Directs and coordinates activities of Teams to provide Extraordinary Service to Title & Builder customers and meet LERETA’s/APG’s cost, risk, and productivity goals. Ensures all customer and internal tax certification processing standards are consistently measured, reported, and achieved for each team and reported timely as required. Interacts with key customer employees to maintain close and productive relationships. Identifies customer objectives and ensure that they are consistently met. Represents LERETA/APG at regularly scheduled internal & eternal customer meetings to address weekly production, accuracy, SLAs, procedural and customer concerns. Develops and documents workflow procedures and ensure the procedures are implemented and maintained at a quality level. Participates in formulating and administering company policies and develop long range goals and objectives. Ensures team adherence to all internal and customer SLAs, in addition to accuracy standards. Follows established guidelines and identifying opportunities for process improvement to align individual performance with department objectives. Ensures employees are competent and are properly and thoroughly trained. Provide ongoing employee performance coaching. Distribute work appropriately to employees based on skills, quality, and any customer requirements.
Will also perform hands-on duties of QA Data Analyst. The QA Data Analyst is responsible for online and phone research of real-estate information for property tax, bond and/or HOA issues (e.g., delinquent taxes, lawsuits, P&I, balances, outstanding liens).
Management of the tax certification, tax delinquency and/or HOA processing across multiple customers.
- Ensures the timely completion of customer orders based on internal or client specific SLAs.
- Ensures orders are completed at the internal or external customer quality goals/SLAs.
- Ensures processors are following all customer business rules.
- Reduces or eliminate all losses and penalties to meet set budgetary goals.
- Manages and controls assigned special projects in accordance with the business partner requirements.
Managing production team
- Manages team work schedules including PTO & overtime plans
- Manages order production by assigning and delegating work to available team members.
- Tracks production turn-time and reports team production, productivity and quality performance.
- Provides order specific direction and regular ongoing performance coaching including performance improvement plans.
Maintaining understanding of all customer business rules and procedures
- Works with management, account management and/or compliance to ensure all changes to existing business rules or procedures are understood and communicated to teams.
- Ensures requirements, SLAs and special instructions are incorporated into department processes.
- Provides feedback to management on issues or concerns regarding requested changes to current business rules or procedures from customers.
Assistance with Management of Title Operation budget unit goals
- Assists manager with the annual budget and monthly reforecast.
- Managers to headcount, contractor and temp budgeted.
- Manages to budgeted overtime.
- Maintains reduction of penalty loss.
Participation in the Maintenance, Development and Implementation of Title Division Technology
- Submits online tickets to production and programming for errors, bugs, customer preferences, etc.
- Assists with developing business requirements and conducting user acceptance testing
- Assists with developing training surrounding all technology changes to current systems.
Additional Duties
- Responsible for data entry, escalating issues, maintaining accurate documentation and following established guidelines to ensure alignment with corporate objectives and achieve department success.
- Responds to customer inquiries on orders, emails, tickets, and phone calls in a timely and professional manner.
- Submits online tickets to production and programming for errors, bugs, customer preferences, etc.
- Meets in small teams as needed for open discussions on taxing entity or property location updates.
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