Job Details

Manager, Closing Operations

As the Manager, Closing Operations, you are responsible for managing multiple teams and/or multiple 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. On occasion, you may also be called upon to participate in the daily operations of the Closing Services Department including, but not limited to Title Clearance, HUD Preparation, and Reject Resolution.

What you will do

• 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
• Responsible for contacting the client regarding collection issues
• Review loss/overage rejects as well as other performance indicators to determine training needs of the teams
• Review client surveys and provide reports/data to the client as needed
• Participate in new client setup, as needed
• Assist in the following as needed:
  • Facilitate training sessions
  • Participate in Strategic Planning Initiatives
  • Communicate with the client regarding Inspire policies and procedures
  • Provide marketing assistance
• Responsible for developing partnerships with our clients
• Address post-closing issues
• Maintain interdepartmental relationships
• Participate in daily operations including, but not limited to, title clearance, HUD preparation, and reject resolution, if there is a shortage of resources
• Review and sign-off on files regarding title clearance for issuance of policy
• Reports, in conjunction with Dashboard/Notifier (the following reports are required):
  • Review Daily:
    • Client Docs. Not Received
    • Daily Scheduling Report
    • Disbursements By Disbursement Date
    • Monitor Notifier for wires received once a week 1 week back (if applicable)
    • M-T-D Report (staffing purposes)
    • Summary Reports from Team Leaders
    • Title Clearance Files Untouched
  • Review Weekly:
    • Client Outstanding Subs by Processor
    • Closing WIP exception basis
    • Confirmation to Docs. Received
    • Daily Orders Log (staffing purposes)
    • Detailed Reject WIP (Policies/Mortgages) exception basis (2X week)
    • Disbursement WIP
    • 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
    • (3X week)
    • Unscheduled Closings
  • Review Bi-Weekly:
    • Disbursed/Not Issued (Policies)
  • Review Monthly:
    • Cancellation Report
    • Monthly Management Reports prepare
    • Online Rate Calculations
    • Order Delay Report
    • Reschedule Report
    • Title Clearance Turnaround Time (client specific)
• Title Clearance/Risk Sign-Offs: (the incumbent is authorized to sign off on the following items)
  • Approval of reduction to Inspire fees
  • Death Certificate
  • Disbursement of Non Owner Occupied
  • Disbursement with shortage from borrower of $100.00 or less
  • Disbursement with shortage from lender of $750.00 or less, with statement in writing that client will wire funds
  • Divorce Decree with Property Settlement
  • Letter from bank stating loan paid in full
  • Prior Mortgage with HUD & Credit Report
  • Removal of items with prior policy
  • Survey
  • Trust
• Act as a leader within the company
• All other duties assigned

What you will bring

• 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
• Must possess 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

What we offer

• Competitive payrates 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, identity theft), employee discounts
• Rest and relaxation: Paid holidays and generous PTO based on tenure
• Community and Philanthropy: Paid volunteer time
• Paid Maternity and Parental Leave
• 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

Is this the ideal location for you?

Mortgage Connect is committed to offering a flexible work environment for this role. 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.)

Who we are

Mortgage Connect