice based on the needs of the organization.