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: