Manager, Closing Operations

About the role

The Manager, Closing Operations is responsible for managing multiple teams and/or clients to ensure their performance meets or exceeds company standards while maintaining client satisfaction. Additionally, you are accountable for managing workload issues across teams and/or clients and tracking their productivity as a whole.

Responsibilities

• Manage team to meet corporate and departmental objectives
• Communicate new policies and procedures to team
• Enforce the company’s policies and procedures and identify issues that may require counseling with the Human Resources Department
• Manage work load issues within teams/clients and propose and implement efficiency initiatives as deemed necessary
• Participate in the system enhancement signoff process
• Review staffing requirements within their teams/clients and justify additional staffing needs (forecast work volumes, etc.)
• Provide training to the on-site representatives (unique to client)
• Manage attendance files (vacations/call-offs) and review and signoff on timesheets for payroll functions
• Administer performance management planning and review process
• Participate in the interviewing process and play a role in the hiring/firing process
• Responsible for the profitability of their teams to ensure the company achieves its goals and objectives
• Review cancellation rates and other reports and prepare management reports as needed
• Manage the teams’ productivity as a whole to ensure client/borrower satisfaction
• Manage production numbers as defined by client
• Manage the title clearance timeframes as defined by client
• Identify oldest and number of mortgage rejects and work with Account Executive and upper management as needed to resolve rejects
• Identify new processes to improve title clearance timeframes as well as production numbers
• Schedule employees for both training classes scheduled through HR and one-on-one training
• Review the training report as provided by HR to ensure staff is being trained in all areas
• Address dissatisfied client issues and evaluate ways to avoid such problems going forward
• Attend conference calls and marketing visits and coordinate items to be addressed with the client
• Review and sign-off on files regarding title clearance for issuance of policy
• Reports, in conjunction with Dashboard/Notifier:
• Review Daily: Client Docs. Not Received
• Client Outstanding Subs by Processor
• Closing WIP - exception basis
• Confirmation to Docs. Received
• Daily Orders Log (staffing purposes)
• Summary Reports from Team Leaders
• Title Clearance Files Untouched
• Review Weekly: Disbursed/Not Issued (Policies)
• Closing WIP - exception basis
• Disbursement WIPE
• Escrow Holds Report generated from Title Express - as provided by Disbursement Department
• HUD Turntime - (2X week)
• Mortgage Not Recorded WIP
• Post-Clearance Payoff
• Ready To Schedule
• Title Clearance Report (also Payoff & Tax WIP’s as required) - exception basis
• Unscheduled Closings
• Review Bi-Weekly: Disbursed/Not Issued (Policies)
• Review Monthly: Cancellation Report
• Monthly Management Reports - prepare
• Online Rate Calculations
• Order Delay Report
• Review Title Clearance Turnaround Time (client specific)
• Title Clearance/Risk Sign-Offs

Requirements

• Bachelor’s degree or three (3) years’ experience in the real estate, banking or vendor management industry
• Knowledge of real estate closing and title clearance processes
• Good organizational skills, ability to handle multiple tasks simultaneously and demonstrate good communication and customer service skills
• Previous management experience
• Knowledge of personal computers and Microsoft software products

Qualifications

• Strong leadership and interpersonal skills
• Ability to manage multiple priorities and deadlines
• Excellent communication and problem-solving skills
• Experience with real estate closing and title clearance processes
• Ability to work independently and as part of a team
• Proficiency in Microsoft Office Suite

Skills

• Real Estate Closing Processes
• Title Clearance
• Customer Service
• Team Management
• Microsoft Office Suite

Benefits

• Competitive pay rates based on skills and experience
• Extensive benefits package: Medical, dental, vision, HSA, mental health programs, Employee Assistance Program, short term disability, voluntary insurance (LTD, auto, home, life, legal, pet, identify theft), employee discounts
• Rest and relaxation: Paid holidays and generous PTO based on tenure
• Contribute to your future: 401K plan and robust continuous learning opportunities
• Work Perks Program: Access to discounts that help save money in your daily life

Pay

Competitive pay rates based on skills and experience

Schedule

This is a remote role, meaning you have the flexibility to work from home. (Remote work is subject to Mortgage Connect’s remote work policy and business needs.)