<link id='css--app'rel="stylesheet" href="/dist/css/app.min.css"> Opportunities – Trilogy

Opportunities

Customer Closing Specialist Manager at JetClosing
Seattle, WA, US

About JetClosing:  

We started with the knowledge and insight of a veteran Title and Escrow team, paired them with tech industry leaders, and gave them a clean slate – to build what Title and Escrow should be. We invented sophisticated back-office technology to streamline our closing process, and ensure every customer receives the same high level of service, every time. Then we created real-time views into that system with our mobile apps and desktop portal, so there’s no guesswork or uncertainty.  

Our approach is simple: Title and escrow has transaction data, documents, and contacts. We know the transaction status; why not share them, in real time, so we’re all on the same page? The results speak for themselves – our customers are our biggest fans.  

Role & Responsibilities: 

  • Manage day to day processes, tasks, and communications for all Customer Specialists.  

  • Regularly review & report day to day processing metrics to VP, Operations. 

  • Work, as a member of the operational management team, with the process improvement manager to analyze and refine established workflows, processes and transactional software configuration in pursuit of operational excellence. 

  • Work with Director of Training, Process Improvement Manager, VP, Operations to document and update all standard operating procedures in processing department. 

  • Participate in the creation of new workflows with an objective to further define and evolve the role of Real Estate Specialist, up to and including improving client service standards. 

  • Ensure productivity metrics and established internal/external SLAs are met consistently and within projected plan. 

  • Communicate with IT/Development staff as to items of improvement and/or refinement with current operational technologies. 

  • Manage/process buyer and seller communications in a multi-state closing environment. 

  • Review, update, and process transactions to ensure best in class quality and performance.  

  • Create and maintain an operational culture of kindness, teamwork, positivity, and customer delight. 

  • Manage client escalations, when needed, with a high mindset of customer service and a focus on client retention.   

  • Educate Customer Closing Specialists on the process of clearing title, meeting escrow compliance requirements and assuring all matters are addressed brought forward by buyers and sellers throughout a transaction. 

  • Ensure customer payoffs are collected and paid correctly, following received written instruction. 

Skills & Qualifications: 

  • Management experience within the title and escrow industry  

  • A keen understanding of title curative matters and payoff requirements, multi-state experience preferred, but not required 

  • A comfort with buyer and/or seller needs/requirements, up to and including: FIRPTA; rents; 1031 exchanges; simultaneous closings; various entities including Trusts, Estates, LLCs, Corporations, etc.   

  • Excellent customer service and interpersonal skills 

  • Above average communicator, ability to communicate effectively both orally and in writing, in person, and by telephone 

  • Leadership style rooted in positivity, kindness, accountability, and transparency 

  • Sense of humor preferred 

  • Ability to work as part of a management team while also being a self-motivator and individual contributor  

  • Hold a high value in accountability and ownership  

  • Passion for innovation, forward-thinking, and naturally disposed to continually seek process improvement in all aspects of the Title & Escrow industry 

  • Positive, team-focused attitude 

  • Ability to remain calm, focused in pressure-filled situations 

  • High level of proficiency with general office applications (i.e. MS Word, Excel, etc.) and comfort with learning new applications as required 

  • Inherent comfort level working in a less traditional environment, where refinements, re-dos, level headedness, optimization, and future-focused perspective are always needed/required 

Perks and Benefits include:

  • Medical, Dental and Vision (Company sponsors 100% employee premium, 75% premium for dependents)
  • 401K with company contribution
  • Equity in the company
  • Transportation Stipend/Stipend for Working Remotely
  • Parental Leave
  • Generous Paid Time Off