Job Description

Direct responsibility for the day to day management of Priority Close Unit (PCU) with an emphasis on expanding the service offering to meet evolving functional and efficiency objectives set forth by Management. Identifies opportunities to maximize efficiencies for existing PCU offerings. Oversees and supervises the planning and implementation of file opening, closing and policy production processes for resale, refinance and Lennar transactions. Participates in identifying maximum and efficient use of PCU team associates and in the coordination with outsource vendors when applicable. Collaborates with Escrow Processing Systems Support and with Company IT to structure workflow and work queues that support the timelines of services provided by the PCU.

Troubleshoots problem areas impacting effectiveness and efficiencies of new and/or existing services including workflow and system related issues.

Participates in marketing activities to promote and expand associate use of PCU to branch office associates.

Under general supervision, sets up and oper­ates computers, copier/scanners and other related equipment working from various sources of data, some of which are of a complex nature. Trains, motivates, assigns and distributes workload, checks the work of, and otherwise directs and works with PCU associates.

#CB

• Monitors the performance of department staff.
• Responsible for maintaining the quality and timeliness of the department's products and services.
• Reviews the work of subordinates to ensure timeliness and quality control.         
• Participates in and manages the liaison service and communication between customers (Escrow), Title Department and PCU.
• Informs escrow branches and title department of all department services and supportive activities, stressing those most likely to meet the needs of each escrow branch.
• Responds to questions by providing additional information.
• Provides escrow branches with appropriate explanatory brochures or procedures.
• Informs escrow branches of order status.
• Reconciles problems and develops and maintains business by the extensive application of basic sales and services techniques.
• Solicits assistance from appropriate levels of personnel in resolving such problems.

• Provides information to escrow branches.
• Prepares info packages for escrow branches.
• Answers busy phones.
• Operates computer.
• Operates computerized assessors’ records.
• Operates copiers.
• Operates scanners.
• Operates fax machine.
• Prints or writes legibly.
• Locate properties for opening orders.
• Communicates via telephone, email and fax.
• Prioritizes requests.

• Other duties and responsibilities as assigned by supervisor.

Escrow production management and supervisory experience required. Prior experience and interaction with structure and processes of the escrow related programs. Proven track record of attaining production goals and streamlining workflows to maximize available resources within a centralized/back-office escrow production environment. Ability to motivate others. Commitment to customer service for our escrow branches required. Knowledge of the title and escrow industry. Ability to handle heavy email requests, employ good judgment, and establish priorities. Computer skills required. Project management skills desired.