Doma Technology LLC offers solutions for lenders, real estate professionals, title agents, and homeowners that make closings vastly simpler and more efficient, reducing cost and increasing customer satisfaction.
Our Values- Obsessively Entrepreneurial - We encourage calculated risk-taking, and we know that some of our best learning happens by making mistakes along the way.
- People First - We communicate with honesty and respect to our customers, colleagues, and partners.
- Better Together - We believe diversity, equity and inclusion creates value through the differences in our backgrounds, experiences, and perspectives.
- Act with Integrity - We hold ourselves to the highest ethical standards in all of our business practices.
About the Role
The 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.
Shown below is the lowest to highest base salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the base salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. At Doma, compensation decisions are dependent on the facts and circumstances of each case.
This job is also eligible for the following compensation components: Bonus
We offer a comprehensive package of benefits to eligible employees (FTE, non-contract): medical/dental/vision insurance, 401(k), generous vacation time, and paid bonding leave.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
We believe the most valuable investment we can make is to build an outstanding team of colleagues and leaders who are passionate about our mission.
We currently offer the following benefits to all Full-Time employees:
- Work/Life Balance - We encourage taking Paid Time Off (PTO)!
- 12 Weeks of Paid Family Bonding Leave (Maternity and Paternity)
- Incredible medical, dental, and vision benefits options to allow you to customize to you and your family’s needs that all start in the following month following your first day of employment
- Health Savings Account (HSA)
- 401K with company match program
- Short-Term & Long-Term Disability
- Supplemental Life and AD&D Insurance
- Critical Illness, Injury and Hospital Insurance
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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