Client Experience Specialist

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Execute non-licensed administrative duties for real estate agents, ensuring the identification and management of contractual dates and deadlines for timely, efficient, and accurate transaction closures.

• Work closely with the agent services department, agents, and other third parties to confirm that all necessary documentation is received for compliance within the transaction file in the relevant systems.

• Systematically organize all transaction details in applicable platforms while providing ongoing updates to the agent, client, and third parties involved.

• Act as the primary point of contact for all stakeholders, including agents and their clients, throughout the closing process, which entails acquiring the necessary documentation or information required for a clear-to-close status.

• Take ownership of and manage the complete end-to-end transaction processing by entering transaction-related expenses, verifying the accuracy of details, preparing commission invoices, calculating and finalizing commission payments, and proactively resolving discrepancies to guarantee timely and accurate payouts to agents.

• Maintain regular updates and communication with all parties engaged in the transaction.

• Prioritize service excellence for agents and all parties involved, maintaining a positive and engaging attitude to facilitate a seamless experience.

⛳️ Requirements

• A minimum of 2 years of experience in Real Estate, mortgage, title administration, or transaction coordination is required.

• Self-motivated with the ability to work independently and efficiently under pressure in a fast-paced, high-volume paperless environment.

• People-oriented approach, focusing on keeping the agent and consumer at the center of the transaction by anticipating their needs to deliver exceptional customer service throughout the process.

• Technical proficiency with the ability to learn and navigate various software systems with a high level of competency, demonstrating comfort with transaction management and financial tools.

• Strong analytical thinking and transaction accuracy skills, capable of applying critical thinking and problem-solving abilities to manage financial details such as expenses, invoices, and commission calculations while analyzing data to identify discrepancies, resolve issues promptly, and ensure compliance and data integrity.

• Effective process management skills, allowing for the management of end-to-end workflows, prioritization of tasks, and timely completion of transaction processing.

• A collaborative mindset, remaining open to the ideas of others and willing to explore new approaches.

• Excellent oral and written communication skills, speaking clearly and persuasively in any situation to effectively advise and resolve issues.

• A commitment to quality assurance, demonstrating accuracy and thoroughness while monitoring personal work to ensure high-quality outcomes.

• Adaptability to changing work environments, effectively managing competing demands, and maintaining resilience in response to frequent changes, delays, or unexpected events.

• Ability to build collaborative relationships, developing and strengthening partnerships with agents and colleagues while providing necessary information and support.

🏝️ Benefits

• Medical, Dental, Vision, Short-term and Long-term disability benefits, AD&D.

• 401(k) savings plan with company match.

• Paid Time Off including Holidays, Vacation Time, and Sick Time.

• Paid Family & Paternity Leave.

• Life Insurance.

• Business Travel Accident Insurance.

• All employees receive access to LinkedIn Learning.

• Tuition reimbursement for approved programs.

• Employee Referral Program.

• Adoption Assistance Program.

• Employee Assistance Program.

• Health and Wellness Program and Incentives.

• Employee Discounts.

• Employee Resource Groups.