Job Description

Lead the Title Processing team to achieve department and Credit Union goals. Oversee accurate, timely, and compliant title processing and reporting, develop team members, resolve escalated issues, and lead projects and process improvements that support an efficient title operation and a positive member and team member experience.

Duties and Responsibilities

• Supervise and oversee daily title processing operations, including title documentation, filing, reporting, follow-up, exception handling, and completion of related daily tasks.
• Maintain a thorough understanding of title servicing regulations, state requirements, and industry best practices to ensure compliance and operational effectiveness.
• Hire, train, develop, and coach team members while fostering accountability, collaboration, continuous improvement, and exceptional member and team member service.
• Conduct performance evaluations, Strength Development Plans, coaching sessions, and ongoing career development discussions.
• Monitor team performance, service levels, quality standards, workloads, and operational controls to support accurate and timely title processing.
• Ensure a positive member experience through accurate, timely, and professional service and effective resolution of escalated member and title processing issues.
• Analyze title processing needs, trends, and recurring issues to identify opportunities for improved efficiency, stronger controls, risk mitigation, and scalable growth.
• Lead or participate in projects involving system enhancements, automation, regulatory changes, and title process improvements.
• Collaborate with IT to develop business requirements and test system or process changes related to title processing.
• Develop and present title process training in partnership with the appropriate training teams and maintain effective new team member training.
• Write and maintain policies, procedures, job aids, and documentation for title-related systems and processes.
• Support audit, examination, and compliance activities by maintaining appropriate controls, documentation, and corrective action plans as needed.
• Assist with vendor management for systems and services related to title processing, including monitoring service expectations and addressing concerns.
• Collaborate with leadership to develop department goals, staffing strategies, and operational plans that support organizational objectives.
• Build and maintain positive working relationships and a strong team culture across the Title Processing team and partner departments.
• Additional duties and responsibilities as assigned.

Education and Experience

Bachelor’s degree and 1-3 years managerial or financial institution experience preferred. Excellent leadership, communication, organizational, and problem-solving skills. Ability to prioritize work, meet deadlines, manage changing priorities, and work with other Operations leaders to achieve department goals. Capable of always maintaining the confidentiality of Credit Union and member records.

Physical Requirements

• Ability to perform tasks requiring manual dexterity, such as processing paperwork, typing, filing, and handling cash.
• Prolonged periods of sitting or standing, as required by job duties.
• Occasionally lift and move items weighing up to 20–40 pounds (e.g., copy paper, cash drawers, marketing materials).
• Frequent repetitive motions involving wrists, hands, and fingers (e.g., typing, data entry).
• Ability to reach and operate keyboards and other standard office equipment.
• Operate basic office machines and technology, including computers, calculators, telephones, and multifunction printers.

Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

This role offers benefits, including:

• Competitive Pay
• Medical, Dental, & Vision Insurance
• Generous Paid Time Off
• Paid Holidays
• Matching 401K AND Pension
• Tuition Reimbursement
• Employee Assistance Program
• Employee Wellness Program
• Paid Group Life and Disability Insurance
• Awesome Culture
• And More

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by law.