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The Post Closing and Funding Supervisor will add value to our local Escrow Officer teams by assisting with creating a seamless post-closing process experience. With a relentless focus on talent, you will directly manage a group of Post Closing Specialists who provide centralized post-closing and funding support to a variety of Escrow Officers while managing workflow based on volume of transactions and serve as the first point of escalation for questions and issues. This position is uniquely poised to not only drive the efficiency and product quality of the team, but to also play a pivotal role in developing and building the culture of the team. The primary focus of this position is to hire, train, develop and engage the Post Closing Specialists. Responsibilities:
Team Supervision:
Lead a team of Post Closing Specialists to drive team success. This includes:
Manage capacity and workflow of each Specialist.
All aspects of hiring, interviewing and on-boarding.
Staff orientation/training.
Ongoing training and development.
Prepare staff schedules; manage vacation requests; review and approve timecards.
Perform annual performance reviews and performance management as needed.
Collaboration and Service:
Act as main point of contact for team members within an assigned market. This includes, but is not limited to:
Provide support with critical escalations and local leadership questions.
Identify Escrow Officer needs and take proactive steps to maintain positive experiences, as well as resolve customer complaints and issues in a timely and effective manner.
Collaborate with key stakeholders to enhance efficiencies of processes and communications.
Finding a Better Way:
Continuously evaluate procedures to proactively seek improvements; find new ways to create efficiencies and increase productivity of team.
Analyze customer feedback as well as prepare reports for review and recommendation.
Qualifications:
Minimum 2 years previous supervisory experience.
Prior Real Estate transaction processing and customer service experience.
Experience with managing title and escrow transactions, particularly post-closing and/or funding activities
Ability to provide feedback to employees through coaching and training to further their success and a willingness to motivate staff; a leader by example willing to take on additional duties as needed.
Ability to work remotely with a sense of urgency in a fast-paced, high volume paperless environment while ensuring quality work from team members.
Excellent verbal and written communication skills.
A “people-first” approach with the ability to keep the agent and consumer at the center of the transaction.
Ability to coach team on providing exceptional customer service throughout the transaction process.
Ability to learn and navigate multiple software systems with an elevated level of competency.
Demonstrated ability to identify and resolve problems in a timely manner, gather and analyze information thoughtfully and maintain confidentiality.
Demonstrable history of effectively collaborating with different departments and leaders.
Adaptable, able to prioritize and manage competing demands with a willingness to try new things.
