William Borsch
Pittsburgh
Summary
Forward-thinking operations specialist with expertise in closings for title sector businesses. Cultivates rapport to optimize project goals, resolve complex problems, and deliver innovative improvement strategies. Proven track record in streamlining processes, ensuring compliance, and driving operational efficiency. Adept at identifying cost-saving opportunities and implementing solutions to enhance organizational performance.
Overview
15
15
years of professional experience
Work History
Team Leader/Escrow Trainer
Blend Title/Title365
10.2024 - Current
- Lead the title and closing process for residential real estate transactions, handling high-value deals, and title issues.
- Collaborate closely with real estate agents, lenders, attorneys, and other stakeholders to schedule closings and ensure all documents are properly executed.
- Oversee the preparation of settlement statements, deeds, and other closing documents, ensuring compliance with local, state, and federal regulations.
- Provide guidance and training to junior closers and support staff, fostering a culture of excellence and continuous improvement.
- Troubleshoot and resolve title and closing issues efficiently to maintain transaction timelines and client satisfaction.
Client Accounting Associate
CardWorks Servicing
02.2024 - 10.2024
- Accurately entered and verified data into company database, ensuring high levels of accuracy and efficiency
- Performed regular data audits to identify and correct errors, resulting in improved data integrity
- Utilized advanced Excel functions such as VLOOKUP and PivotTables to analyze and manipulate data effectively
- Checked postings and documents for correctness, accuracy and proper coding.
Trainer/ Escrow Team Leader
Title365
01.2019 - 01.2023
- Combined a discipline plan with effective measures and lesson plans to increase concentration, participation, and progress employee accountability
- Converted print materials to digital and created, exercise documents, and interactive videos from older content as well as launching a KMS system
- Implemented new methods for teaching escrow and disbursements to employees, which streamlined the on-boarding process
- Analyzed employee metrics to engage trainings where they were needed most
Collections Manager
Rent-A-Center
01.2016 - 01.2019
- Went to customers' homes to collect payments in person
- Was in charge of overseeing the daily posting of payments to customer accounts
- Created and maintained customer accounts, including interactions, payments, and personal data
- Mentored and trained new employees on data collection techniques, documentation requirements, and performance strategies
- Design and implement collection strategies to improve cash flow and reduce outstanding debts. Monitor the effectiveness of strategies and adjust as necessary to achieve targets.
- Ensured adherence to all relevant federal, state, and local laws regarding debt collection, maintaining compliance across all procedures.
Technical Support
IGC Software
11.2015 - 11.2016
- Evaluated SQL tables and server issues in order to determine the best troubleshooting methods for resolving them
- Installed new desktop systems and configured laptops for new hires, including installing required software and setting up server permissions
- Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions
- Used strong communication, conflict resolution, and negotiation skills to resolve customer complaints and concerns
Mtg. Servicing Team Manager- Legacy Asset Servicing - Default
Bank of America
01.2010 - 01.2013
- Responsible for mitigating risk on a $200MM-$400MM subprime mortgage portfolio
- Lead a team of 15 senior collectors to ensure operational excellence in the areas of production, quality control, customer experience, and employee satisfaction
- Accountable for proactively identifying potential regulatory issues and assessing their associated risks to protect the reputation of the bank and the customer experience
- Achieved Team Quality Score 10/12 months
- Achieved all other production metrics monthly, including schedule adherence, shrinkage, utilization, attempts/hr., and payments/day
- Created change management materials for FNMA transition at site level
- Currently being used at divisional level to train staff
- Conducted new hire education for NJ operations site
- Responsible for end to end OJT process
Education
High school diploma -
Shadyside High School
Shadyside, OH01.2005
Skills
- Staff Leadership & Training
- Data Analysis & Reporting
- Compliance & Risk Management
- Customer Relationship Management (CRM)
- Negotiation & Conflict Resolution
- Process Optimization
- Budgeting
- Funding
- Scheduling
- Implementation of OKRs and KPIs
Personal Information
- Title: Operations Leader
- Authorized to work in the US for any employer
References
References available upon request.
Timeline
Team Leader/Escrow Trainer
Blend Title/Title365
10.2024 - Current
Client Accounting Associate
CardWorks Servicing
02.2024 - 10.2024
Trainer/ Escrow Team Leader
Title365
01.2019 - 01.2023
Collections Manager
Rent-A-Center
01.2016 - 01.2019
Technical Support
IGC Software
11.2015 - 11.2016
Mtg. Servicing Team Manager- Legacy Asset Servicing - Default
Bank of America
01.2010 - 01.2013
High school diploma -
Shadyside High School
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