Closing Production Lead

About the Role

The Closing Production Lead is a high-level individual contributor responsible for overseeing the intake and distribution of work within the title and closing processes. This role ensures that incoming work is efficiently managed, prioritized, and assigned to team members to maintain seamless operations and adherence to lender Service Level Agreements (SLAs). The Production Lead functions as the first escalation layer for associates on the Title & Curative and Closing teams and participates in regular production tasks to support the team, including continuous training of new and existing team members, apprising supervisors of team productivity, and identifying/assisting with personnel needs to ensure employee satisfaction. The primary priorities are queue management, resolving internal escalations and providing team support.  Contributing to daily production responsibilities.

Responsibilities

• Queue Management:
  • Monitor and manage daily work queues to ensure timely and accurate assignment of tasks to team members.
  • Prioritize incoming work based on urgency, complexity, and SLA requirements.
  • Coordinate with team members to balance workload distribution and prevent bottlenecks.
  • Maintain clean and organized queues to support efficient workflow and compliance with lender SLAs.
  • Help lead team with data-driven approach, leveraging internal performance metrics (e.g., SLA-adherence, file quality, customer communication volume and topics, etc.) and customer health metrics (e.g., communication volume, order volume, etc.)
• Escalation Resolution:
  • Serve as the primary point of contact for escalated issues, including complex transaction inquiries from clients, borrowers, agents, internal staff, or leadership.
  • Resolve escalations promptly and professionally, ensuring customer satisfaction and adherence to SLAs.
  • Anticipate potential roadblocks and provide creative solutions to maintain transaction progress.
• Production Responsibilities:
  • Actively participate in daily production tasks as appropriate to their alignment to either the Title & Curative or Closing teams.
  • Identify and understand curative or closing issues that require attention/resolution within the team
  • Review lender documents for accuracy (review vesting page, signature pages, riders, deeds, ensure loan amount matches CD, ensure document dates match schedule dates)
  • Establish and maintain effective working relationships with a variety of lenders
  • Identify and understand curative or closing issues that require attention/resolution and direct communication with lender or borrower
  • Maintain open communication with team members and management to provide updates on queue status, escalations, and production progress.
  • Collaborate with Doma operations teams to ensure seamless coordination and high-quality production.
  • Equip team members with resources, such as job aids or guidance, to resolve file-level issues efficiently.
  • Provide feedback to management on workflow trends, potential process improvements, and team resource needs.

Required Skills & Experience

• 4+ years of experience in aligned functional role (Title & Curative or Closing).
• Ability to:
• Inspire and coach a team to perform at near-maximum capacity
• Execute operational improvements quickly and efficiently based on performance metrics
• Make metrics-driven recommendations and decisions
• Foster a fast-paced, metrics-driven, high-performance work environment
• Navigate and interpret team performance dashboards
• Contingency plan calmly and efficiently as necessary
• Proven ability to manage high-volume workflows in a fast-paced, metrics-driven environment.
• Excellent phone, email, and face-to-face communication skills.
• Strong problem-solving skills with the ability to handle complex escalations professionally and efficiently.
• Extreme attention to detail and organizational skills.
• Knowledge of title insurance, regulatory guidelines, and legal documents.
• Comfortable adapting to constant change and contributing to process improvement.
• Demonstrated customer service excellence with high customer satisfaction scores.
• Ability to multitask and prioritize effectively while maintaining accuracy.
• Excellent computer skills and proficiency with title production systems.