Job Description
Role Overview We are seeking an experienced and highly organized Team Lead - Title Operations to oversee a team of specialists responsible for managing the full vehicle title life cycle. This role plays a critical part in ensuring compliance with state-specific DMV regulations, maintaining operational efficiency, and driving team performance. The Team Lead will serve as the primary point of escalation for complex title issues, while coaching and mentoring team members to deliver exceptional customer and third-party service.
The ideal candidate will have proven leadership abilities, strong problem-solving skills, and excellent communication. This individual should thrive in a fast-paced environment, balancing daily production oversight with long-term process improvements.
Key Responsibilities Leadership & Team Management • Supervise and guide Title Operations Specialists, ensuring accuracy, efficiency, and compliance across all title-related tasks.
• Provide coaching, training, and performance feedback to team members to support professional growth and skill development.
• Monitor daily workflows and allocate resources to ensure timely completion of title processing, account closures, and DMV submissions.
• Act as the point of contact for escalated issues, resolving complex cases while maintaining team accountability.
Title Processing & Compliance Oversight • Ensure all title applications, lien placements, and releases are processed in accordance with state DMV regulations.
• Review rejected applications and support the team in resolving discrepancies or compliance-related challenges.
• Oversee validation of incoming titles for accuracy and completeness prior to processing.
Customer & Third-Party Relations • Support team members in managing customer inquiries and documentation requests, ensuring clear and professional communication.
• Build and maintain strong working relationships with lienholders, dealerships, and DMV offices to streamline title resolution.
• Handle sensitive or escalated customer issues, ensuring timely resolution and protecting customer satisfaction.
Operational & Administrative Management • Track and report on team performance metrics, workflow volumes, and turnaround times.
• Ensure payments, title packets, and outgoing documentation are handled accurately and on time.
• Oversee mail retrieval, distribution, and title tracking to maintain clear visibility and accountability.
Process Improvement & Department Support • Identify opportunities to streamline processes, reduce errors, and improve compliance.
• Partner with management to implement operational changes and support special projects.
• Promote a collaborative and adaptable team culture that aligns with company goals.
Required Skills & Qualifications • Prior leadership or supervisory experience in a customer service, operations, or title-processing environment.
• Strong understanding of title processing and DMV compliance (preferred, but not required if leadership skills are proven).
• Exceptional organizational and time-management abilities with attention to detail.
• Skilled in handling escalations and supporting team members through complex problem-solving.
• Excellent verbal and written communication skills.
• Proficiency with CRM, case management systems, and common office tools (email, spreadsheets, document scanning).
• Ability to balance individual contribution with team leadership responsibilities.
Work Environment & Expectations • This role requires oversight of sensitive customer accounts and regulatory processes.
• Professionalism, accountability, and confidentiality are expected at all times.
• Flexibility is essential as processes may vary by state or evolve with business needs.
• The Team Lead will set the standard for quality, customer service, and operational excellence within the Title Operations department.
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