Lead Name Change/Resale Processor

About the role

The Lead Name Change/Resale Processor is responsible for leading the Name Change team while managing owner requests related to title transfers, ownership name changes, deceased owner title clearance, resale documentation, and mortgage protection insurance claims.

This role handles a high volume of inbound and outbound owner calls, coordinates with owners, courts, attorneys, and trustees, and ensures title and ownership requests are processed accurately and efficiently. The Lead also provides daily guidance, coaching, and support to team members while identifying opportunities to improve workflows and departmental processes.

The ideal candidate is organized, detail-oriented, comfortable working in a high-volume phone environment, and experienced in customer service, administrative processing, title documentation, or ownership services.

What You Will Do

• Lead and supervise the Name Change team, providing day-to-day direction, coaching, support, and performance feedback.
• Manage a high volume of inbound and outbound calls and correspondence with owners, attorneys, courts, trustees, and internal departments for majority of the shift.
• Process and assist with owner requests involving title transfers, name changes, resale documentation, deceased owner title clearance, and mortgage protection claims.
• Research public records and available title information to assist with title-related requests.
• Initiate correspondence with owners based on requests received by phone, email, or mail.
• Draft and send professional responses to owners, attorneys, trustees, and other parties to help resolve title and ownership-related matters.
• Communicate documentation requirements to owners and provide procedural correspondence related to claims and clearing deceased owners from title.
• Maintain assigned CSM cases and ensure issues are addressed and resolved within established timelines, including the required 24-hour turnaround.
• Track incoming and outgoing correspondence and maintain accurate records related to name changes, resales, title matters, and owner requests.
• Track mail-out codes and ensure appropriate follow-up is completed.
• Review and respond to departmental emails in a timely and professional manner.
• Scan and maintain correspondence received from owners, attorneys, courts, and other departments.
• Prepare and process outgoing mail, correspondence, and FedEx shipments.
• Pick up and deliver departmental mail during assigned weeks or as requested by management.
• Identify workflow gaps and implement process improvements and operational best practices to increase efficiency.
• Assist team members with workload as needed and promote a collaborative team environment.
• Assist management with special projects and other administrative functions.
• Perform other duties as assigned.

What You Will Bring

• Minimum of 6 months to 1 year of related experience and/or training, or an equivalent combination of education and experience.
• Previous supervisory or team leadership experience preferred.
• Knowledge of utilizing public records for title searches preferred.
• Previous experience in title services, ownership services, title transfers, deeds, legal documentation, real estate, mortgage servicing, timeshare, customer service, or administrative processing is a plus.
• Experience working in a high-volume phone or customer service environment preferred.
• Ability to handle multiple priorities and work effectively under pressure in a fast-paced environment.
• High school diploma or GED required, or an equivalent combination of education and relevant experience.
• Excellent customer service and supervisory skills.
• Strong organizational and time-management skills.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to communicate professionally with owners, attorneys, trustees, courts, and internal departments.
• Ability to lead, coach, motivate, and support a team in meeting departmental and production goals.
• Ability to work collaboratively and promote a positive team environment.
• Strong attention to detail and commitment to accuracy.
• Ability to prioritize and manage multiple assignments in a fast-paced environment.
• Basic computer proficiency, including experience with Microsoft Office.
• General math, reasoning, and language skills.
• Ability to research and interpret information from public records and title-related documentation.
• Strong problem-solving and follow-up skills.
• Ability to maintain accurate records and confidential documentation.

Additional Information: Why Westgate?

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• David A. Siegel Legacy Scholarship – One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact