Job Description:

Provides Nationwide title services. Responsible for supporting real estate closing transactions by assisting internal and external customers with complex inquiries and providing a high level of customer service to ensure timely and satisfactory resolution in accordance with service standards. Utilizes working knowledge and expertise to respond to routine and non-routine inquiries that may require some research and adaption of response. Accountable for meeting or exceeding hourly SLAs and time-sensitive goals with accuracy and professionalism.

Duties

• Handles internal and external inquiries related to moderately complex processes and transactions.
• Monitors messages and questions received via centralized inbox, systematic work queues or phone, responds to moderately complex inquiries and escalates more complex.
• Coordinates the preparation for certain Title documents, primarily affidavits. Review and collection of all required documentation and required forms for closing.
• Acts as liaison between internal and external parties to ensure requests are effectively resolved.
• Enters detailed and accurate notes into appropriate systems and files documents according to standard procedures.
• Works with internal and external parties to effectively resolve issues.
• Follows up on any delays in inquiry answers and updates the status in the systems.
• Maintains a high level of customer service through proactive communication with internal and external customers and business partners. Updates management on trends, issues or problems that may impact the business or clients.
• Communicates any requirements to clients and exercises good judgment in the enforcement or exception to policies.
• Works at enhancing the quality of customer service for the benefit of the company and the customer.
• Performs other duties as assigned by management.

Requires 3 plus years experience