Regional Support Team Lead - Ellicott City, MD

Summary: The Regional Support Specialist Lead provides critical administrative, operational and customer service support to our branch offices, leaders, and agents in their pod of offices they oversee.  This role will serve as the first point of escalation for questions and issues.  The Lead will manage the workflow of the team and ensure there is coverage in all offices.  They will provide coaching to the Regional Support Specialists in their pod.  In addition to Lead responsibilities the role will serve as an RSS in a particular office.  The RSS team will work together, spending time each week across a group of offices, providing support in a variety of ways including, but not limited to, processing agent transactions, acting as a liaison with our different departments and business partners, general office administration and customer service. This position plays a significant role in driving the success of our key principle of helping our agents live exceptional lives. 

Essential Job Duties: 

Lead Expectations:  

• Serve as the first point of escalation for questions and issues.   
• Manage RSS workflow and employee absences.  
• Coach RSS’s within pod as opportunities arise 
• Liaison to Branch Managers in your pod 
• Support RSS Leadership with performance feedback 
• Manage RSS Team huddles in your pod. 
• Manage compliance issues. 
• Work on special projects as needed 

Office Organization (includes, but not limited to):  

• In collaboration with our facilities and IT partners, ensure all items in the office remain in working order 
• Ensure needed office supplies are sufficiently stocked and organized, mail is distributed  
• Greet and direct agents/customers as needed 

 Agent Support (includes, but not limited to):  

• Provide white-glove service for agents and clients visiting our offices, promoting the teams available to support them in their business  
• Support Agents with any technology, process or operationally related questions 
• Promote a friendly, inclusive office culture that reinforces our agent value proposition  
• Work with Agent Onboarding Team as needed to support agent onboarding process 

Transaction Support (non CES) (includes, but not limited to):  

• Ensure our agents’ transactions are efficiently and accurately processed- commission payments are timely and adjustments are avoided  
• Scan physical checks as needed 
• Point of contact as needed for following up on missing documentation or escalation of transactional issues. 
• Database entry and updates – MLS, Transaction Manager  
• Ensure our agent’s transactions are complete for compliance, commission payments are timely and adjustments are avoided 
• Systems review of Trident and transaction manager, issue resolutions submitted through OnBase 

Branch Leader Support (includes, but not limited to):   

• Support Branch Manager as needed with maintaining office promotional items, sales meetings, new agent orientations and supporting office culture 

Other Duties:  

• Other duties as assigned. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Qualifications:

• 2 or more years of in office branch support expe 
• 1 or more years customer service experience preferred; Prior Real Estate office experience preferred. 
• Strong written and verbal communication skills 
• Technologically proficient in all areas including but not limited to familiarity with various operating systems on PCs and Macs and ability to navigate computer software. 
• Proficiency with Microsoft Office 
• Ability to communicate effectively with different audiences, including agents, branch managers and operational support teams. 
• Customer focused, delivery oriented, ability to multi-task. 
• Willingness to be “nimble” and adjust priorities as needed.