Regional Support Team Lead - Ellicott City, MD

Job Description

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.
  
  

Anywhere is proud to offer a comprehensive benefits package to our employees including:

• Medical, Dental, Vision, Short-term and Long-term disability benefits, AD&D
• 401(k) savings plan with company match
• Paid Time Off to Include 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
  
  

About Us

Coldwell Banker® is one of the world’s leading brands for the sale of million-dollar-plus homes and one of the largest residential real estate brokerage franchisors, with approximately 2,800 franchise and company owned offices and over 99,000 independent sales associates in the United States, Canada and 40 other countries. Coldwell Banker is a subsidiary of Anywhere Real Estate Inc.

Anywhere Real Estate Inc.  (NYSE: HOUS) is on a mission to empower everyone’s next move. Home to some of the most recognized brands in real estate  Better Homes and Gardens® Real Estate ,  Century 21® ,  Coldwell Banker® ,  Coldwell Banker Commercial® ,  Corcoran® ,  ERA® , and  Sotheby's International Realty®

The Anywhere portfolio includes franchise and brokerage operations as well as national title, settlement, and relocation companies and nationally scaled mortgage origination and underwriting joint ventures.  Supporting approximately 1.5 million home transactions in 2021, Anywhere is focused on simplifying, digitizing and integrating the real estate transaction for all consumers, no matter where they may be in their home buying and selling journey.  With innovative products and technology, Anywhere fuels the productivity of its approximately 196,200 independent sales agents in the US and approximately 136,400 independent sales agents in 118 other countries and territories.

At Anywhere Real Estate, diversity fuels success – for our company, for our employees, and for our industry. We strive to be a top destination for diverse talent, committed to creating a culture of belonging that empowers everyone’s next move. We pursue talent – strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value diversity – respecting backgrounds, cultures, perspectives, and beliefs. We develop our diverse talent base – through increasing representation in executive key leadership roles with actions including mentorship programs and partnerships with real estate associations that promote diversity and inclusion. Read more about our company’s diversity, equity, and inclusion efforts in our annual Corporate Social Responsibility Report .

You’ll find our commitment to diversity reflected in our achievements:

• Recognized as one of the World’s Most Ethical Companies since 2011.
• Anywhere has also been designated a Great Place to Work since 2019.
• Recognized by Fortune as one of America’s Most Innovative Companies.
• Honored by Forbes as one of the World’s Best Employers for Diversity and Top Female Friendly Companies.
  
  

With a diverse employee population, we know we will succeed together and move real estate to what’s next. We hope you’ll join us.