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Customer Service Manager

Location:
Duluth, GA, 30096
Posted:
February 20, 2020

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Resume:

Michael C. Obertone, J.D.

**** ******* ******, ******, ******* 30096

404-***-**** Cell Phone

adbv76@r.postjobfree.com

EXPERIENCE

STEWART TITLE GUARANTY COMPANY, Atlanta, GA

Underwriting Counsel Commercial Services January 2020-Present

Reviewed title for insurability as requested by our clients.

Worked with the in-house staff answering commercial underwiring questions.

Presented all required commercial high liability files to the STGC Executive Committee for approval.

STEWART TITLE GUARANTY COMPANY, Roswell, GA

Underwriting Counsel March 2017-December 2019

Reviewed title for insurability as requested by our Georgia agents.

Issued Letters of Indemnity for other underwriters’ agents based on prior policies issued on our paper.

Consulted with the Claims Department and advised them of the proper curative actions to be taken on all Georgia claims files.

Presented all required commercial high liability files to the STGC Executive Committee for approval.

THE MARR LAW FIRM, Atlanta, GA

Supervising Attorney September 2016-February 2017

Duties mirrored those with my own practice, Georgia Closing Associates, Inc., as the owner of the firm had very little previous real estate experience.

From Day 1, assessed the firm’s methods and procedures.

Made substantial changes to the methods of production making the process more efficient and reduced errors/claims.

Reconciled the firm’s escrow account, balanced the account, collected monies owed, and verified wire amounts in order to address specific shortfalls in the account.

Developed training materials for all positions within the firm.

PEAK TITLE & ABSTRACT, LLC, Atlanta, GA

Title Manager April 2016-September 2016

In charge of all default title production for both the Georgia and Florida offices.

Managed 2 supervisors, 14 examiners and 5 title assistants.

Met all production goals and generated positive scorecards.

Developed training materials for all examiners and title assistants.

Assisted in the development of a company specific software system tracking orders, examinations and policies.

Manager for all commercial examinations for the State of Georgia, supervising and approving the preparation of all commitments, proformas, endorsements and policies.

LAND SERVICES USA, INC., Stone Mountain, GA

Commercial Underwriting Counsel July 2014-April 2016

Title insurance underwriter for this national real estate firm’s Southeast regional office, having underwritten $5 billion in files to date. Responsible for supervising title preparation and underwriting for all 13 states.

Directed all ordering of titles through local title abstractors and attorneys.

Reviewed and examined all incoming titles

Finalized commitments after thorough review of prior policies and title reports.

Responded to counsel’s title comments and made all risk-based decisions for 3 separate title insurers.

Supervised and approved the preparation of all proformas and requested endorsements.

Directed the preparation and delivery of all title policies.

Performed all post-closing reviews of files and directed the electronic filing and purging of all necessary documents.

Supervised all paralegal and title staff.

GEORGIA CLOSING ASSOCIATES, INC., Duluth, GA

President and Owner May 2001-December 2014

Founded and led a legal service and consultancy practice, with concentration in real estate law. Consistently ensured high-quality operations through application of novel and industry-leading practices, quality controls and strong customer-service orientation.

Directed all real estate closings (~170/month at the peak), with an excess of $300 million processed and reconciled through the company’s escrow account

Volume was closed exclusively by 1 or 2 attorneys, mandating uniformity in closing files to prevent unnecessary follow-up. Filled in at all positions when needed.

Consistently provided strong customer service with 24-48 hour turnaround on all title orders and necessary documents

Instituted title review and resolution by attorneys, dramatically reducing turnaround time from 4-5 days and freed preclosing to address pressing file requests

Cataloged title scenarios and title language for commitments, allowing preclosing to more accurately prepare title commitments

Developed an unique filing system which provided for immediate location of files and recognition of the files’ status

Hired, trained and managed an average of eight employees across four departments.

Developed formal cross-training program to ensure consistent service at all times.

Performed all accounting for the practice; including accounts payable, payroll and employee health insurance

Led daily meetings to review schedule and update status of each file to provide for managerial action to efficiently complete each closing

Implemented continuous quality improvement (CQM) approach to enable employees to suggest methods to improve efficiency and provide the most responsive service

Performed preliminary title examinations to rule out liens or other encumbrances which might prevent files from progressing to closing, saving our clients time and money

Introduced novel procedures to conform with new RESPA requirements, providing insured closing letters, preliminary HUDs and other related closing documents within hours of each title order. Procedures prevented clients from having to re-disclose relevant fees or in the alternative, having to reduce their fees at closing

Transitioned practice from a paper format to electronic; reducing paper and cost and allowing post-closing on-site access to older files

Continually examined forms and processes utilized in the practice to address changing regulations and other issues encountered

NORTH GEORGIA TITLE, INC., Norcross, GA

Senior Attorney December 1996-May 2001

Served as closing attorney after law school. Developed numerous process improvement, quality control, and customer service procedures to enhance operations.

Promoted to Senior Attorney within 6 months of hire

Responsible for all closings, totaling 160 monthly at the company’s peak; sole attorney for the majority of these closings

Outsourced title examinations by region resulting in higher marginal cost, but gaining a competitive advantage as a result of 24-48 hour turnaround time; five to seven years before it became common industry practice

Assisted in hiring and training all employees; managed an average of eight employees in four departments

Developed processes across all four departments to reduced loss and increase efficiency, including title check downs to reduce post-closing issues

Produced a reference library of real estate related documents and forms to immediately address clients’ needs

Marketed services throughout northern Georgia

Eliminated the use of individual office voicemail, requiring employees to communicate to clients directly and provide an immediate response to issues being addressed

Developed a broad knowledge of the industry and each of the positions within the practice

NORTHSIDE TITLE & ABSTRACT CO., INC., Atlanta, GA

Paralegal/Title Examiner August 1996-November 1996

Reviewed titles and resolved issues for upcoming closings, manually examined title in most of Metro Atlanta counties (prior to the use of computer examination programs)

Supervised all examinations in Fulton County; consistently acknowledged as the most difficult county to examine title in Georgia, based on incomplete indexing and cross referencing

ECKLAND AND ASSOCIATES, Norcross, GA

Associate October 1995- July1996

Learned every aspect of the closing process, from processing to underwriting to closing

Implemented several quality control and performance improvement efforts, including:

A two-folder file system designed to identify title documents rapidly and efficiently

A labeling procedure to rapidly illustrate the status of each file, improving and client services

Trained paralegals and new associates in the developing procedures within the firm

Performed every position within the firm, which did not utilize any real estate paralegals

Prepared and issued all title policies

Preformed the majority of the closings

Marketed on behalf of the firm, gaining and maintaining several new clients

CONSULTANCY AND OTHER PROFESSIONAL SERVICES

Advisory Counsel and Consultant May 2010-February 2017

Serve as quality-control an audit consultant for real-estate related law practices, providing advice and expertise on operations, quality control and service. Services performed as engaged.

Performed overall performance review of practice procedures

Verified files, insuring payoffs, recordings and releases were properly paid and released

Researched and resolved files with shortfalls and missing recordings; worked with the mortgage companies, bank, and Clerks of Superior Courts to correct all issues

Streamlined file intake, preparation and distribution to increase efficiency; changes prevented extensive delays in closing

Instituted procedures to ensure no future shortages and eliminate potential future claims

Provide and implement (as desired) performance improvement recommendations

EDUCATION

EMORY UNIVERSITY SCHOOL OF LAW, Atlanta, GA

Juris Doctorate May 1995; Top 1/3 of class; Phi Delta Phi honor society

UNIVERSITY OF MIAMI SCHOOL OF LAW, Coral Gables, FL

Attended, 1992-1993; transferred to Emory University

Class Rank: Top 6% (23/362)

Invited to join the University of Miami Law Review

DUKE UNIVERSITY, Durham, NC

AB Degree in Political Science and History May 1991

Treasurer, Phi Kappa Sigma fraternity

PROFESSIONAL

Member, State Bar of Georgia

Member, Chief Justice's Commission on Professionalism

Member, Georgia Title Standards Standing Committee

Participated in the Georgia Bar Association’s Mentoring Program

OTHER

Licensed Florida Agent

SPEAKER/PRESENTOR

Speaker-2019 Georgia Title Standards- Transfers and Agents-Chapter 8, Conveyances by and to Trustees-Chapter 29

Creator/Speaker-2017. 2018, and 2019 Georgia Title Training-Individual training for agents firms and their staff covering all aspects of Georgia title law and techniques for success

Underwriting Panel-2018 Fall SLTA Seminar

Speaker-2018 Stewart Title 101-Title Claims

Speaker-2018 Stewart Title 101-Commitments and Title Policies

Speaker-2018 Georgia Residential Real Estate Seminar-POAs in Your Residential Closing (No One Wants to Attend Closing)

Speaker-2018 Georgia Title Standards-The Uniform Power of Attorney Act (UPOAA) Comes to Georgia

Underwriting Roundtable-2017 Stewart Title Real Estate in Review

Speaker-2017 Stewart Title 101-Powers of Attorney

Speaker-2017 Stewart Title 101-Trusts

Speaker-2017 Stewart Title 101-Corporate Entities and Authority

Speaker-2017 Stewart Title East Coast Underwriting Seminar-Negatives Associated with PACE Loan Programs

Speaker,-2012 Georgia Association of Realtors Conference and Expo-MARS-Another Planet? Sometimes Seems Like It!

Speaker,-2012 Georgia Association of Realtors Conference and Expo -Take Control of Your Buyer Side (REO Updates)



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