Client Services Representative

Job Description:
Provides escrow services for residential, refinance, and Home Equity loans. Responsible for facilitating real estate transactions by providing a high level of customer service and proactive communication to both internal and external customers throughout the closing process.
Skills/Experience:
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, review and collection of all required documentation and required forms for recording of conveyance deeds.
• Coordinates signing appointments, closing package preparation and final title packages for clients.
• 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.
• Practices call ownership and accountability for incoming inquiries.
• Works at enhancing the quality of customer service for the benefit of the company and the customer.
• Performs other duties as assigned by management.