Title & Insurance Operations Manager

Concord sits at the center of the credit market ecosystem. We provide loan servicing, backup servicing, and capital markets administration for specialty finance lenders, institutional investors, and asset managers. Our clients include originators across fintech, solar, home improvement, equipment finance, and other specialty asset classes. When a lender needs a trusted partner to service their portfolio or a trustee needs real-time reporting, they call Concord.

The Manager, Titles & Insurance Operations leads the teams responsible for vehicle title processing (perfection, releases, duplicate titles, repossession and lien management) and Total Loss including Guaranteed Asset Protection (GAP) and ancillary products insurance claims administration. This role ensures titles are processed accurately and within state-mandated timeframes, Total Loss, GAP and ancillary products claims are filed and resolved promptly, and all functions operate in full compliance with state DMV regulations, lender policy, and investor requirements. The manager owns process design, team performance, vendor relationships, and escalation resolution across both workstreams.

Key Responsibilities

Title Operations

- Oversee the full title lifecycle: repossession titles, lien recording and perfection, releases, duplicates, and out-of-state transfers.
- Ensure compliance with state DMV requirements and internal turnaround SLAs.
- Resolve aged and exception files (missing titles, ELT discrepancies, repo title issues).
- Manage relationships with DMVs, title vendors, and ELT providers.
- Partner with Repossession, Payoff, and Legal on repossessions, payoffs, bankruptcies, and total losses.
- Keep audit-ready records and report accurate title status to leadership and investors.

Total Loss Insurance Operations

- Oversee total loss claims from notification through carrier settlement, including proof of loss, valuation review, and check reconciliation.
- Compare settlements to payoff balances and route deficiencies promptly to the GAP workflow.
- Act as primary liaison with borrowers’ carriers and adjusters to track claims, resolve valuation disputes, and speed up stalled settlements.
- Monitor claim aging to limit charge-off exposure and interest accrual.
- Coordinate with Collections, Repossession, and Charge-off on account treatment during pending claims.
- Work with Title Operations on salvage/total loss title brands and lienholder endorsements.
- Maintain accurate claim records for audit and investor reporting.

GAP Insurance Operations

- Direct GAP claims from first notice through settlement: intake, documentation, carrier submission, and deficiency resolution.
- Ensure claims meet contractual and regulatory deadlines, and escalate denied or delayed claims.
- Serve as primary liaison with GAP carriers/administrators on disputes and exceptions.
- Monitor aging reports and reduce overdue claims.
- Coordinate with Collections and Charge-off on accounts pending GAP resolution.
- Ensure compliance with state insurance regulations and contract terms.

People & Process Leadership

- Hire, train, coach, and evaluate title and insurance staff; set goals, productivity standards, and quality metrics.
- Drive process improvements and automation to cut cycle time and errors.
- Present operational metrics (aging, turnaround, recovery rates, error rates) to senior leadership.
- Maintain SOPs and ensure staffing and cross-training coverage.
- Serve as escalation point for complex or high-risk title, Total Loss, and GAP cases.

Compliance & Risk

- Ensure all processes follow federal and state regulations, investor guidelines, and internal policy.
- Partner with Compliance and Internal Audit on reviews, exams, and audits.
- Proactively identify, document, and remediate gaps and risks.
- Keep records that support regulatory exams and investor audits.

Requirements

Qualifications

Required

- Bachelor’s degree in business, finance, or a related field (or equivalent experience).
- 5+ years in auto finance, loan servicing, or title/lien operations, including 2+ years in management.
- Working knowledge of state DMV title/lien processes and ELT systems.
- Experience with GAP or similar insurance claims processing.
- Strong understanding of auto lending compliance (state title/lien law, UCC filings, consumer finance regulations).
- Proven people-management skills: hiring, coaching, performance management.
- Proficiency with loan servicing and title management platforms, and Excel.

Preferred

- Experience with a loan origination/servicing system (e.g., CUDL, DealerTrack, LoanPro).
- Prior experience managing title and insurance/claims functions together.
- Familiarity with repossession and total-loss workflows.
- Six Sigma / Lean experience.
- Third-party vendor management (title agencies, ELT providers, insurance administrators).

Core Competencies

- Operational rigor: accurate, high-volume, deadline-driven work.
- Regulatory fluency: navigates state-by-state title and insurance rules.
- Vendor and carrier management: resolves issues with external partners.
- Data-driven decisions: uses aging and performance metrics to prioritize.
- People leadership: builds and retains a strong team.
- Cross-functional collaboration: works with Collections, Legal, Compliance, and Repossession.

Working Conditions

- Standard office environment; hybrid or in-office as business needs dictate.
- Occasional travel for vendor or carrier meetings.
- Some flexibility for escalations or deadline-sensitive filings outside normal hours.

This description conveys essential responsibilities and qualifications; it is not exhaustive and may be adjusted to business needs.

Benefits

- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short-Term & Long-Term Disability
- Wellness Resources