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Provide outstanding service to internal and external customers by ensuring that title transactions are properly recorded in accordance with the California Health and Safety Code, cemetery laws, and the Probate Code for inheritance of property, while complying with the 10-grave interment right set forth in the California Business and Professions Code. Supervising the Title Administration and Records Department in accordance with Rose Hills’ strategic management practices, including General Supervising Standards, Staff Supervision and Development Scheduling/Staffing, Compliance, Safety, and Budget Expectations. Ensure that all documentation is completed in accordance with state, federal, and company rules and regulations.
Essential Job Functions:
Must be able to perform the essential functions of the job with or without reasonable accommodations.
Business & Operational Management
Process Management – Process all types of property transactions such as Transfer of Ownership, Affidavit of Heirs, Contract Amendment, Designation, Lot Exchange, while maintaining the accuracy and integrity of the ownership records file. Assist the Title Administration and Records staff by meeting with families, handle calls, and responding to emails or messages, as necessary. Liaise with the Manager of HMIS Special Projects to correct system errors or problems, and to implement new rules or to promote company policy changes as directed by management. Monitors and performs transfer analysis for the following; transfer fee analysis, transfer activity, broker activity, and transfer productivity. Request containers of documents from offsite storage for the Microfilm imaging conversion project.
Compliance - Insure quality and compliance of the C.I.F. records, as it pertains to the property ownership records. Maintain compliance of company policies relating to the scanning, retention, and destruction for pre-need property transactions, including all hard copy documents. Working knowledge and understanding of the California Health & Safety Code and Probate Code in regards to the family plot law for use of and the transferring of cemetery property. Ensure that new updates and changes are communicated to the staff timely. Comply with state and federal laws, and with established Company rules and regulations including the 10-grave interment right set forth in the California Business and Professions Code by ensuring that documentation of the numerous transactions in connection with the customer’s paid-in-full property are complete, accurate, and properly recorded in the HMIS system.
Policies & Procedures – Ensure that written policies and procedures are current for the key business processes, and that the staff is well informed and trained in them; ensure that any new policies and procedures comply with SCI guidelines.
Customer Service – Provide courteous timely support to internal and external customers, and Rose Hills’ website users, by adhering to confidentiality rules. Resolve customer complaints by troubleshooting and taking appropriate action.
Budget – Order office supplies for the Business Office staff, and work with the Purchasing Dept. to reorder document forms for the Title Staff as necessary. Keep office expenses within +/- 1% of budget by understanding the budget, monitoring expenses, and controlling employee usage of materiel within reason.
Supervises the Title Administration and Records department staff according to management expectations set forth in the Performance Review process. Insure a high level of job performance from each employee by clearly communicating job performance expectations, meeting with employees to insure they are on target, suggesting better ways of performing tasks, providing constructive feedback and positive recognition, and delivering timely performance appraisals. Maintain positive team relationships by leading through personal example, listening to team members, encouraging commitment and loyalty, showing genuine interest in employees, and rewarding high levels of job performance, behavior, and attendance. Lead team to reach Company’s SMART goals by understanding the Company Strategic Plan, communicating it clearly to team, and ensuring that milestones are reached on time. Maintain fair and balanced staffing schedule that meets Office demands by understanding work flow volume, understanding employee skill and experience, and considering employee’s needs for time off.
Human Resources Development
Insure that employees work according to safety standards set by the Company, state, and federal regulations. Use standard written and verbal English communication skills, and articulates ideas clearly and professionally to gain support from staff, attorneys, and cemetery brokers. Take appropriate written corrective action when required Establish and maintain clear written job expectations, procedures and quality service guidelines. Provide constructive feedback and positive recognition when appropriate
Work with manager to set professional development goals for staff and self.
As a Front Line Leader & Expert Contributor, incumbent is expected to meet the Key Competency requirements of Open Communication, Building Relationships, Personal Leadership, Commitment to Quality, Business Focus, and Customer Focus. Meeting the behavior standards in each Competency links directly to the annual Performance Review.
Experience and Education:
Minimum of 5 years experience in a business environment (knowledge of Health & Safety Code 8600 and Probate Code relevant to property transfers, customer service, records management, and 2 years supervisory or management experience are strongly preferred).
A.A. degree in business or equivalent.
Fluent in Spanish required.
Ability to coach, develop, and train individuals
Excellent organization and written & verbal communication skills
High level of critical thinking, problem solving skills and attention to detail
Knowledge of cemetery law, i.e., California Health & Safety Code, Probate Code for family plot law, and California Business and Professions Code
Knowledge of degrees of kinship for transferring of family plots, joint tenancy, and vested right of interment
Intermediate level skill for MS Office Outlook, Word, Excel and Power Point
HMIS System- Advanced proficiency and knowledge of the
PHOENIX - RH Online Data Application System
Knowledge of Documentum for record retrieval
Keyboard at 45 wpm
Conflict resolution skills to deal with difficult customers and employees
High level of confidentiality and accuracy, common sense, judgment and sense of urgency, and ability to set priorities
High level of ownership, accountability and initiative
Excellent interpersonal relations skills and flexibility to relate well with people at all levels
Mostly work seated at a workstation in a carpeted, air-conditioned office where the noise volume from coworkers is moderate. Customer service demands and performance failures carry a significant emotional weight. There is a high volume of work where detailed accuracy is extremely important and moderate phone contact. Lead and teach other employees on the job and in the classroom.
Incumbent must sit at a computer workstation for prolonged periods, must be able to see detail, and have good hand-eye coordination to work with and manipulate accounting data on computer spreadsheets, work with contracts and ownership records, potential eyestrain from constant viewing of computer monitors; ergonomic requirements must be considered for safety and health. May occasionally lift boxes up to 25#.
Equipment / Machines Operated
Printer, copier, scanner, fax machine
Check Reader, Credit Card machine
Microfilm and Fiche machine
File cabinets, file boxes
Postal Code: 90601
Category (Portal Searching): Finance and Accounting
Job Location: US-CA - Whittier
Req ID: Req.88901
Position Type: Full time
Who we are. What we do.
We are North America’s largest provider of funeral, cremation and cemetery services. We are more than 20,000 dedicated individuals, who proudly serve our community, provide caring assistance to families in need, and honor veterans and public servants.
We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. For us, there is no greater responsibility than honoring and preserving the story of one’s life.
"SCI” refers to Service Corporation International and its affiliates.
Equal Opportunity Employer, M/F/D/V