Title & Insurance Operations Manager

Concord sits at the center of the credit market ecosystem. We provide loan servicing, backup servicing, and capital markets administration for specialty finance lenders, institutional investors, and asset managers. Our clients include originators across fintech, solar, home improvement, equipment finance, and other specialty asset classes. When a lender needs a trusted partner to service their portfolio or a trustee needs real-time reporting, they call Concord. The Manager, Titles & Insurance Operations leads the teams responsible for vehicle title processing (perfection, releases, duplicate titles, repossession and lien management) and Total Loss including Guaranteed Asset Protection (GAP) and ancillary products insurance claims administration. This role ensures titles are processed accurately and within state-mandated timeframes, Total Loss, GAP and ancillary products claims are filed and resolved promptly, and all functions operate in full compliance with state DMV regulations, lender policy, and investor requirements. The manager owns process design, team performance, vendor relationships, and escalation resolution across both workstreams. Key Responsibilities Title Operations Oversee the full title lifecycle: repossession titles, lien recording and perfection, releases, duplicates, and out-of-state transfersEnsure compliance with state DMV requirements and internal turnaround SLAsResolve aged and exception files (missing titles, ELT discrepancies, repo title issues)Manage relationships with DMVs, title vendors, and ELT providersPartner with Repossession, Payoff, and Legal on repossessions, payoffs, bankruptcies, and total lossesKeep audit-ready records and report accurate title status to leadership and investors Total Loss Insurance Operations Oversee total loss claims from notification through carrier settlement, including proof of loss, valuation review, and check reconciliationCompare settlements to payoff balances and route deficiencies promptly to the GAP workflowAct as primary liaison with borrowers' carriers and adjusters to track claims, resolve valuation disputes, and speed up stalled settlementsMonitor claim aging to limit charge-off exposure and interest accrualCoordinate with Collections, Repossession, and Charge-off on account treatment during pending claimsWork with Title Operations on salvage/total loss title brands and lienholder endorsementsMaintain accurate claim records for audit and investor reporting GAP Insurance Operations Direct GAP claims from first notice through settlement: intake, documentation, carrier submission, and deficiency resolutionEnsure claims meet contractual and regulatory deadlines, and escalate denied or delayed claimsServe as primary liaison with GAP carriers/administrators on disputes and exceptionsMonitor aging reports and reduce overdue claimsCoordinate with Collections and Charge-off on accounts pending GAP resolutionEnsure compliance with state insurance regulations and contract terms People & Process Leadership Hire, train, coach, and evaluate title and insurance staff; set goals, productivity standards, and quality metricsDrive process improvements and automation to cut cycle time and errorsPresent operational metrics (aging, turnaround, recovery rates, error rates) to senior leadershipMaintain SOPs and ensure staffing and cross-training coverageServe as escalation point for complex or high-risk title, Total Loss, and GAP cases Compliance & Risk Ensure all processes follow federal and state regulations, investor guidelines, and internal policyPartner with Compliance and Internal Audit on reviews, exams, and auditsProactively identify, document, and remediate gaps and risksKeep records that support regulatory exams and investor audits Requirements Qualifications Required Bachelor's degree in business, finance, or a related field (or equivalent experience)5+ years in auto finance, loan servicing, or title/lien operations, including 2+ years in managementWorking knowledge of state DMV title/lien processes and ELT systemsExperience with GAP or similar insurance claims processingStrong understanding of auto lending compliance (state title/lien law, UCC filings, consumer finance regulations)Proven people-management skills: hiring, coaching, performance managementProficiency with loan servicing and title management platforms, and Excel Preferred Experience with a loan origination/servicing system (e.g., CUDL, DealerTrack, LoanPro)Prior experience managing title and insurance/claims functions togetherFamiliarity with repossession and total-loss workflowsSix Sigma / Lean experienceThird-party vendor management (title agencies, ELT providers, insurance administrators) Core Competencies Operational rigor: accurate, high-volume, deadline-driven workRegulatory fluency: navigates state-by-state title and insurance rulesVendor and carrier management: resolves issues with external partnersData-driven decisions: uses aging and performance metrics to prioritizePeople leadership: builds and retains a strong teamCross-functional collaboration: works with Collections, Legal, Compliance, and Repossession Working Conditions Standard office environment; hybrid or in-office as business needs dictateOccasional travel for vendor or carrier meetingsSome flexibility for escalations or deadline-sensitive filings outside normal hours This description conveys essential responsibilities and qualifications; it is not exhaustive and may be adjusted to business needs. Benefits Health Care Plan (Medical, Dental & Vision)Retirement Plan (401k, IRA)Life Insurance (Basic, Voluntary & AD&D)Paid Time Off (Vacation, Sick & Public Holidays)Family Leave (Maternity, Paternity)Short-Term & Long-Term DisabilityWellness Resources