Client Care Specialist

PURPOSE OF POSITION: To provide customer service support to loan branches and centralized operations staff for title and settlement inquires. Respond timely to email requests for information. To be proactive in monitoring workflow to ensure optimal service is being provided.

POSITION DESCRIPTION/REQUIREMENTS:

Respond to inbound phone calls in a timely and professional manner, while practicing call ownership and accountability on every interaction

Effectively communicate any requirements to client and exercise good judgment in the enforcement or exception to policies

Provide title advisory services by assisting with underwriting and title curative questions

Respond to email inquiries no more than two hours from receipt

Be flexible enough to deviate from the norm when the situation warrants, while at the same time keeping the welfare of the client and our business at the forefront of the decision-making process

Achieve and maintain maximum productivity and quality performance standards, as evaluated on a daily/weekly/monthly basis

Responsible for consistently following current procedures and maintaining an acceptable knowledge level of the work flow structure

Meet/exceed call management and productivity standards as outlined by Management

Update Supervisor on any trends, issues or problems that may impact the business or clients and offer suggestions for resolution

Assist with the collection of feedback or quantitative call data, as directed by Management

Use each call as an opportunity to present a positive company image and strengthen our business relationship

Present a "can-do" attitude on every interaction with clients and co-workers thereby promoting and supporting a positive work environment

Make every effort to resolve issues and conflicts which may arise before call escalation

Qualifications

Must have in depth title knowledge and clearance guidelines

Knowledge of state specific requirements

Excellent communication (verbal/written) skills

Excellent listening and problem-solving skills

Excellent organization, documentation and follow-through skills

Excellent customer service skills

Ability to express a calm and helpful demeanor in all communications, oral and written

Ability to demonstrate respect for all clients and co-workers at all times

Be a team player

Be flexible and adaptable to change (including work hours)

Be professional in all interactions

Display great energy and dedication

Good knowledge of systems

Good knowledge of process flows; including knowledge of Title/Escrow terminology and Title products

EDUCATION/EXPERIENCE REQUIREMENTS:

High School Graduate or equivalent

Minimum two years of Title Insurance industry employment or related experience.