After the pandemic caused 70% of outsourced title-production capacity to come to a halt, Jay Isom and his team at Title 365, a Xome company, tackled this challenge to rapidly regain and then surpass pre-COVID production capacities.
To maintain continuity, Isom tapped into his professional network to identify third-party business process outsourcing providers to supplement the vendors Xome had lost. For context, this was an especially difficult time to be “short” on title production capacity as record-low refinancing rates catapulted the title business into overdrive to manage the significant increase in demand for their services. Isom’s outside-the-box thinking guided him to leverage existing and counterpart teams at Xome, providing them with necessary training to continue servicing the influx of title volume. Isom and his team were able to secure five new vendors and successfully recuperate the 70% off-shore title production capacity in a matter of six weeks. Meanwhile, the training Isom’s team administered kept the lights on while reinforcements were secured.